Appealing A-Z claims (Royal Mail strike)
We are now starting to get some orders being delivered which have had A-Z claims opened and refunded by Amazon.
Has anybody had any success appealing these? If so, have you quoted a policy? How have you worded the appeal? Have you asked Amazon to either reverse the A-Z or ensure that items are returned?
Experience over the years does not fill me full of any confidence, but daily A-Z’s because of the strikes v one or two a year normally is a slightly different situation.
0 replies
Seller_Wqg5EgqxuOwDD
Yes. Had one yesterday, appealed it stating 1) we’d used buy shipping, and 2) quoting the banner on the account health page.
Got up this monning and it had been changed to Amazon funded, no defect, and money has been paid back to us.
From other threads it seems though that it’s pretty hit and miss as to what outcome you will get. Nothing to lose by trying though.
Seller_ae51e0CJoHqCX
Always difficult to give a definitive answer on this one. I have had one or 2 A-Zs that are Amazon granted and not counted against metrics but I have used buy shipping etc.
As for overturning previously granted claims, I have been less successful. I don’t think I have been successful with an appeal but it is a changing landscape. Bit of a lottery who is paying for what at the moment, I am failing to see a definitive pattern to what is being granted and not granted.
Seller_FqalN2Equ13mj
We had 7 claims from one day that was affected by the strike, 5 Amazon and 2 eBay.
The Amazon ones were all refunded, the 2 eBay ones asked for replacements.
All the parcels were eventually delivered, we did send a message the day before delivery that the orders were now moving through the system and to refuse delivery if possible, but they all got delivered.
The 2 eBay customers contacted me and returned the orders.
Nothing from the Amazon customers, but after a follow up message, 1 contacted Amazon for a re-charge of their card, 1 replied and will pay for the item, but nothing yet and 3 have not replied to the message.
There are a lot of things Amazon could do to facilitate good moral practices in these situations, like changing the Refund button on an order to Re-charge once a refund has been recorded.
Seller_3TuKPsB3ieWKC
The issue is Amazon’s insistence that buyers can keep the item and get a refund. I appreciate this is not an Amazon issue, but a Royal Mail one. I appreciate customers are annoyed. We are ‘happy’ to cover the cost of customers returning items if they want to, but is it really beyond the realms of possibility that Amazon can have a system where buyers have the option to keep and re-pay or return at the seller’s expense.
Around 95% of eBay customers reply to messages, most repay and the odd one or two return items. Amazon is a totally different story.
Seller_L2WLWf8N814M4
Hello @Evotex_Trading,
Keep in mind that you have 30 calendar days to submit the appeal.
I hope you will get a positive outcome.
In case you need some reference here is the link of A to Z claims help page.
Thank you to other sellers for sharing their experience.
Regards
Nickolas
Seller_xUKHc5xSYJmI4
If you have received the following message
Dear *********
We have granted an A-to-z Guarantee claim of £***** on order --**. We have covered the cost of the refund and have not counted the claim against your Order Defect Rate.
Then you do not have to do anything else.
On the above occasion we offered a resolution by offering a full refund buyer have not accepted a full refund and initiated an A-Z claim. The motive to damage our seller metrics which he failed to do following appeal. The whole purpose of the A-Z dispute resolution is for the seller and buyer to reach agreement not to abuse the A-Z policy when the seller has offered a full refund which is not accepted.
Seller_nDmVXVcXMQPvR
i now have 6 AtoZ claims open under review all shipping bought on amazon buy shipping. Had one appeal rejected buyer says he now has the item. Cant seem to send appeal again was not amazon funded either. It really is hit and miss and do i re send an appeal?
Seller_xUKHc5xSYJmI4
I think Amazon should consider reviewing its feedback policy. To leave a one star review for a none delivery when there has been no communication from the buyer appears to be just unfair system. The seller has not had the opportunity to address the issue but the metrics have been damaged. eBay had wisen up to the on their platform they will not allow a negative without giving the seller the opportunity to address the matter. Also when there a problem with prime delivery you contact Amazon customer services advise them of the problem which is usually addressed very quickly. However as a seller they damage your metrics without any communication makes us wonder whether this was the motive behind the purchase.
How do we know if the buyer wants a replacement or refund when no communication has been made. On the flip side of the coin why would you want to help someone who cannot be bothered to let you know there was a problem with the delivery? We are required to follow a process that is to investigate the issue before deciding what to do.
Seller_L2WLWf8N814M4
Hello Sellers,
First of all i want to say a genuine thank you to all of you for the feedback shared.
Could you please share any other suggestion that answers @mobiles-r-us1 question.
I want to take this occasion to wish you happy holidays.
Regards.
Nickolas
Seller_TK2OUpwGNKKsN
We’ve had a lot a A-Z claims. We’ve appealed some have been granted but the defect rate removed from our account. Others granted and still with the defect even though the customer now has the item.
I haven’t had any Amazon funded ones.
Although I haven’t found a clear policy of being liable without return of the product.
Although we didn’t use buy shipping but click and drop,
It’s more than annoying that the customer has the item, the seller is out of pocket for both the shipping and the product and in some cases a mark against your account.
