2
Jan

Solving The A-to-Z Claims Headache

Let’s face it; with the increase of online orders every year, there is also an increase in A to Z claims being filed by your buyers. The first word that comes to mind is headache.  Whether it is a damaged package or item not received, A to Z claims take up more time than you want to spend, so here are some tips you can implement to limit the amount of A to Z claims your company faces.

Since you are still waiting for a reply from jbezos@amazon.com lets run through some scenarios and get on the right path. While it may be easier to just refund the buyer and wash your hands of it, sometimes there are more efficient ways to make everyone happy or at least an understanding before the buyer files an A to Z claim.

Damaged items are also a part of this debacle since you never know which direction the Amazon customer service team will side. Claims are filed all the time on items received that were damaged, so they returned it in line with Amazon’s return policy, but what options do you have? First let’s address the issue, the damaged item. It’s possible the item was damaged while in the carrier’s possession. Here are a couple tips on keeping those packages safe from damage while in transit:

Fill the entire box with appropriate cushioning material. Bubble wrap or small air filled bags keep your content from moving to prevent breakage. Wrap individual pieces.

Don’t skimp on the quality or strength of your box. A box with low burst strength is an accident waiting to happen. A flimsy box is more easily tampered with. Be generous in the use of heavy duty packaging security tape and make sure all box seems are covered. 

Another potential A to Z claim filing is for Item Not Received (INR). Amazon will almost always side with the buyer whether the tracking shows delivered or not. The only way you can dispute this with Amazon is if you have signature confirmation through the carrier. This could have a very large impact on your bottom line if you are shipping every item signature confirmation so here are some other ways to prevent the items from being lost and how you can be made whole if a package does go missing.

Don’t draw attention to your package. If you are a high value shipper, don’t put your company name on the return address which might give hints to what’s inside. Use initials for your company or a generic name such as “distribution center” with your business address.

Security tape is more difficult to cut through and clearly shows evidence of tampering when your carrier delivers. At the point of delivery, it is easier to note tampering to the carrier which enhances your position should you need to file a claim. Don’t imprint your company name on the tape either. Sure it might have marketing benefits, but it also telegraphs the package’s possible contents.

Use a mode of delivery that provides detailed tracking information so that you know the complete status and position of your shipment. This is especially crucial when shipping valuable international shipments. We’ve seen cases where a loss is claimed, but the package is actually at the recipient’s post office, freight office, or customs awaiting payment of taxes or duties. Lastly, make sure your carrier scans the package into their system when it is picked up. Professional grifters will profess non-delivery when they see the package was never scanned at drop off and tracking is not possible.

Make sure any barcodes are securely attached to your package. Removal of the bar code in transit is a common way for the package to disappear in route. This includes any packaging or address label that contains a tracking barcode. 

Even with the best materials and the best shipping methods, items still get lost or damaged and your company will be out that money. This is where shipping insurance can protect you. Many carriers offer coverage for loss, damage and shortage, which are great solutions. It’s easy to make this small investment to have peace of mind and know that you are completely covered. However, each carrier has its own set of coverage rules and the price you pay is higher than if you were to use a private insurance company.

With private insurance companies there is more flexibility in building an insurance solution around your needs. Typically with private insurance you are able to save at least 50% on the insurance cost. These insurance companies can also compensate you for the shipping charges if the item is lost or damaged which completely compensate you for any claims made against you from the buyer.

Believe it or not, Ship Happens!™

U-PIC Insurance Services is the leader in providing low cost shipping insurance
to businesses and individuals. Packages are covered against damage, loss and theft with a savings of up to 85% less than what the carriers charge. Claims are completely electronic and processed in 7-10 business days. U-PIC has been insuring packages since 1989 and can provide coverage for every carrier with domestic and international coverage available.

Visit us at https://u-pic.com or call us at 800-955-4623 to get a quote today.

 

* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

If you enjoyed this content, consider joining us at PROSPER Show, March 13-14, 2018 at the Las Vegas Convention Center. 
newButton