Delivered with proof of delivery but AZ claim granted, appeal denied!
Hello,
I am writing about an "Not Received" claim for an order that was successfully delivered on time. Here are the order details: Order ID: 171-4792769-7805144 with Carrier: GLS / Posti . Delivery Date: January 27, 2025 (as per tracking) Amazon Estimated Delivery Date: January 27, 2025 The tracking information confirms that the package was delivered on January 27, 2025, which aligns with the estimated delivery timeframe provided by Amazon. Based on this, I kindly request that this claim be re-investigated. Thank you for your time and assistance.
@Maya_Amazon @Ange_Amazon
7 replies
Ange_Amazon
Hi @Seller_3pCRy01Vc8SXJ,
Looking at the buyer messages, the buyer told you on 27th January that they did not receive the product that they ordered, but a different product and asked to return the item. Following that, you did not ask the buyer for pictures of the item that they received, neither did you provide them with instructions in regards to how to return the item, and that is when they then raised an AtoZ claim and got refunded.
You can still now reach out to them and provide them with return instructions so that they can return the item that they claim is not conform to the product description.
You also mention that you have the signature proof of delivery, I highly recommend that you provide this proof when you appeal the AtoZ claim, as I have not been able to locate it.
Hope this is helpful.
Ange from Amazon
Seller_3pCRy01Vc8SXJ
Hello, thank you! @Ange_Amazon
Please check communication. We did offer the buyer. a replacement on January 29, 2025! And the buyer responded "Hello, I do not want a replacement product I want to have the product I ordered the right reference or a refund from you. Regards,"
We wanted to ship another one but AZ claim was filled and the buyer got a refund! So, this confirms the buyer had received the item and wanted a replacement or a refund but thanks to Amazon who helps scammers and not honest buyers to get their item for free!
The buyer never replied to our last message and NEVER requested to return it.
I do not think that was fair!
Regards
Juri
Ange_Amazon
Hi @Seller_3pCRy01Vc8SXJ,
From the buyer messages, I understand that they did not want a "replacement" as such because they were worried to receive the exact same product as the one that they received, and they stated that it is not what they ordered. They wanted to be reassured to not receive the same thing again.
Additionally, there is another issue to appealing to the AtoZ. It looks like the item was handed over to GLS on 20th January whereas the limit to send the parcel was set to be the 15th of January. In this case, an AtoZ can be automatically approved by Amazon in favor of the buyer, as per policy.
However, I still recommend that you try to appeal by providing the signature proof of delivery to the AtoZ team, and you could still reach out to the customer to ask them to return the item, as you have not done it yet.
Best of luck.
Ange d'Amazon
Seller_3pCRy01Vc8SXJ
this is nonsense! item delivered earlier than expected! Even if GLS scanned later it has been still delivered ON TIME!
how do i provide you proof of delivery?
Seller_85fbqVDpDNzEr
Vous voyez Ange, si je commande à Amazon un article ne correspondant pas à l'annonce, je dois retourner l'article, si c'est à un vendeur tiers, c'est perdu pour le vendeur.
Je ne comprends pas comment vous pouvez travailler pour une entreprise pareil, ok il faut bien manger....Mais il faut aussi pouvoir se regarder dans un miroir le matin...
Ange_Amazon
Hi @Seller_3pCRy01Vc8SXJ,
You can provide the proof of delivery directly as an attachment when you appeal the outcome of the AtoZ claim, but also through a case to Seller support and they will transfer it to the AtoZ team.
In regards to the scan, unfortunately the source of truth for the investigation team is through those. This is how they assess whether the parcel has been sent as per required timelines. If you are able to prove otherwise, you can of course send that information to the AtoZ team for review.
As per policy, this is a reason for possible automatic AtoZ reimbursement: About A-to-z Guarantee Claims
Let me know if you have other questions.
Ange from Amazon
Ange_Amazon
Bonjour @Seller_85fbqVDpDNzEr,
Vous pouvez lire dans mes réponses les raisons pour lesquelles le client a été remboursé. Amazon a agit selon les politiques du site.
Ange d'Amazon
