A-Z claim has been denied appeal - After Buyer received the parcel
Buyer has received the parcel after the claim was refunded.
We waited for the parcel delivery for starting our appeal. The tracking shows buyer has received the parcel and proof of photo shows that as well.
Buyer is elderly and unable to correctly email us through buyer/seller messages to properly write the email to us, however they responded to our email and also contacted us outside Amazon to confirm receipt of the parcel.
We do not wish to keep messaging them either as it is not great thing to do.
My appeal to reverse the claim was denied giving below reason by the claims team.
Thank you for taking the time to provide us with more information regarding your claim on order 026-4788293-7945161. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We understand your concerns and would be happy to revoke the claim associated with this listing and recharge the buyer, but we can only do so by their direct request. We encourage you to contact the buyer directly regarding this claim. The buyer can then let us know the issue has been resolved.
How do we resolve this claim as they have also given us ODR. I want the claim to be reversed and ODR removed. However, I do not wish to keep contacting the buyer as they are elderly and do not know much how to use buyer/seller messages which is already complicated for people to use.
@Julia_Amzn, @Sarah_Amzn , @Ezra_Amazon , @Winston_Amazon , @Spencer_Amazon please help us review this claim internally.
11 replies
Seller_k2X0L9mVRT0pW
only the buyer can recind the claim- Amazon won’t do it.
Seller_m6xGugjcgLVXj
I have received over 100 a-z claims since February 2024. For over 10.000's of Euros.
I can guarantee you that you will NEVER get an explanation, no matter how clear it is that customers are committing a crime. You will simply get the following feedback:
"Thank you for taking the time to provide us with more information regarding your claim on order "order number" Upon further review, we have decided to uphold our original decision."
We raise our prices to build in extra insurance, all we can do.
Seller_7pTs15IYXmTOB
You will not be getting your money back from seller support. Fact. They are incapable of fulfilling the seller supporting job role they have signed up for.
Open a case and put your case ID here for any remote chance of getting it back. The forum team here would do their best to help you.
Isn't it odd that the buyer is capable enough to make claims but then loses capacity to message or pay back what is owing. Likewise amazon is such an angel to the customer by making us pay but their halo and business hat vanishes when it comes to applying their business sense or any sense of fairness addressing seller losses.
I must however add that communications outside of amazon, may not be seen favorably by amazon.
Seller_pG54VfsKolMUm
I has that today too. There is a photograph of the delivery but Amazon AtoZ denied my appeal
Seller_p940Jehgj1NWn
@Julia_Amzn , @Sarah_Amzn , @Ezra_Amazon , @Winston_Amazon , @Spencer_Amazon please help us review this claim internally.
Seller_fY9WMStpXg7zS
If the buyer hasn't contacted you (through amazon) to advise they haven't received the parcel, which you have stated then I'd always suggest appealing the claim on that basis. This will not get you your money back, but will at least remove it from your ODR.
See link https://sellercentral.amazon.co.uk/help/hub/reference/G27951
It advises,
"Before a Claim can be filed
Customers must first contact you and give you an opportunity to resolve their issue, except in certain situations identified below in the “Instant customer refunds” section. Customers are not otherwise eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first. For example, a customer may contact you in the following situations:
Item has not been received by customer: If the customer has an issue with delivery, Amazon directs the customer to use Buyer-Seller Messages to alert you of the issue (except in the circumstances listed under the “Instant customer refunds” section below.
Item does not meet customer expectation: If the customer has an issue with the condition of the item, Amazon directs the customer to file a return request to alert you of the issue.
You then have 48 hours to take the action described below to resolve the issue raised by the customer:"
If you sent the order late or ignored the customer for those 48 hours, then the claim will be valid and will effect your ODR. Please note, it is YOUR responsibility to ensure the customer receives their item on-time. I understand sometimes couriers have delays, that's why amazon gives you the 48 hours to correct the issue. If the parcel still hasn't arrived within the 48 hour window, I would always recommend refunding the customer and contacting the courier to return the parcel back to you.
I think the problem you will have with this one is already appealing it and not using/quoting the correct policies with the appeal. But, useful to know going forward. I would still contact seller support, highlighting the issue along with the policy I had noted. Make it clear and advise that It is within their policy for it to not count against your ODR, and that it needs to be removed.
I'd just like to add that this isn't overly complicated as others on this post are making out, it's simply about understanding the policies and adhering to them.
Hope this helps.
