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More A-Z Claim woe
We have just had an A-Z Claim granted against us for the normal non delivery by Royal Mail but had no prior email from the customer to nform us that the item had failed to arrive. It was our belief that the buyer has to contact the seller before an A-Z can be applied to allow them to refund or re-send?
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Seller_ZJhFeE3tNKzfh
It should yes (unless you failed to mark the order as shipped).
That being said, has the customer ever opened a return request or messaged you regarding a PREVIOUS order? As unfortunately it tends to be the case that amazon don't actually look to see whether ther customer has messaged regarding the order in question.
Even with the above though - its still work appealing the ODR removal if not the monetary loss as amazon would have then opened an A-Z against their own policy.
That being said, easiest way it seems these days is appeal the A-Z, wait for it to be rejected, then to copy in a moderator here with your case ID and order ID. They then kick the A-Z team up the backside to sort things properly.
To copy a mod in, just type @, then their name and you MUST select the name from the drop down list that appears. Example below....
@Winston_Amazon
Seller_ZVAz3d5lZuGid
Just to add to the above good advice, you said... " to allow them to refund or re-send?" - I would NEVER just re-send as they then just learn that they can claim INR and get another item. Always tell them to re-order if you are 100% sure they genuinely have not received the item.
Seller_iwJp0LfqVksmO
Nope, no such rule and in reality Amazon can do anything or take any action they deem necessary, mainly to satisfy their customers.
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