Granted A to z guarantee claim
Hi , i buy my shipping through Amazon by using Royal Mail . As we know they have planned strikes . it affected plenty of my orders . one of my customers refunded by amazon and customer said item not received. when i buy shipping from amazon by using royal mail it does not give me a tracking number so i can not track order i dont know if the item arrived or not . Now on my dahsboard it says my account under risk of deavtivation it affected my order defect rate. What Shall i Do ? i have explained my situation to Amzn still no reply . cheers
21 replies
Seller_16EevDf4Axaui
Depends what method of postage you used, if it was bog standard 1st/2nd class, there’s no way of knowing when the customer receives it or not, if it were tracked then that’s different, however as per usual here on Amazon, your account is at the mercy of everyone else, whether that’s a customer, Royal Mail or anyone else who wants to chip in. Essentially, if the expected delivery date has now passed, and assumedly, if Amazon haven’t factored in any delays out with your control such as RM strikes, then it’s a slam dunk for the customer. They get the refund, they’ll likely still get the item eventually, and even if you sent it ‘tracked’ and it comes back eventually as delivered you likely won’t get a credit if they’ve taken the refund from your funds. Additionally, you’ll likely get a black mark on your seller profile too for late delivery. Good here innit?!
Seller_xUKHc5xSYJmI4
Isn’t the buy shipping tracked service? Like the other seller has said if there are no provisions for the delays within the contractual terms than its high risk of claims. Reading the forum I understand there are also issues in raising a claim with the contracted courier using the buy shipping because the contract is between Amazon and the courier and not the seller. We had this issue with Hermes before they changed their name. There is still an issue with raising a claim with Royal Mail using the buy shipping which needs to be resolved before we use this facility.
Seller_ae51e0CJoHqCX
Probably need to fully understand issues here and not to always jump to conclusions.
First is it just one order you have an A-Z for and this is jsut one that is having the effect.
Also copy and paste the order number and put this into your messages. Check the log and ensure you have no correspondence before the time you received an A-Z Claim. I ran fowl of this as others have mentioned when a customer made a query to confirm something unrelated to delivery just after the order was placed then a day or so later I automatically lost an A-Z without knowing it had been raised, worse still it was on a delivered item and I am still fighting this A-Z today.
If there is no previous correspondence then all you can do is appeal and hope they remove or discount the metric.
Seller_QfUMBM4gfLoX5
one of my buyers e mailed me saying that his product been damaged. I have sent him another one immediately he has received that one as well. Now he left me negative feedback saying he will apply Ato Z claim . how can i avoid this? We are being ripped off by customers and that account is a ltd account . He has 2 items plus he wants to get A To Z claim which gunna affect my account health . Shall i refund him too ?
