A to Z Claim just wrong, where from here
Hi
We shipped an order to a customer, all within time frame etc.
Courier attempted delivery as no one home, carded it.
Customer did not contact courier to re arrange, instead opened an A to Z claim for not delivered.
I re arranged the delivery for him and he received it and we have the POD and photograph of goods in his possession.
A to Z refunded the customer and deducted the money from me!
I have appealed this 3 times now providing the POD information to Amazon, each time I get the same response, we uphold our decision!! No explanation or reasoning just plain rude rebuttal.
I dont know where to go from here, I have repeatedly asked for contact details of where I can escalate a complaint, got nothing.
I have emailed the managing director Amazon UK, got nothing.
My next step has to be small claims but against who, Amazon for stealing my money or the customer for fraudulent claim?
Any help appreciated
Adrian Reading
3 replies
Seller_SITNVuZK87zGK
You do a letter before action to amazon. Well you could towards the customer but really the customer hasn’t done anything wrong.
Not 100% on the time frame, but once the a-z was opened you shouldn’t have resolved with redelivery. Would have been safer to get the order back.
Seller_H56DdDWEY3hTB
This is Amazon always unfair with sellers . I used to appeal for claims but never got any positive replies . Customers receive their items with proof of delivery but Amazon keep refunding on any claims . I have now stopped appealing as there is no chance to get your money back on this platform . Ebay much better on the seller protection policies .
Seller_d8YGbIjNqwFxn
Small claim will be against Amazon in order to protect your account. If you make a small claim against the customer then Amazon could deactivate your account as the T&C's say you can't take action against a customer if they win an A-Z.
Before raising the small claim you should contact the managing director email and if no joy then do a Letter Before Action to Amazon to give them a chance to resolve.
