How am I supposed to appeal this A-Z decision?|
A customer has claimed an FBM item as not received despite the usual proof (Royal Mail Signed For full tracking details and confirmation on Royal Mail website with delivery confirmed).
Amazon's response is to refund the Customer in full from my funds, but because I have proof the customer received the goods I don't get a strike.
As they say, "Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate"
In other words, "we can see that you delivered the item and on time, but the customer wants to keep their purchase and their money so we're just going to take from you and give it back to them."
Do I appeal? They already acknowledge they have evidence the item was delivered, so am I just wasting my time?
How am I supposed to appeal this A-Z decision?|
A customer has claimed an FBM item as not received despite the usual proof (Royal Mail Signed For full tracking details and confirmation on Royal Mail website with delivery confirmed).
Amazon's response is to refund the Customer in full from my funds, but because I have proof the customer received the goods I don't get a strike.
As they say, "Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate"
In other words, "we can see that you delivered the item and on time, but the customer wants to keep their purchase and their money so we're just going to take from you and give it back to them."
Do I appeal? They already acknowledge they have evidence the item was delivered, so am I just wasting my time?
8 replies
Seller_zDUw7ekrB6OEy
It's always worth appealing but you probably won't get it overturned. This would be a very easy win via small claims court, Amazon may even refund your money rather than go that route once a LBA is issued.
Seller_1xP3EnrTgbPyZ
Thanks. Who would I send the LBA to? I thought talking legal action against amazon was a sure-fire way to getting your account cancelled.
Seller_zDUw7ekrB6OEy
I've never done it but seen plenty on the forum that have been successful. I'm not sure where you would send it, I presume the legal department. You should be able to google the address.
Seller_2MDS66zdjPMUU
Actually, a letter before action addressed directly to the customer usually gets a result before it gets anywhere near Court. . Its an inexpensive solution, just a few minutes to google a template and a tracked signed for stamp !
I would appeal it for the sake of it first as its evidence to the Court that legal action is the last resort. . If you are successful though do not expect a full reimbursement. Amazon usually withhold commission and postage and in my experience give you a refund based on their estimated cost of sales in the case of apparel it a flat rate deduction of around 40%.
Seller_2MDS66zdjPMUU
Amazon has not committed the fraud but is culpable in supporting it. My view is that the customer is the one responsible in law.
Seller_zDUw7ekrB6OEy
It is against Amazon policy to take legal action against a customer. That is a sure fire way of losing your Amazon account.
Seller_2MDS66zdjPMUU
Take it from a lawyer. This is a common fallacy. Amazon is not above the statute of law and is bound by it regardless of its T & Cs.
Seller_R4SOawwnG6m5V
Hi there,
I would contact the MD's office and if you don't get any luck pop a letter to the following -
UK Small Business Commissioner, Office of the Small Business Commissioner, 1 Victoria Street, London, SW1H 0ET
Clearly this is as usual way out of any normal person moral range and they might be interested in hearing about it as it likely to be deemed unfair to your business and the effort we all put in to make amazon a safe place to shop. It's a shame the platform is not a very safe place to do business when you read stories like this one.
Amazon is clearly using its dominance incorrectly here.
