A-Z claims removed by customer but granted a few days later by Amazon
Recently due to some non delivery caused by Brexit and cross border customs regulations changes I had many parcels returned to me which in turn caused a few buyers to open A-Z claims. I communicated with these customers and many of them agreed to remove the claim so it would not effect the ODR as they accepted that these situations where beyond my control. This did take a bit of explanation in several different languages but most customers were reasonable once they understood the problem. I had successfully had claims removed but I then received emails from Amazon granting the claims even though the customer had withdrawn them. I contacted Amazon as I had taken screenshots of the claim which closed as this had actually been happening for around 2 years so I just do that automatically to have proof. I showed the evidence to the French marketplace but for some reason they refuse to believe it is happening and will not remove the claim. I had the same in the Spanish marketplace which removed immediately.
Any advice on how to get Amazon to look at this obvious glitch in their system? It’s already hard enough to sell with the new rules in Europe without unnecessary ODR hits which aren’t your fault. I’ve been complaining for over a month and just get messed around in the normal Amazon “customer service” experience. It is very difficult to get a customer to reverse a claim but then Amazon grant it again anyway. It is nearly impossible to get the customer to then do it a second time and quite frankly it’s pretty embarrassing to tell someone “thanks for your help, it didn’t quite work so can you do it again?”
26 replies
Seller_NoLYurmb006tq
The issue is that it has not been resolved prior you would have been better just refunding as soon as you knew there was a issue, things like this happen at times only Monday a van carrying our weekend delivery’s was robbed resulting in 35 of our orders been stolen so a big chunk I found out yesterday emailed customer to advise it looks as though there parcel has been stolen as tracking not updated the replacements are going out today using a next day service its a big loss to us but it keeps the contract the customer entered into as we are going to just deliver on time with the exception of two were we cant do next day.
My point here is you need to be on the ball and pro-active at resolving issues before they become a issue, there are many posts every day A-Z and I look and think well why haven’t you done something to prevent it
I cant see any reason to why they A-Z would be removed as the customer had to get to the point to raise the claim which should not have happened, I think the only thing to do is take it on the chin accept your mistakes and move on and just make sure you do things right going forwards
Seller_iBWoOylkVZzy8
The point is that the claims were removed and there’s a glitch in the Amazon system that is causing this to be ignored and the claim is being processed regardless of this.
I agree with being proactive and I am being but unfortunately due to the border closure and Brexit there’s been a little spike in claims. I do exactly what you say and just send a new item or refund according to the customer’s wishes but at present it’s pretty impossible to know what’s delivered and what’s not as most delivery companies have had tracking issues, some items delivered back to me still show in transit etc…
A-Z claims are part and parcel of life on Amazon so that’s not the issue the issue is that after the customer has removed the claim Amazon should not then reverse the customer’s decision and I shouldn’t have to then spend several weeks showing Amazon with screenshots that they did close the claim.
Seller_7VbclcPFFRTnc
Don’t forget on amazon, an INR a-z claim is usually automatically closed straight off in the buyers favour and then an appeal button added to show your proof of delivery, if any.
Its probable that the cases had already be closed off in the buyers favour before the customer had chance to withdraw it but the system was slow in updating the page.
I would also suggest turning off your eu market places until the couriers can sort the paperwork
One thing I will say though, I do believe its a load on nonsense that the couriers can’t sort it properly - I ordered some items on ebay on Thursday from Germany (a regular purchase i make monthly) it was sent via DHL and then parcel force and I got it yesterday - 3 working days !
Seller_LGcFRUwJdg45L
Hello @Threads_and_Laces,
From your post I understand that you have received some A to Z claims and after resolving the issue with the buyer the claims are still reflecting on your account.
I would request you to kindly avoid getting any A to Z claim in the first place, and this will help your account and the order defect rate to be under the threshold of 1%.
Buyers can file a Claim under our A-to-z Guarantee for two basic buyer issues:
- Item has not been received by buyer
- Item did not meet buyer expectation
Sharing you the Buyer eligibility criteria for filing a Claim:
-
Buyer has waited until EDD +3 days/ raised a return request and first contacted you through Buyer-Seller Messages;
-
You and the buyer do not resolve the issue within 48 hours of the Buyer’s first message then they can file a claim.
For some issues if Amazon ask you for additional information and If you do not respond to their request within 48 hours, the Claim will be granted in favor of the Buyer, and your account will be debited for the Claim amount. This Claim will reflect in your account health or Order Defect Rate (ODR) metrics.
Amazon’s A-to-z Guarantee Claims help page - https://sellercentral-europe.amazon.com/gp/help/G27951?language=en_GB&ref=ag_G27951_cont_G202041210
Kindly check the above details and the help page to see if the claims which you are talking about is effected by any of these, if not then reach out to the seller support team to flag the glitch which you are talking about so that they can fix the same.
Good Luck,
Dhoni
Seller_iBWoOylkVZzy8
Just received claim, no contact from buyer. Also tracking shows that item was delivered. So how was I meant to avoid this claim?
“I would request you to kindly avoid getting any A to Z claim in the first place, and this will help your account and the order defect rate to be under the threshold of 1%.”
And I’ll assume I will get this granted in my favour as the buyer has not followed your guidelines of communication and there is proof of delivery.
