A -Z injustice
Hopefully, there is someone on the forum who has experience in successfully appealing A-Z claims like this and can share pointers on what to do. Also, we would appreciate general advice on how to stop things like this happening. This is the second time we have faced this particular A-Z injustice.
So here are the facts of what happened
A buyer placed an order 3 weeks ago, we dispatched on that day. 2 weeks later (i.e. last week) the buyer messages us to say they no longer lived at the address they ordered to (they had moved to the opposite end of the city) and they wanted us to send the parcel to a new address they gave to us via amazon message platform. We politely informed the buyer that we couldn’t redirect a parcel that was dispatched 2 weeks ago. We shared with them tracking information (which they also have access to) that showed the courier had made 3 unsuccessful attempts to deliver the item they ordered to the address they provided to us when they placed the order. The first delivery attempt was 2 days after they placed their order. and delivery attempts were made each consecutive day after.
We advised the customer that they can place another order to the new address, and we would dispatch ASAP and once the original item was returned to us we would refund them. We got no response from the buyer.
A few days later and A-Z claim comes in which amazon grants saying that the parcel was lost (meanwhile the parcel is still tracking and is on its way back. Also Amazon can see that we provided the customer with a detailed daily breakdown of how the parcel went from us to them and the delivery attempts that were made). Now we have been slammed with an order defect for doing nothing wrong (in our opinion) and Amazon wants us to appeal the claim.
Please any comments on how to proceed with this will be great, this has happened to us before and Amazon keeps blaming us for not redirecting already dispatched parcels to supplementary addresses that were not given to us via the order page. The previous time this happened, the item was even collected at the original address that came with the order. We ended up with no item, no money, an order defect and a depressing anger at the injustice of it all. This time around we would like to at least try to speak up for ourselves (it that is ever possible).
Seller_SITNVuZK87zGK
Unfortunately, I doubt you will get the team at the end of the initial A - Z claim to understand what has happened, but you never know.
Asking to change delivery address is against buyer policy (you can even report messages from customers for this exact reason).
In your appeal to the A - Z, you need to layout as follows…
- Order was received date and time to delivery address
- Order was shipped date and time
- Tracking ID of order with URL of the couriers tracking page
- Note the attempted delivery dates
- Date of message from customer stating delivery change request, make clear that you reported this message for change of address request, which is against amazon policy
- Note that the tracking shows the parcel is not lost, but delivery was not possible at the address provided by the customer. In line with amazons return policy page here you would have provided a refund within two working days of receipt of the item
- State that you would of course have followed the refund policy in this instance and provided a refund - however, you believe that this A - Z should not impact our ODR as we have not done anything wrong.
Seller_SITNVuZK87zGK
Unfortunately, I doubt you will get the team at the end of the initial A - Z claim to understand what has happened, but you never know.
Asking to change delivery address is against buyer policy (you can even report messages from customers for this exact reason).
In your appeal to the A - Z, you need to layout as follows…
- Order was received date and time to delivery address
- Order was shipped date and time
- Tracking ID of order with URL of the couriers tracking page
- Note the attempted delivery dates
- Date of message from customer stating delivery change request, make clear that you reported this message for change of address request, which is against amazon policy
- Note that the tracking shows the parcel is not lost, but delivery was not possible at the address provided by the customer. In line with amazons return policy page here you would have provided a refund within two working days of receipt of the item
- State that you would of course have followed the refund policy in this instance and provided a refund - however, you believe that this A - Z should not impact our ODR as we have not done anything wrong.
