Horrendous AtoZ Claim. Please Investigate
HI @Sarah_Amzn
Please can you check the AtoZ on: 206-3650712-8170706
Please can you look into and escalate this AtoZ. Customer requested the item be delivered to an alternate address, a holiday park, as such we managed to stop it and create a new lable (at our expense) in order to get the package where the customer wanted. Once delivered we messaged the buyer to advise they would have to collect it from reception. They then raised an AtoZ, this was seller funded but non ODR effecting. Having spoken with the customer (she called me), the customer has found the item. As such i have appealed the AtoZ, The tracking shows the item delivered to the new address given from the customer.
In a bizzare change of fate, amazon have denied my AtoZ appeal to request that the funds are rightfully returned to us AND moved it to an Effecting ODR strike...
Please look into this if possible please.
Thanks again for your help on this situation.
2 replies
Seller_ZJhFeE3tNKzfh
it won’t matter.
You are only covered if you send to the address as supplied on the order. As it stands you can only show deliver to a random address in amazons eyes.
If the customer asks for a change of address in future you have to tell them you cannot do so under Amazon policy and they must request the order is cancelled (via their order history) you cancel the order and they place a new one.
Spencer_Amazon
Hello @Seller_390A855lnDJhu,
I am Spencer with Amazon.
I saw you appealed the claim. Please open a case with Seller Support asking them to look into this again. Be as detailed as possible and share the case ID with me.
If this case is denied as well, tag me and I can ask another team to look into it.
Regards, Spencer
