A2Z Guarantee Claim Awarded against me
I have a customer who claimed against a non delivery. He contacted me and i tracked to find once the parcel arrived in Germany it was wrongly routed by the postal service and is now on route to him. I sent him this information but he has now made a claim for non delivery which has been approved by Amazon.
I had already opened a case regarding this to ask how to proceed.
Has anyone had anything like this happen please, it seems wrong to be penalised like this as ite no fault of mine, and the parcel will be delivered to the customer shortly (albiet late).
I will have refunded his money and also not had the item returned, and with little or non chance of it being returned to me.
0 replies
Seller_rGtEcZnu0JTRD
Unfortunately this is how Amazon works regardless of how fair we all think it is. If an item is not delivered by the due date, then the customer can put in an A-Z, and amazon will grant it as the customer is correct in stating that the item has not been delivered. Unlike the other place where sellers are given a grace period to respond and resolve Amazon do not allow this. We have had many cases against us like this, 95% of which are then delivered within a day or two of the claim being awarded.
If you are lucky, the customer can withdraw the complaint when the item is delivered, at which point Amazon will re-charge the customer and then credit you with the sale proceeds again, however history tells us only about 20% of customers will do this once they have the refund. Some will just ask for a returns label, mainly on cheap items where they know the postage is more than the value of the product, so they know you wont provide the label, however we often do just out of principle and surprise surprise not many actually get used.
Seller_vTCC47DVMGUB8
It is also not the fault of the customer, who has paid for goods that have not arrived, not an argument sellers can ever win.
All you can do now is wait, when it has been delivered you can then contact the customer, if you can not resolve the issue with them then at that point you can appeal the A-Z.
In that order!
