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A-Z Claim appeal still granted even though tracking shows delivered
Yet again Amazon have granted an A-Z and refunded the customer even though the item has been delivered, I appealed with the proof and still they have taken the money from me.
Can any mods help?
Order number 026-1391046-5342700
9 replies
Seller_ZVAz3d5lZuGid
The ONLY way any mods might intervene is if you actually tag them in to your post - they will not see it otherwise, and you probably need to open a case with SS for them to look at the case ID (am not sure if they can search via order ID ??)
Seller_OC4AKQTpHwKwL
We lost an A to Z, this is what we sent to Amazon this morning
Could we ask you to look properly at this case, please?
Royal Mail delivered initially to the wrong address, with in the allocated time frame, we obviously have no control over Royal Mail mistakes.
The buyer was very angry from the first contact, on Friday 21st February. The emails continued through Saturday & Sunday, often sending multiple emails within minutes of each other. We did our very best to help him, replying well with in the 24 hours allowed. We also used the Amazon tool to let Amazon know that we felt intimidated & threatened. We did contact Royal Mail yesterday, however they ask for 2 working days for replies.
We appreciate that the book did arrive late, but the customer hasn’t left for his holiday. As you can see from his emails, when we asked him to use the Amazon return system, he called us a disgusting company & opened the A to Z.
This isn’t really very fair to small companies like ours, that we can be treated like this.
Thank you
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_EQ794bV84PYg0. The A-Z Guarantee System is not fit for purpose and does not protect sellers from fraud.
With regards to these situations, Amazon inserted an incredibly corrupt statement in their A-Z Guarantee Policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This means that even if you secure and present as evidence: signatures, GPS coordinates, proof of delivery image, full-tracking; if the customer says they did not receive it Amazon will refund them from your pocket in the name of customer experience. Even in circumstances where you used Amazon's "Buy Shipping", this only protects your order defect rate (and further lines their pockets from the commissions they take)!
Whilst you will not see your money or product (unless the customer wants to put this right), please ensure you report the customer to Action Fraud UK. The more sellers that do this, the bigger the chance that action will be taken against them. It may also be worth reporting your experience to the Competition and Markets Authority (CMA), as Amazon holds far too much power here and undermines third-party delivery methods, forcing sellers that want protections towards FBA services – which is incredibly anti-competitive!
On a side note, we continue to send our orders 'Signed For'. Whilst we know we do not stand a chance if the customer claims the item did not arrive, we find it dissuades customers that may be tempted to claim from doing so.
All the best and good luck!
Seller_9vIy0m25XaQc0
One of mine i had a photo of the customer being handed my / her parcel into her hand, everything matched in the photo. This AtoZ was granted to the customer.
I just don't bother anymore, just move on.
Meanwhile eBay is completely different as i have had several claims where eBay has gone with the parcel tracking and declined the claim and supported me the seller !
Spencer_Amazon
Hello @Seller_EQ794bV84PYg0,
I am Spencer with Amazon.
I saw your appeal on the claim. Can you now raise a case with Seller Support appealing the rejection of your original appeal? Specifically mention that you used Amazon Buy Shipping. Then share the case ID with me. If there is another rejection or no answer by next week I will forward it to our partner team.
Regards, Spencer
Seller_Fg2fqaWOnEtha
The difference is that for Amazon sellers are disposable, they get more than they need, they sell themselves and they have other operations like AWS that make possibly even more money. eBay without the sellers is nothing, just an empty shell, so they really want us to stay.
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