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A TO Z TEAM INTENTIONALLY CREATE FOR DESTORY FBM BUSINESS???
Hi Everyone
I believe Amazon create this team only to destroy FBM Business. Tell me if i am wrong after reading my case.
One of our customer contact us 1st September his words is
"01-Sep-2024 15:19
I accidentally set the postcode to the wrong address but it still says my house what do I do"
3 minutes later we responded but this customer never respond back that message or following 3 more messages.
By the way his item already been posted to his address 30 August 2 days before his first contact.
He opened A to Z claim 28 of September, This USELESS team refund money to customer and gave us ODR
I only thinking 2 option here, A to Z team is useless full untrained people there or They main duty is destroy FBM business?
Anyone who read so far please tell me if i have any single fault in this case to deserve ODR.
BY the way 6 times i appeal the case with all screenshots , proof etc... and they keep closing case.
As all FBM Business owners we have to became one to find permeant solutions for this USELESS TEAM
Seller_tLx8Dbnj2mlIb
Hello mate
I'm sorry to hear about your troubles...From my own experience is a matter of appealing their decision and using these EXACT wording (I have not had a single A-Z affecting my ODR since using this hence for the last year):
''Hello
This A-Z claim should not affect my ODR (Order Defect Rate) as I purchased Amazon's Buy Shipping for it and it was also shipped on time, and your own policy (https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB) clearly states: ''If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.''
I'm fine with covering the financial part but my ODR should absolutely should not be affected at all by this A-Z Claim and hence I expect the decison for this claim to affect my ODR to be reveresed asap, otherwise you guys would be breaching your own policy and this would be incredibly unfair on the seller (me)..
Yours sincerely;
(Your name/username)''
This is all you need... Works perfectly each time...
Hope this helps;
Ripley
53 replies
Seller_ZJhFeE3tNKzfh
It's not that they are useless - they are either bots built to follow a script, or humans trained to follow a script.
The issue with yours will be that, I assume the order was not able to be delivered - that is what the A-Z AI or human will see, and that is all they are looking for.
You should appeal if you can with the evidence that the customer has admitted their address was incorrect.
If the appeal fails - email managingdirector@amazon.co.uk
Also, tag in a moderator who might be able to look at your claim. You will need to share a case ID.
@Winston_Amazon
Seller_ae51e0CJoHqCX
As much as seller support are difficult to work with, I have to admit that if your complaint to them was structured the same way as your issue, I myself would have trouble following it.
How did you send the item? Did you use buy shipping and was there a receipted delivery?
Regardless of what the customer has said and also I understand very relevant to your issue, this is the only thing Amazon will consider on claims.
If you have used buy shipping and shows a confirmed delivery then this will not harm your stats but you may still lose the money on the item.
If you have a proven receipted delivery and the customer has received it then you should appeal this along with your proof of delivery.
This is where it begins and ends I'm afraid and you can't win them all. If you sent the item without a tracking method or buy shipping then it doesn't matter what happens, a customer will win an A-Z no matter what.
All a customer has to do to win an A-Z claim is contact you initially to say they have an issue in which Amazon will give you 2-3 days to prove delivery or provide a refund. If neither then you will lose as soon as the buyer takes it to the next stage.
Bitter pill to swallow but if this is what seller support are advising then they are following protocol and will not help you. It is an occupational hazard of selling on Amazon. Seller support are not being useless, they are just following policy. All sellers have the same criteria. They are not out to destroy FBM business and I am not saying you deserve the ODR but that is dependant on how you sent the product.
Seller_QFivb25YBNqBc
A-Z claim policy is primarily designed to protect buyers, not necessarily sellers. It is not ''useless'' when it provides buyers a ''money-back'' guarantee.
For all sellers, it has always been, ''get on it'' or ''get out''
Seller_V34vA9hfLDvlc
all a to z are automatically given against us they brought that rule in about 2 years ago now i think it is(might be wrong on time) and we have to appeal them
Seller_tLx8Dbnj2mlIb
Hello mate
I'm sorry to hear about your troubles...From my own experience is a matter of appealing their decision and using these EXACT wording (I have not had a single A-Z affecting my ODR since using this hence for the last year):
''Hello
This A-Z claim should not affect my ODR (Order Defect Rate) as I purchased Amazon's Buy Shipping for it and it was also shipped on time, and your own policy (https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB) clearly states: ''If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.''
I'm fine with covering the financial part but my ODR should absolutely should not be affected at all by this A-Z Claim and hence I expect the decison for this claim to affect my ODR to be reveresed asap, otherwise you guys would be breaching your own policy and this would be incredibly unfair on the seller (me)..
Yours sincerely;
(Your name/username)''
This is all you need... Works perfectly each time...
Hope this helps;
Ripley
Seller_QFivb25YBNqBc
Anybody who has been selling on Amazon for a while would understand your feelings. I spent hours, yesterday, talking to Amazon to agree with me and remove unnecessary negative feedback.
{The buyer cancelled order because ''it is sold by a third-party''}
The buyer gave me negative feedback of one star, ''stating that ''order was not delivered''
I am now left with ''account risk of deactivation''. The feedback is still there even though I was told that they would look into it and make decisions
We are merely another Amazon money-making machine.
Julia_Amzn
Hello @Seller_6HXPDZ2n6YG3n,
Thank you for reaching out.
Can you provide the order ID for the A-Z claim you mentioned?
Thank you,
Julia.
Seller_or4dT3GeHJd54
Jeśli chodzi o działania Amazona, trudno nie zauważyć ich skrajnie proklienckiego podejścia, które niestety często działa na niekorzyść sprzedawców. W przypadkach sporów, takich jak te wynikające z A-Z, Amazon szybko i skutecznie broni interesów "klientów", choć nie boję się tych "klientów" nazwać ich wprost – "złodziejami". Mamy już kilka przykładów, gdzie Amazon uznał absurdalne roszczenia w ramach gwarancji A-Z, klient otrzymał zwrot pieniędzy, a towar nigdy do nas nie wrócił.
Takie działania prowadzą do nadużyć – klienci próbują "zjeść ciastko i mieć ciastko", wymuszając zwroty, a towar pozostaje w ich rękach. Przykre, ale tak funkcjonuje ta platforma sprzedażowa, której system często sprzyja tego typu nadużyciom. Niestety, sprzedawcy są pozostawieni bez realnej ochrony przed tego typu oszustwami.
Julia_Amzn
Hello @Seller_6HXPDZ2n6YG3n,
The ODR impact for your order has been removed. The changes will be reflected on your dashboard within 48 hours.
For future orders, please ensure to provide valid tracking details when shipping.
Thank you,
Julia.
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