Customers are always required to contact you before filing an A-Z claim, either via Buyer-Seller messaging or a return request. If after 48 hours, customers are not satisfied, we enable them to file a claim
Had the above notification from Amazon today.
I can’t believe Amazon have actually done something to help support sellers (in terms of sellers at least having a chance to sort out an issue instead of instantly being slapped by an ODR in the form of an instant A-Z).
Am I reading this wrong as I am too amazed to believe it!
Is it just wordplay that will be ignored as soon as a customer wants to raise an A-Z without a return request first?
21 replies
Seller_Wqg5EgqxuOwDD
This has always been the case, unfortunately what often happens is that the buyer phones CS and they open the A-Z for them without any contact having been made.
Seller_SDxk7G4q1WEMa
In a word yes, as said as soon as the buyer ring CS its an A-Z Claim, the last A-Z I had the buyer told me customer informed them to raise it.
Seller_EJIX7rqDNQJi2
Here is a thread which I already started regarding the matter two months ago.
It includes detailed guidelines about handling A-Z claims properly under the new, updated policies:
Seller_DROodOAYHftnc
That’s the way it has always been - customer should contact seller first, BUT if they go to Amazon Customer Services first that gets by-passed and CS opens one for the customer - my feeling that is not right, but hopefully they might start following their own policies !
Seller_SHpe5c4eREBFN
I think the new bit in the recent news bulletin is that when a customer requests a return you now have a maximum of 48 hours to respond to that return request. If you don’t respond in that time frame then Amazon will automatically refund the customer if they make a claim:
"You can see your outstanding return requests on the Manage Returns page in Seller Central. In the event that a customer files a claim and you have not provided any response to the return request within 48 hours, we will grant the claim and debit your account for the claim amount"
Seller_io6d9YS1y34K8
Another hurdle to jump through that makes no difference at all,
Seller_YWrBTuJFQIS8D
Amazon doesn’t help sellers i had an A to Z claim 3 days ago there was no prior contact from the buyer. It was immediately refunded. I appealed with tracking and signature and they said they are sticking to the same decision. 
Seller_rOIX23dZSC6lz
Always been the case, but, as people above me have already mentioned, Amazon CS love nothing more tham opening up a claim against you, not bothering to even tell you and then grant it against you as you have not replied within the time limit set by them.
Seller_XGIuvGmeV3X50
Customer services are piece of $$£%£
Received an email yesterday
We have been contacted by our mutual customer
Customer wants to leave feedback
Please contact customer to arrange a feedback
Notes: Thank you very much for fast delivery
How on God dam earth I am suppose to respond to this !
Also an other one
We have been contacted by our mutual customer
CX has used wrong card for payment
Please contact cx and charge correct card
This one was forwarded to MDs straight away
We also received an A-z for item shipped by Amazon Logistic (showing delivered) - CS have zero brains
