Help with A-Z Guarantee Appeal Needed Please
On 27th November Sunday a customer placed an order with the deliver by date as 1st December. Ship by date was 28th November. Package was shipped Tracked 48. However during Royalmail strikes the collections were a bit problematic and the package was collected by Royalmail on 29th November. Then on the 30/Nov and 1/Dec Royalmail there were strike. Eventually the first delivery attempt was made on the 6th December at 12:22 PM with “No Answer”.
Buyer contacted us on the 10/Dec claiming that Royalmail tracking says they attempted delivery at 5:37AM and that wasn’t so and they wanted refund. The timeline which the buyer quoted was the status which says “Available for Redelivery or Collection”, which was the next day after the first delivery attempt.
We re-arranged the delivery for Monday 12/Dec and again at 12:39PM “No Answer”.
Then the very next day the buyer filed an A-Z claim stating the delivery was attempted at 5:37AM and they were home, etc., etc. While the claim was in process, it appears the buyer arranged for a re-delivery and the package was delivered to them on the 17th December. The tracking shows a delivery picture. Two days later Amazon granted their claim “seller funded” and counted the defect against us.
Clearly the second re-delivery was arranged by the buyer after filing the claim. Do we have a ground to appeal this case? Amazon did say that they would protect the accounts for orders affected by Royalmail strikes including missed collections.
Any help would be much appreciated.
James
Seller_7VbclcPFFRTnc
its always worth appealing
if its denied, contact the MD
23 replies
Seller_7VbclcPFFRTnc
its always worth appealing
if its denied, contact the MD
Seller_ae51e0CJoHqCX
You don’t really need any grounds to raise an appeal, you just do it. However it does appear to be bot driven and I often don’t see decisions overturned by Amazon.
You do only get one shot at it and you cannot supply any uploads to support your version of events.
Either you will get it overturned or ignored with a templated response saying it still stands.
Seller_LG5fP0ZTW72qj
I have drafted an appeal, is this OK to go?
- The order was placed on 27th November Sunday with the deliver by date as 1st December. Ship by date was 28th November.
- Package was shipped Royalmail Tracked 48 with Tracking number FF152431088GB. Royalmail missed collection on 28th November during Royalmail strike.
- The package was collected by Royalmail on 29th November. Then on the 30/Nov and 1/Dec Royalmail there were strike.
- Eventually the first delivery attempt was made on the 6th December at 12:12 PM with “No Answer”.
- Buyer contacted us on the 10/Dec claiming that Royalmail tracking says they attempted delivery at 5:35AM. The timeline which the buyer quoted was the status which says “Available for Redelivery or Collection”, which was the day after the first delivery attempt.
- We responded the same day and re-arranged the delivery for Monday 12/Dec and again delivery attempted at 12:39PM “No Answer”.
- Buyer filed an A-Z claim stating the delivery was attempted at 5:37AM and they were home, etc. and that they have not received the order.
- While the claim was in process, the Buyer Re-Arranged" delivery and the package was delivered to them on the 17th December.
- Royalmail redelivers a package ONLY upon request and this request was not done by the seller. Clearly the second re-delivery was arranged by the buyer after filing the claim.
- Claim was granted “seller funded” and counted the defect against us.
Please reverse the claim granted.
Seller_g9A9pMrqcDqa1
I would just say that after two delivery attempts the buyer opened a-z claim. Whilst the claim was under review the buyer arranged another delivery attempt and the tracking shows that delivery was made on 17 December.
Have you asked the buyer to return it as they could have arranged redelivery for more than one parcel (without putting the tracking numbers in) and the RM will often then deliver what items they have for that address.
Seller_ae51e0CJoHqCX
It is one of those whereby you are getting a shot at an appeal on the grounds of Royal Mail being unpredictable with the service.
The issue here is that quite often, those dealing with the appeals and the the A-Zs in general are not overly concerned with our domestic issues and maybe not even acutely aware of the exact issues in the UK. Some metrics are being looked at but there doesn’t seem to be any consistency to determine what Amazon may do when it is beyond your control.
Sadly I think there is little that will become of it but I am often proven wrong when I state this, so there you have it, I have stuck my neck out and said it in the hope that Amazon prove me wrong. Good luck with the appeal but trust me, nobody will spend too much time looking at it. When your appeal gets through, I can imagine them in the office spinning a big wheel of fortune to decide your fate. Good luck with your response and come back to let us know how you got on with it. The forums are always rooting that contributors end up with a positive outcome. It’s what keeps us coming back.
Seller_LG5fP0ZTW72qj
Thanks everyone for your help. The appeal is now submitted with the changes suggested by CatKat (thank you). I will keep you all posted of the outcome.
Seller_1YSN9KxzcsyND
Unfortunately, Amazon don’t support sellers, period! I’ve had so many issues with A-Z claims where a lot of my customers actually had the product, but it was delivered late so they just put a claim in knowing that Amazon will refund them no matter what and they get to keep the item as well.
Thanks to Royal Fail, I’ve lost a small fortune in merchandice over the last month and amazon couldn’t care less, they just refund anyone who starts whinging regardless if it’s out of my control or not.
I’ve now actually pulled all my items and downgraded my account because of this, so good luck with any appeals - I’ve lost count how many times I’ve appealed their poor decisions but it falls on deaf ears every. single. time 
Seller_VB5SoHPCYnrFO
Let us know how you get on please we’ve yet to win any! Recent one for us £25 perfume ordered on the 4th December we shipped using Royal Mail fully tracked 48 on the 5th, Customer messaged us to say item not received on the 15th to say item not received, we explained the situation on the 16th and asked to be patient, pointless really! They Opened an A-Z on the 17th, low and behold the item arrives on the 17th! They message us to say a refund is not required now however its already been granted and we now need to appeal! We appeal on the 27th and you guessed it they’ve granted him the refund! Just usual practice, I don’t know why we explain our situations pretty standard practice to be honest!
Seller_RnDSpi3VaWB4x
Always understand Amazon views third-party sellers as less than pond life to be exploited by fraudsters and everyone else alike. The way A to Zs is structured is to make it impossible for sellers to challenge the decisions by, for example, uploading documents, Amazon arranges things that sellers award dubious late claims, etc by fear of getting an A to Z. eBay, during this period of strikes have been magnificent in kicking nuisance late claims and INRs into touch.
Seller_xHpUTBIqpbBaz
Strangely enough I had a poll from Amazon today asking if I agreed their A-Z claims were fairly dealt with. I think you just have to suck it up until they changed it. I had someone actually send me a message to say they were not happy although they had received the item (signed for) they had now found a cheaper one, there were e mails back and forth. They then actioned an A-Z claim saying they had not received it and Amazon paid them out. I appealed claiming they can read the e mails but it made no difference.
I think their system is very unfair, they have now forced us to send everything with tracking but still pay out very quickly if the customer shouts. They pay no attention to Christmas post, strikes or anything like that it’s up to you. They literally hang you out to dry. Sorry if Amazon are reading this but it’s true you never back us.
