Advice on defending a-z claim with delivery picture
Hi
Any advice on how to appeal an a-z claim with postage purchased through Amazon and where the tracking shows as delivered with a picture of the item being handed over over?
It’s already been granted with the funds being deducted from my account and it’s at the appeal stage. I would have hoped I’d won but it seems even with this evidence Amazon always won’t fund the refund unlike eBay.
I’ve had a few a-z like this and have also lost the appeal so any advice would be greatly appreciated.
It’s so infuriating that Amazon don’t automatically fund these if they want to refund the customer as it leaves such a bad taste in my mouth and wants me to give up on the platform!
Cheers
Coxy
5 replies
Seller_0UsCN5pKkU6bJ
Any advice please?
Anyone actually won an a-z without a signature? I would of thought a picture would speak a thousand words?
Seller_zMdVY1OvvxqwA
Hi
I’m sorry to hear you’re having trouble. It is very annoying that claims like this get granted when Buy Shipping was used and Amazon already have the tracking details on their system.
The Claim Decision email you received should explain the format they want you to use to write an appeal and state the details. If you’re wanting to include a document or screenshot, unhelpfully, there is no way to attach a file to an A-Z appeal. The only way to get Amazon to see a supporting document is if it has gone through Buyer-Seller messaging, which means sending an email to the buyer with the document as an attachment, which is far from ideal.
I hope they overturn the decision but at the very least, they should remove the claim from your ODR because their policy clearly states that INR claims where Buy Shipping was used should not be counted against the seller’s ODR, regardless of whether the claim is granted or not, so I would emphasise that on appeal as well.
From personal experience, the only time I’ve had an INR A-Z claim for a Buy Shipping item where the tracking showed it had been delivered, Amazon granted the claim out of their own pocket. There wasn’t even a photo confirming that one! Also from experience with other claims, Amazon may or may not remove the claim from your ODR, in which case a letter to the MD’s office clearly stating policy should get that sorted.
Good luck!
Seller_g9A9pMrqcDqa1
Have you asked the buyer if the image is of their home? Are you certain it’s the buyer’s home as couriers make mistakes and do deliver to neighbours? Check the image against street maps or if the house has sold this century look at sold house prices to see if there’s an image of their front door. Are the GPS coordinates of the delivery location showing?
Usually Amazon find for the buyer in these cases but not always. Appeals can sometimes overturn the original decision but often not.
Winston_Amazon
Hey @Coxy1970,
I will reach out to you via Direct Message, please check your inbox!
