Countries
Read only
A-Z Guarantee claim granted against us and appeal rejected despite tracking/customer confirming receipt and customer actually telling Amazon he'd received it
Hi Admins, can you help with this please
We sent an item via tracked (180 EUROS) to a customer in France. Order no. 404-2907841-9144305
He put in an A-Z Guarantee claim and a few hours later, before the claim was even settled the item was delivered. The customer messaged us with a picture of the item and confirmed he'd got it. He even told Amazon he had it. Since then the claim was granted against us and I appealed it using the recommended template with tracking numbers, showing when and where delivered and added the fact that the customer has confirmed delivery to both us and to them.
@Maja_Amazon@Winston_Amazon@Ezra_Amazon@Julia_Amazon@Julia_Amzn
I got my usual absolute joke response from the A-Z Guarantee team stating we hadn't provided enough evidence to prove delivery.
There is no argument from the customer and the tracking is very clearly showing delivered. The customer has tried to help us but Amazon have duly ignored him.
Can you please help get us reimbursed on this?
0 replies
Seller_469SU3Aj73sZL
This is not Amazon admin it a group of fellow sellers
You need to raise a case with Seller support If you get no joy then could email the MD that is all these messages you mention are in your messages folder on your dashboard so MD office can look at them
I had some with full tracked and customer not recieved which they say is faulty so you did get it then
Customers contract is with Amazon and Amazon contract is with the seller.
Seller_xySbvelx4DBqR
@Julia_Amzn@Julia_Amazon@Ezra_Amazon@Winston_Amazon@Maja_Amazon Can you assist please.
Julia_Amzn
Hello @Seller_xySbvelx4DBqR,
Thank you for reaching out.
Did you ask your customer to withdraw the claim?
Best regards,
Julia.
Similar Discussions
