Can anyone help with ATOZ Claim
Hi
I have appealed a ATOZ claim, Amazon have said they are withholding the original decision as the i never provided information when they contacted me first time
But i replied to them with the correct information and info of tracking info
19 replies
Seller_d8YGbIjNqwFxn
Did you have a signature to prove delivery? Amazon often require the customer to sign for a package to prove it was delivered.
I notice on my last couple of A-Z's they are explicitly telling me a signature is required even though I had full tracking to show delivery.
Seller_AUvJ2zA5ictmq
go back to them sending a message for the attention of seller central and send a screenshot of your previous message, ask them to re-visit your case
Sarah_Amzn
Hello @Seller_MeUK3N1GoaT4G,
This is Sarah with Amazon.
Could you please share the Case ID so I can check if I can assist you?
Best regards,
Sarah.
Seller_MeUK3N1GoaT4G
Hi Sarah
Hope your doing well, appreciate the help
10992439592
This is the most recent case Id
Kind Regards
Sarah_Amzn
Hello @Seller_MeUK3N1GoaT4G,
After consulting with our partner team, they have shared the following timeline regarding your interaction with the A-to-Z Guarantee claims team:
- April 1, 2025, 10:50 BST: The A-to-Z team initially contacted you requesting additional information. They specified that if no response was received within 72 hours, they might rule in favor of the customer and debit the claim amount from your account.
- April 4, 2025, 11:19 BST: Having received no reply from you within the specified timeframe, the A-to-Z team sent a follow-up email informing you that they had decided to grant the claim in the buyer's favor.
- April 4, 2025, 15:09 BST: Our records indicate that you submitted an appeal against this decision.
Could you please confirm if this timeline accurately reflects your correspondence with the A-to-Z Guarantee claims team?
Best regards,
Sarah.
Seller_MeUK3N1GoaT4G
Hi
I have attached a screenshot, that i replied on 1st of April, once again appreciate all the help
Kind Regards
[Moderator Edit: personal data removed]
Sarah_Amzn
Hello @Seller_MeUK3N1GoaT4G,
thank you for the information. I removed the screenshot because it contains personal data.
I will request a new investigation from the partner team and let you know as soon as I have an update.
Best regards,
Sarah.
Sarah_Amzn
Hello @Seller_MeUK3N1GoaT4G,
The partner team will proceed with the refund and remove the ODR impact.
Could you please confirm once you receive the communication?
Best regards,
Sarah.
Seller_MeUK3N1GoaT4G
Hi
Yes received communication regarding refund, appreciate all the help.
Thank You
