A to Z cases
I have woken up this morning to 3 granted A to Z cases. The tracking shows the items have not reached the buyer yet (all 3 cases are for the same person).
The cases are affecting my account health.
They should not be for 2 reasons.
- I bought my postage through Amazon
- They are protecting accounts from strike action impact.
Has anyone managed to get these removed?
Thanks
0 replies
Seller_7VbclcPFFRTnc
If appealing them doesn’t work, email the MD team quoting their policy re defect removal for postage bought through buy shipping
Seller_77IcbQKVGdZo0
Amazon are saying they are only protecting accounts from late despatches. They don’t mention anything about late deliveries so you may not have the protection there.
However if you brought it through Buy Shipping you should be protected. I did hear someone else say the defects dropped automatically and it took around 24 hours to do so.
Although it would be nice for Amazon to make a statement about this. So many couriers have issues at the moment that many sellers will have late deliveries and this could potentially put loads of accounts at risk.
Seller_GVJbZ3Sx0LoMn
If you appeal them quoting the the notification that appears on your account health page they will take off the defect but it will still be a seller funded refund
my 1st few appeals I got the standard " We stand by our original decision" but they took the defect off anyway within 24 hours
Now I’m getting the following response:
We have decided to reverse the fault decision and uphold the funding decision. In other words, the amount debited from your account will remain, but the claim will not count against your Order Defect Rate (ODR). You should see the ODR update on your Account Health page within 48 hours.
Seller_3sA3mMDSBeAxr
as @Online-seller just mentioned, we have also successfully had the defects reverted for some cases, but the refunds still stand - this I am happy with and appreciate.
However, we’ve just had a different customers A-Z Claim Granted (Amazon refunded and no defect rate) for an item that has had two delivery attempts by the Royal Mail and is now currently sitting at the local CSP awaiting further instructions or collection. The customer emailed us of which we replied and yet we’ve heard nothing.
It’s just encouraging more people to order items in hopes that it may be a Royal Mail delivery, claiming non receipt, receiving a refund and then collecting the parcel afterwards, it’s ridiculous and whilst we do not lose out it is not always a guaranteed case where Amazon fund etc…
