A To Z claim back
We receive A to Z claim Back because 1st package is lost in transit but we process 2nd package again but late so package is on the way but customer go to A to Z claim and we receive Amazon email said we cut amount your account and your ODR rate impact so please give me solution and i am said to customer your package on the way so you get back Your A to Z claim back but dont receive any reply from Customer, So anyone guide me
2 replies
Seller_iBrSIJDZKlsXi
Uh, this message is very confusing.
So you sold an item, this got lost in transport right?
now, customer raised a concern, and you have processed a replacement?
That took you too long and now customer raised A-toZ claim?
I am not sure, that customer can retract A-to-Z claim to begin with, but most importantly, I dont think, that you can do anything about it at this stage.
1 claim is not going to ruin your amazon account, so no need to panic just yet.
Now you will need to make sure, that all future orders are delivered on time… it would be helpful to use FBA for your deliveries, then those claims would not be held against you.
Seller_77IcbQKVGdZo0
Your problem here is that you shouldn’t have sent a replacement package if you knew it would be delivered late. There really is no mechanism on Amazon to send replacements out and you are better to refund and get the customer to order again.
As the package has not been delivered on time then the customer is allowed to raise an A-Z claim and will win it as the tracking will show the parcel as not delivered.
Your only chance would be to wait for the second package to arrive and then appeal the A-Z but the chances of winning are very low.
You should write this one and take on board the learnings from this experience. My advice would be to always refund if the first package does not arrive and get the customer to reorder. You are much better protected if you do this,
