We just had an A to Z granted (Amazon Funded) as customer claimed name was spelt wrong on a custom product.
Customer had previously messaged us to tell us of the error and was pushing for FOC replacement. When we declined (twice) he went to AtoZ and got claim granted. There was no error, it matched what he entered and he has omitted an S on the end of a surname in the customisation. Messages/order confirm what he ordered.
Today we get a sarcastic email confirming Amazon have granted/funded claim as a ‘one off’’ as it was our fault!
- “As a one-off gesture of goodwill, we have covered the cost of the refund and the claim will not count against your Order Defect Rate. This is an exception to our normal policies and you may be held responsible for a similar claim in the future. We suggest you follow best practices:
For 2 month we have been working on the artwork for over 2200 of our products that require custom aspects adding, and now we are worried as our custom products are much higher priced and granting such AtoZ’s is ridiculous.