Customer A to Z Request
Hello,
My customer opened an A to z request regarding an order.
The delivery address that the customer entered when creating the first order (30.03.2024) and the address sent to me when I told the customer that your order could not be delivered and was delayed due to your address being incorrect are two completely different addresses. He entered the first address randomly to skip the address part.
The customer created his order on 30.03.2024. I shipped the product to the address I entered in the order on 31.03.2024. Everything proceeded normally. Before the customer wrote, I saw that the product was late and sent a message to the customer. I informed him that the product was delayed due to shipping. I followed. We contacted the cargo company and learned that the product could not be delivered due to the customer's address being incorrect or incomplete and that it was sent to the cargo company's warehouse to be destroyed.
I have no errors or omissions in this ordering process. For this reason, I do not want to lose money due to my customer's mistake and do not want to return the money I received. Because the faulty party here is the customer. The product I sent to him will be destroyed and will not come back to me. I paid shipping costs to send the product to the customer, and it is unfair that these things are reflected on me and taken from me and given to the customer. I request your support in carrying out the necessary investigations.
I think you should protect sellers by being as transparent as you protect customers. As soon as the customer opens a dust claim, a refund is given without any questions, and Amazon generally does not take into account the defenses of us sellers. I would like to ask you to do a study on this subject. Together with you, we provide serious business and circulation here. We, the sellers, must also protect you from the customers.
I request your support in carrying out the necessary investigations.
@Seller_7LrAV0m5llaI7
11 replies
Seller_McsU5Q4ziB8Rg
Amazon seriously needs to find solutions to these issues. Our stores may face serious problems during an order process that we carry out flawlessly.
Seller_4DadcflHSGDYZ
The bad thing is that they do not investigate anything, they take for granted the return in favor of the client and that the seller loses, what a good management technique of your company.
But no matter how much evidence you send, the supposed support to the seller is useless, since they say that that area is not in charge, that they transfer it to another where they only speak in English and to which one as a seller does not have access.
If it is an important area, then why don't we as sellers have access, and even more so if it is a Mexican platform, that they put people who speak Spanish.
And these problems have been going on for a while and they haven't solved them, they said, I don't know how long ago that they were already investigating these and other cases where the merchandise is considered lost, but apparently everything remains the same and they don't solve anything. Now if it is by luck or like roulette that there are times when we have to lose, this is how this platform seems to work, as well as its Latin American competitor that has almost the same serious problems of theft, scams and so on.
Seller_wfATsf1DYuZpD
The customer enters the address incorrectly and tells Amazon that he entered the address incorrectly, but they fine me as the seller. For another order, the cargo company goes to deliver the order. The customer is not at home and cannot deliver the order. I'm guilty because I couldn't deliver what I ordered, my money is gone. It's definitely not fair. Business cannot be done by causing losses to regular sellers. They directly blame the seller without investigating the process. This is a very serious problem. Just for this reason, I'm thinking of closing all of my stores.
Seller_4DadcflHSGDYZ
What a good help, Lucre.
He already explained SRNBEST_STORE
the cause of the claim that had nothing to do with him and yet they decide to leave the claim with a bad rating, and I don't know what situation what he sent is in, if it has already returned to the buyer or if he continues with the package.
And even more so, the response he gives is like saying that you have no faults and that the client who gives the address cannot be wrong, that the seller is responsible, as that is impossible.
But you believe that you have all the answers and that what you answer is fair.
If you are going to follow those types of responses and investigations that who knows who will determine yes and no, at least modify that rule, which also does not know who designed it, of 1% so that you are affected, or the waiting time It's only 1 week at most.
But I still see that there is no point in complaining if they don't do anything.
Seller_wfATsf1DYuZpD
The cargo company tries to deliver the product twice, but the address is wrong and they say they cannot reach the customer by phone. Thereupon, the cargo company informs me that the delivery could not be made due to the wrong address and that the product was sent to the main warehouse for destruction. Thereupon, I contacted the customer and asked if the cargo company could not deliver the product due to the wrong address and whether there was a problem with the address. The customer said that he wrote the address incorrectly during the first order and sent me the correct address. He also told Amazon customer service that he wrote the wrong address. I said I would contact the cargo company and try to resolve it. The cargo company stated that 2 delivery attempts were made, but could not be made because the address was incorrect, and no re-delivery could be made. Then the customer files a claim saying the product was not delivered, and Amazon refunds the money for the product to the customer as a delayed delivery.
Expects trouble-free delivery to a non-Amazon address. When it cannot be done, he finds the customer right. But the customer cannot say that it is your fault because you wrote the address wrong. The authorities who made this decision should make a smooth delivery to the wrong address and show it to me. This is so annoying.
Lucre_Amzn
Hello @Seller_wfATsf1DYuZpD
Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.
I understand you received an A to Z claim from an order in which the buyer entered the incorrect address at first, and they requested a new address once you had shipped the product.
I went ahead and connected with our internal specialist team requesting a review of this claim and the respective decision, but the outcome is that the decision stands as the product wasn't delivered to the customer even after they send the correct address.
I realize this is not the solution you expected, and I really understand what this represents for your business.
My recommendation is that you attempt to ship another product to the correct address, and then you discuss this with your carrier to try to get an arrangement that will work for you, keep in mind that A to Z claims are created to ensure the buyers have the best experience possible while shopping at Amazon.
Thank you for your understanding.
Regards,
Lucre_Amazon
