Should have seen this coming

This is what the VTR shambles is all about - -

Automatic verification of customer’s A-to-z Guarantee Claims with proof of tracking

From December 01, 2021, we will automatically verify customer claims and offer refunds on your behalf for specific scenarios where Amazon can verify package delivery using the tracking information provided during order confirmation. This update will simplify the A-to-z Guarantee Claims experience for you and your customers.

Automatic verification of claims does not change any existing A-to-z Guarantee Claim policies.

For additional information, see frequently asked questions below:

How will this update improve my A-to-z Guarantee Claims experience?

Currently, you must respond to customer messages about delivery issues within 48 hours, review the issue, verify tracking, and refund the order amount to the customer (if eligible). If you do not respond in 48 hours, the customer is more likely to file an A-to-z Guarantee Claim, which may result in an account debit that would negatively impact your account health or Order defect rate.

The automatic verification update will reduce the time and effort it takes to verify a valid claim. If the tracking information entered in Seller Central demonstrates that the customer claim is valid, we will issue a refund. We will use tracking to validate the claim in order to reduce the risk of unjustified claims.

How will automatic verification of customer A-to-z Claims work?

Customer A-to-z Guarantee Claims that will be automatically verified using proof of delivery includes the following:

1. Tracking shows that the package is refused and returned to you : If a customer refuses a package on delivery, and we receive tracking information indicating that the package is returning to you, we will automatically refund the customer and debit your account for the claim amount. It does not impact your account health or Order defect rate.
2. Tracking shows that you have not shipped the package by the Ship-by date: If you have not shipped the package by the expected ship date, or have not confirmed the shipment on Seller Central, we will automatically refund the customer and debit your account for the claim amount. It impacts your account health or Order defect rate.
3. Tracking shows that the item was undeliverable : If tracking information indicates that the package is undeliverable, we will automatically refund the customer and debit your account for the claim amount. It does not impact your account health or Order defect rate.

Note: If we cannot verify the customer’s claim through tracking information, we will require them to reach out to you to resolve the issue before they file a claim. Customers will still need to contact you directly for any returns-related issues.

How will I be notified if Amazon resolves an A-to-z Guarantee Claim on my behalf?

If we make a claim decision and issue a refund on your behalf, we will send you a confirmation email to clarify the reason.

How can I appeal an A-to-z Guarantee Claim decision?

You will have 30 calendar days to submit an appeal if you disagree with our decision. The A-to-z Guarantee Claim decision confirmation email will include steps to appeal the decision or you can directly submit your appeals on the Manage A-to-z Claims page. You need to provide proof for us to re-investigate the claim, for example, proof that your product was delivered to the customer.

If I use Buy Shipping Services and ship the items on time, am I protected against A-to-z Guarantee Claims?

If you use Buy Shipping Services, existing A-to-z Guarantee Claims policies will apply. If you ship the items on time and respond to the Buyer-Seller message within 48 hours, you will be protected against any A-to-z Guarantee Claims filed, if a customer reports a delivery issue.

If you ensure your shipment carrier has a pick-up scan before the order ship-by date, Amazon will cover the cost of these A-to-z Guarantee Claims and they will not affect your Order defect rate.

Do customers no longer need to reach out to me before filing an A-to-z Guarantee Claim?

If tracking indicates the item was undeliverable, or was returned to you, then customers will not need to contact you in order to file an A-to-z Guarantee Claim, and the customer claim will be granted. If you disagree with the decision, you can always use the appeal mechanism and provide proof of delivery.

How will my Order Defect Rate (ODR) be impacted if an A-to-z Guarantee Claim was filed due to an item being lost or damaged by the carrier?

If an item is lost or damaged by the carrier and you have included tracking, the tracking will demonstrate that you were not at fault and your Order defect rate will not be affected.

How do I get reimbursed for shipping costs?

You can file an A-to-z Guarantee Claim Appeal and request a restocking fee.