A to Z claims and tracking
Has anyone else had issues with A to Z claims granted when tracking clearly shows that the item is in the buyers country but the buyer refuses to collect it? Sometimes I can’t see the point in tracking if Amazon refund customers when they can clearly see where the item is. We have had this happen several times. Items go to a certain country and then the buyer complains they have not received it and so opens an A to Z and even when we show all of the tracking Amazon refund them. The same thing happens with damaged goods. A buyer claims the product is damaged, won’t send any proof, as in a photograph and they get refunded.
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Seller_EJIX7rqDNQJi2
Claims like this require a very good representation, but I always manage to have them denied.
All you need to do is state that the delivery was attempted on (date) and the package is stored at the buyer’s local post office, awaiting collection. In case that the order gets returned as undeliverable, you will refund in full (unless the buyer selected Expedited Delivery at checkout).
You are not supposed to ask buyers to send you any photos as proof. This is not eBay. Amazon doesn’t decide claims based on pictures.
All you need to do is authorise all eligible returns immediately.
Then respond to “Items Not As Described” A-Z claims like this:
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned and no return tracking information provided. I will issue a refund as soon as I receive the item back.”
Seller_cBJpey0lOMZqe
Thanks
If Amazon don’t want photographic evidence then we just accept a return for the ‘damaged’ item?
With our tracked products, when I appeal an A to Z I send Amazon the tracking details, where the item is, phone numbers for pick up shops etc and they still refund and we have had one where the courier provided a signature but the customer said it wasn’t their signature and so they were refunded. I must say that most of these cases are on the French Market.
Thanks for the advise so far
