A - Z Claim, INR Although Tracking Shows Delivered!
Hi All, we have received an A - Z Claim for Item Not Received, even though the Tracking shows the item as being delivered.
The item was sent via Royal Mail Tracked 48 and the Item Selling Price was £11.13.
It was dispatched on 29th October and delivered on 1st November.
The customer raised an A - Z Claim and we submitted our response stating the Tracking Details. However, it has gone in favour of the customer and we have received the following response from Amazon:
Hello,
We have granted the customer’s A-to-z Guarantee claim of £11.13 on Order 026-2048295-8781955.
_We have refunded the customer and debited the amount from your account because the customer claimed the order was not received. _
We typically hold you accountable for these claims when:
- You fail to provide tracking for the order shipment
- You do not ship the order on time
- The order arrives late or not at all
- You send the order to the wrong address
We may also hold you accountable for claims if we reach out to you during our investigation and you fail to respond within three calendar days.
You have an opportunity to appeal this claim within 30 calendar days of the decision and can do so on the A-to-z Guarantee Claims page in Seller Central. For information on how to appeal, refer to this help page: https://sellercentral.amazon.co.uk/gp/help/202041210.
_For more information about claims, refer to this help page: https://sellercentral.amazon.co.uk/gp/help/27951 _
Sincerely,
The Amazon A-to-z Guarantee Team
The next stage is to appeal the decision, based on the fact that we did the following:
You fail to provide tracking for the order shipment - We provided Tracking Information
- You do not ship the order on time - We shipped the order on time
- The order arrives late or not at all - The order arrived within the estimated delivery window
- You send the order to the wrong address - The order was sent to the customer’s address
We may also hold you accountable for claims if we reach out to you during our investigation and you fail to respond within three calendar days. - We responded within 3 calendar days
Questions I have for other Amazon Retailers are:
-
What is the point of using Royal Mail Tracked (without signature) if it offers no protection from customers claiming non-receipt?
-
If Amazon don’t regard it as a reliable service, why do they use it themselves?
-
Is there any point in appealing the A - Z Claim?
-
Do you have any suggestions of how this can be turned around in the favour of the Retailer?
-
I remember we received lots of A - Z Claims when the Royal Mail Tracking site stated that the customer’s parcel was delivered to you or a neighbour (this has now been removed as it was open to abuse)?
0 replies
Seller_qZO3ZCjoBXEeL
Did you upload the tracking information at the same time you marked it dispatched?
I don’t think tracked 48 includes a signature by default? Without a signature I don’t think Amazon will accept the tracking alone as POD.
Seller_fr8NAE50hJfYa
Unfortunately I had the same issue with tracked 48. Unless you have a buyer signature you will lose the appeal.
Seller_EJIX7rqDNQJi2
Unfortunately, when you ship with just tracking and there is no signature confirmation on delivery, the chances of winning a potential A-Z claim are never 100%.
Usually, they close them as Amazon Funded or sometimes even denied but it seems to me that lately they started handling them more strictly. Even I am having issues when disputing them. Amazon keeps reopening the same A-Z claims and asking me to respond again and again.
Seller_Ys2EtnwHNCF9x
100% EXACTLY the same happened to me yesterday! My customer from UK suddenly “remembered” that the product he bought of my 3 months ago “did not arrive” and opened A-Z claim which was decided in his favor!! Although I got the tracking number which clearly states it has been delivered on the very next day after purchase!!! What is going on?!?!
Seller_63OPhuPwudI74
customer claimed the order was not received. the day
after they got it then opened a to z now our account is
at ~~ risk ~~ Amazon shut our store front a while ago i wondered
why sales were down customers can only see recently listed
items i don’t understand this. it’s getting to be to much stress
i have recently had a heart attack. no sarcastic remarks please.
Seller_amUAzjvL5uIzu
Are all you posting here not sending a Letter Before Action followed by Small Claims action against the buyers for fraud no matter what the cost of the items?
Seller_x3BT9arv4ODzZ
Amazon do not accept tracking unless it has a signature, we have had many of these, and very seldom do we win the A-Z, even with a signature they still go against you as customer just needs to tell them its not his signature.
Seller_TJ0OzwA4lpGqS
I strongly believe that signature IS NOT NEEDED to win the A-Z claim. What you need is:
- proof of postage showing the recipients name/address/postcode (it needs to match “Ship to address” from the order page)
- delivery confirmation via online tracking service (with or without signature)
This is all what is needed. It wouldn’t make any sense to require a buyers signature as a proof of delivery.
You might get into trouble with any of these things:
- You fail to provide tracking for the order shipment
- You do not ship the order on time
- The order arrives late or not at all
- You send the order to the wrong address
But as long as you have shipped the order to the correct address and it has been delivered you can make an appeal and get your money back. All these other things are only a scare tactics to make you more strict about order fulfilments. But these may delay the refund process (getting your money back) and make it harder. There are 3 possiblities:
- buyer will lose the A-Z case and you will get your money back
- both buyer and seller will get their money back (Amazon funded)
- you will lose the case (if you do not provide enough information or word it properly!) and you will be forced to go to small claims court
