BUG in A-To-Z Guarantee Claim - Buyer-Seller Messages
Lets say a buyer places 2 orders.
These 2 orders are placed 12 months apart.
For example, Order One is placed on 1st January 2024 and Order Two is placed on 31st December 2024.
Now the buyer has some issue with Order Two on 30th January 2025, i.e. a month after placing it. But he contacts the seller via Order One.
The seller on receiving the message sees that the buyer is contacting for Order ONE. Therefore he does NOT know that the issue is actually about Order Two. The seller therefore reports the message as a scam mail since it is being sent 13 months after order date.
But Amazon lets the buyer open a A-To-Z Claim for Order Two. WHY ?
Buyer never contacted Seller for Order Two.
Amazon policy clearly states that the buyer has to wait 48 hours for response / resolution from seller after messaging them.
The bug here is ---->>> Because the buyer contacted seller via Order One AFTER Order Two was already placed, Amazon assumed that the message from buyer is for Order Two.
This should not be allowed. Amazon should be able to distinguish between messages for different orders from the same buyer.
14 replies
Seller_ZJhFeE3tNKzfh
I agree it should not be allowed - however, amazon simply state the buyer must 'contact you'. There is no clarify on having to contact you via the order in question.
It has been like this for years, so I would assume amazon are in no rush to change policy on this one.
Seller_ae51e0CJoHqCX
Yes you're right on this and this is where experience on Amazon helps.
It is not unusual for a customer to make a query using the wrong order number. If I see an order does not make sense, I would alsways click on the name in the order and check the order history.
The only time this really goes against you though is if there is truly no tracking to support the customer claim and probably a genuime claim.
The other known bug is when a customer queries something that may not be delivery related and then a few days raise an order not received claim and the A-Z goes straight through without you getting a chance to deal with it.
