What an absolute Joke
How exactly does this makes sense?
Customer made a claim that not received parcel.
Sent proof of delivery including picture showing parcel in letterbox, gps coordinates etc.
She immediately opens an a to z claim and gets it granted - obviously, but this is the response from amazon acknowledging that customer received it, but authorising a refund anyway!!
I suppose I am meant to be happy that the amazon enabled and encouraged fraudulent behaviour will not impact our order defect rate.
"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
What an absolute Joke
How exactly does this makes sense?
Customer made a claim that not received parcel.
Sent proof of delivery including picture showing parcel in letterbox, gps coordinates etc.
She immediately opens an a to z claim and gets it granted - obviously, but this is the response from amazon acknowledging that customer received it, but authorising a refund anyway!!
I suppose I am meant to be happy that the amazon enabled and encouraged fraudulent behaviour will not impact our order defect rate.
"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
17 replies
Seller_D8CkX6tSUw46P
If you open a Safe-T claim, Amazon should reimburse you for that order.
Customer will still have got their money back but at least it doesn't effect you in any way.
Seller_2MDS66zdjPMUU
Jolly well does affect you as Amazon will not be reimbursing you for the fees or the full retail cost .
Agree with Allan Williams Books.
Seller_eBdcCdLghm5NV
Safe-T claims are only for returns without A-Z, not A-Z claims. Unfortunately, I don't think that's your avenue here.
Submit an appeal and hope for the best, but miracles like that rarely happen.
Gotta love it when amazon say "we took your money and gave the customer a free item, but at least we decided it wasn't your fault". Thanks.
Xander_Amazon
And if you believe this decision should be reversed, you have 30 days to appeal the claim. When you appeal, make sure to reference all the delivery evidence you provided—the photo showing the parcel in the letterbox and GPS coordinates are strong proof.
You can appeal by going to Performance > A-to-z Guarantee Claims in Seller Central, clicking the "Option to Appeal" tab, and submitting your case with all the details.
Seller_fLJ3Hdgrt17Ze
Hello Xander,
It’s the same situation for us. We have submitted many appeals, but unfortunately we never received any refunds. The ORD were removed, but the refunds were not issued.
Previously, Amazon used to protect sellers in these situations, but nowadays it seems sellers are not protected in the same way. It does not seem to matter what proof you provide — the seller still ends up being responsible for the financial loss.
Seller_2MDS66zdjPMUU
And what a waste of time appealing is. Never had ne reversed EVER
Seller_0XWc3TbYeT9US
Yeah sorry but you can't Safe-T an order with an A-Z Claim.
When the appeal is denied (it will be) report Amazon to the CMA for using third-party seller funds to retain customer satisfaction without due authority. It's what I keep doing, in the hope that they will eventually open a case to investigate the actions of the A-Z department.
Seller_FQHkqHJI5SqTh
I appreciate this is easy for me to say, but these orders where Amazon acknowledge, in writing, that that the order has been received, yet still refund your money need to go LBA and if no redress, Small Claims Court. I really cannot see how you can lose.
If enough of these end up on someone's desk maybe then something will be done.
Seller_2MDS66zdjPMUU
Exactly the same issue I have at the moment. If the postie's image on the RM site and Google Earth match the address and GPS then in my book it is independent evidence that the INR is fraudulent.
Not only this issue but a recent post here by me bemoaned that even with a signature AZs are rewarded. I quoted two examples over Christmas of fake signatures and INR claims by the recipient. The first was the main character in a book by a very well known author about wizards, and the second was the name of a prominent cartoon character who lives in America.
I cannot share the fake names here because my post was removed by ?Mods as I was apparenty sharing personal data of the recepient !!! The INR claims were upheld despite independent GPS and Google earth consistency with the RM image. .
Edit: I should have said that confronting a couple of oyther sellers with the independent evidence the INR "mysteriously" disappeared. Just saying.
Seller_EXwt7GyQDq9DX
You are lucky otherwise who can stop amazon to refund 10 times the amount .. Nothing is going out from amazon pocket so their aim to make buyer happy so buyer will give shout out to others.
Amazon is getting traffic because of these refunds from seller pocket ... Enjoy
Seller_PpWFjTxNcjJzG
Is it possible the item was stolen from the customers letterbox?
