Why are A-Z claims so unfair???
A customer ordered a T-Shirt from me, it was a Kids Size 7-8 and they paid next day delivery, i posted them the Kids 7-8 and they recieved the t-shirt the next day, customer opens a return stating different to what was ordered, claiming they ordered a size XL. The order definitely shows as a Kids 7-8. The customer even messaged me saying they ''dont know how they ended up ordering a kids 7-8 because they was definitely on the XL or 2XL as they was debating between the 2'' The customer then messaged me a few days later saying they returned the t-shirt and want a full refund, i hadn't recieved the return back at that point and stated all returns through amazon are auto refunded at first scan anyway. a few hours later the customer opens an A-Z claim against me, soon as the claim was opened i just clicked to refund the customer for the t-shirt to save the hassle with it, but did not refund the next day delivery postage costs they paid because it's not my mistake. I wrote a long detailed explanation in the A-Z claim explaining everything yet Amazon have closed the A-Z case today and just taken the next day delivery postage costs from my account to refund the customer. How is this even fair in the slightest, i can only assume this was a customer mistake however it could of also been an error on amazons system as the order went through but that's probably unlikely.
if the customer orders a kids size 7-8 t shirt and pays for next day delivery, and i deliver them a kids 7-8 size t-shirt the very next day. Why on earth would i be responsible to refund the next day delivery postage costs because of a customer or amazons mistake??? I fullfilled the order my end correctly in line with amazons policy.
Amazon don't realise things like this cripple small business's, let me break it down for you, it costs me £6 to make the t-shirt, it costs me £10 to pay for next day delivery, that's £16, the customer opened a returned which i did recieve in the end, which means ive paid nearly £4 return postage, that's £20 in costs were on, the customer then recieves a refund for the next day delivery postage that i've already paid for, that's £30 im now out of pocket on a t-shirt i was originally only making £4ish on, i mean ok i've had the t-shirt returned back to me but i don't re-sell returns i always make fresh t-shirts, the way most t-shirts are returned to me are unusable anyway. It's an absolute joke, seller support told me to appeal and once ive appealed the outcome will be final either way. Which i know i won't win the appeal because i wrote everything in detail before the A-Z was granted to the customer anyway. Losing my wits with this platform i really am.
Seller_KlbXZHzQGSDZv
its clothing you dont need a reason to return all returns paid for by the seller.
Seller_IVuzF5F26xipN
cant help with your a to z fiasco but Royal mail do tracked 24 for £3.50 for residential customers even cheaper for business accounts, £10 is a killer next day delivery price!
Seller_MT8rt0A2OpbCx
Unfortunately, on refunding whilst an A-Z is open, you are essentially admitting you are at fault, in Amazon's eyes, then you are liable for the full refund.
You would have been better refuting the A-Z using return not received, then letting it take it's course. It might have been the same result in the end, but a slim chance is better than none.
The ridiculous thing about this platform is that you try to do the best for the customer and end up breaking some rule and being penalised as a result.
Seller_PU8ypkNZEJU9p
Seller_K8edOfPu9HEmN
That is true but what they're not entitled to is the extra over money paid for express delivery, the OP is quite correct they are only due back the money equal to what it costs for the basic delivery of said tee shirt
Seller_KlbXZHzQGSDZv
Seller_y729ioGfOm0lt
I thought I was the only one upset with A to Z, but I can see that many sellers are unhappy with it as well. I don't even appeal anymore because I believe it is just a waste of time
Jona_Amazon
Hi @Seller_TufyJDtetbrlU,
I'm Jona from Amazon.
I have checked the Order ID that you have shared and forwarded your Claim to the AtoZ Team for another revision.
I will let you know as soon as I hear back from them.
Best,
Jona
Seller_lwLLe1p50j8MQ
I totally agree that they are unfair and we have been stitched up many times by Amazon on this. However, weirdly we have found that we have won some as well. It appears to be when we do not send Amazon any additional information and leave them with only the data they have. Its almost like we were hanging ourselves by sending explanations. We recon its being AI algorithm managed at least to some degree.
Seller_ZQyopdiwkUHOZ
Never refund an open A-to-Z. Once an A-to-Z is open, refunding it is admitting fault.
Let it be resolved, then if you win you can still choose to refund afterwards.
Seller_xrFHUXqTCM4YY
The Amazon A-to-Z team often demonstrates a lack of reasonableness. It appears that those reviewing claims consistently favor customers without thoroughly examining all the details and correspondence involved. This issue is widely recognized among sellers, yet there is little we can do as Amazon prioritizes customer satisfaction over the interests of sellers.
Seller_jG3UXOpPuTUgN
The system is broken. return postage is on the customer so you shouldn't refund that. the customer is also so impatient and amazon really shouldn't let them open a a-z until the return is returned. its a shambles and only getting worse. i'm surprised that he hasn't claimed £1000 against you for bodily damage caused by trying to squeeze into a too smaller shirt that your items caused ;)
