Glitch in Amazon's system concerning withdrawal of A-Z claims
For several years now I have been complaining to Amazon about a glitch with their A-Z system. The most recent happened on 21/10, the buyer opened a claim which I then resolved with the customer, they withdrew the claim using the Amazon help page, when a customer withdraws a claim you should receive an automated email to verify it has been removed however when the claim is withdrawn through the help page I noticed that I do not receive this email. Then after a few days the system resets and grants the claim in favour of the customer. I have been complaining about this for at least 5 years now but nothing is done about it. I usually have to contact Amazon multiple times before they reverse the claim back to being withdrawn which is extremely frustrating as it usually takes several hours of telephoning over several days until the problem is resolved, many times it is not resolved. This time I called in advance and told them what would happen and sure enough today 29/10 the withdrawal of the claim was reversed by Amazon without the customer reopening the claim, I know the claim was not reopened as I did not receive the automated email saying that a claim was opened. It’s incredibly frustrating as the seller experience on Amazon is already poor enough without this constant problem. Hopefully a mod will see this and finally fix it but judging from my many poor experiences on this platform nothing will be done as usual.
4 replies
Seller_ZVAz3d5lZuGid
' Hopefully a mod will see this and finally fix it '
First of all, it is unlikely that a mod will even read your post unless you actually tag them in to it, and secondly, the mod will not be able to do anything anyway to fix it - that would need to be Amazon management / someone with some authority/clout to do something.
Seller_ae51e0CJoHqCX
so many glitches relating to A_Z which is bot system driven that you won't get anyone to resolve it. It doesn't affect Amazon and the customer. It only has an effect on you as a seller and Amazon don't really hold much regard for sellers. Maybe it will change one day but as you identified, it has been 5 years just on this issue alone.
I had an A-Z which went in my favour so didn't affect my metrics because it was fully tracked etc, however I raised a case and they just say the decison is what it is. I still funded it so go figure.
