Amazon Refunding customers with A-Z guarantee
Amazon refunded a customer who said they hadn’t received their order although the customer had placed 2 orders and the items were both in the same parcel.
Photo evidence from carrier supplied but Amazon just decided a refund was required.
Does anyone have a uk telephone number so I can speak to an actual person?
29 replies
Seller_7VbclcPFFRTnc
Unfortunately if they placed 2 separate orders, you need to despatch them as 2 separate orders - for this very reason
Seller_bhSWqoVh7Pn98
You need to Appeal on the Appeal system, not by phone:
You used the same tracking on both orders, but has the Buyer has only claimed an A-Z Claim on 1 order? - if the claim is only on 1 order, ignore the order without a claim, you do not need to explain 2 parcels on 1 consignment, etc. Just prove delivery on the one order with the A-Z Claim. Show parcel number, include link to the couriers site, include signature (even if the drivers, again ignore who signed). Screenshot to show courier website, as being delivered. ((Only be concerned about the other order if 2x A-Z Claims)).
Include GPS tracking if there is any. Photo delivered to be included on a screenshot.
Ignore proving 2 parcels in 1 consignment etc. Just 1 parcel needs proof on the 1x A-Z Claim.
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You raise a case, and choose the call-back option. They will not investigate A-Z Claims by phone call. But you can ask them to raise with A-Z Claims Team, but most won’t do that.
In any case, A-Z are actioned by Robots in general. You need to Appeal.
Only if 2x A-Z Claims: You need to explain that you have used a Consignment Number, which includes 2 parcels, as all on 1 consignment, the Buyer had the delivery.
Seller_auLfbSZwY05h7
Is Amazon ever going to make things right with sellers? Your answer is as good as mine.
Amazon only cares about its own profit. It makes money from sales, makes money from returns, makes money from A-Z, makes money from every aspect of every transaction, and doesn’t care about it’s 3P sellers
The way Amazon goes about refunding buyers from sellers’ funds has encouraged so many bad buyers and has encouraged increased fraud on Amazon. Amazon itself prompts buyers to fraudulently claim where there are no real issues and it’s getting worse
There is no transparency and sellers are taken as cash cows by Amazon as long as Amazon keeps making money and not minding where this leaves sellers who are already selling at a loss and on the edge with every little transaction on Amazon
The whole process only pushes sellers to the brink and it’s only getting worse by the day. As someone said on a separate thread, it’s a dog-eat-dog world out on Amazon and it will only get worse
What happens to treating 3P sellers like the real partners Amazon claim they are and creating an honest level playing ground
It’s nothing but stress selling on Amazon
Seller_C0Pg7yamjlW9H
Honestly mate you’re wasting your time with seller support.
They can’t be actually bothered; shafting you as a seller is all part of the business model
J
Seller_ZQyopdiwkUHOZ
Ok, it’s true that Amazon isn’t following policy on a consistent basis, but if we’re gonna stop acknowledging policy altogether to answer questions, then we’re just going to confuse things further.
In op’s situation the buyer had to contact them before they opened the A-Z.
Also, opening a return request seems to be deemed contact suitable for opening an A-Z, so they actually be following policy.
