A - Z claims
I am having recent issues with A - Z claims being upheld against me even though the item has been sent tracked and Royal Mail confirm delivery.
When putting in an appeal with the link to the tracking, nothing is altered.
The money stays as a refund and my default rate is affected.
Not only do I lose out financially and to my reputation surely it encourages false claims being made!
Does anyone know if there is a procedure to stop this happening? There seem to be more claims week on week.
45 replies
Seller_7XKkvpKqKRaqK
if your buying postage though amazon your odr rate is meant to be protected but its like a lottery even when you quote the policy in the appeal and provide link to it sometimes you win sometime you dont
Seller_SITNVuZK87zGK
Tracking isn’t enough - neither is GPS, photos etc. The A-Z claims team insist on a signature - and even then, its hit and miss if you win.
As @PAC_Prints has said, the only way to protect your ODR rate is to use buy shipping, lose the A-Z, battle the A-Z Claims team over the Buy Shipping Policy, then open a thread on the forum pointing out you should have won, then a mod will check and get the ODR corrected.
Simple really.
Seller_tRuvBEHDedp4q
There is nothing you can do I am afraid.
Ive had tracking confirmation and GPS coords showing delivered to correct address - but Amazon only accept the proof in about 5-10% cases I open. If you send Signed then the percentage of appeals won is a bit higher (but not much).
If an A-Z is granted you will always have to refund.
However, as PAC_Prints says, if you bought the labels via Amazon Buy Shipping you should be protected from the defect affecting your ODR metric. Often you will find it appears on the ODR and Support are useless in getting it removed - but appeal to the forum mods (Maja in particular is following up on these specific cases)
Also - no A-Z should be granted unless customer has messaged you first (it may come direct from customer or via Support). You then get 48 hours to respond (basically refund yourself). If you do that then no A-Z will be granted. If customer has never messaged you - then again you should be able to get the A-Z removed.
Seller_2IqU6eYHmCUaV
Amazon policy states " Before opening an A to Z claim the customer MUST contact you , so you an sort any problems. This was confirmed by an Amazon forum moderator .
I appealed the following
" Your Appeals: 12 May 2023 The Claim is against your own Amazon A to Z policy . The Customer has NOT advised me of non receipt .If he had I would have refunded ,also postage purchased via Amazon .Therefore Please remove the strike on my account .
And hey ho the strike was removed 
So quote their policy when appealing.
Seller_e36uWxb267ntL
I had another this week where they claimed non receipt, they didn’t reply to any of my messages and opened an A to Z. 2 days later it has been delivered, scanned/GPS etc, I have appealed but it will be a waste of time I imagine.
Requiring a signature now since the pandemic is just being unreasonable. Surely something we are targeted on should not have such vague/open to interpretation rules when deciding on appeals?? Just a thought.
Seller_J0J3ajFTzdz1e
I personally believe,
There is zero protection for sellers; therefore, customers openly abuse sellers as much as they can.
I also believe that Amazon’s A2Z claim team is based outside the UK. They do not understand how systems work in the UK. There is no reasonable approach taken while handling A2Z claims.
If Amazon is asking such a service that no courier service is capable of delivering, Amazon should deal directly with courier services against customers claims.
Seller_D59sukg3PflcJ
Hi @EUROFISHING
Hi, I am Aksh here to assist you.
From your post we understand that you need help with the A - Z claims.
We regret for the inconvenience that has been caused to you.
If you think it is an error please do reach out to support team by following the below pathway:
Help > Get support > selling on amazon > click on (Or, browse for your issue in the menu) > your account > other account issues > choose the contact method (Email, phone, chat)
Please refer to this help page for further understanding on the workaround related to your default rate.
Hope this helps. Kindly feel free to post on the same thread for any further queries. The Forums community and I, are here to help you.
Regards,
Aksh.
Seller_W8o1StSgP2vtp
A-Z’s are my bug bear - the unfairness and hypocrisy of Amazon will one day get me sectioned and I am sure that I am not alone.
I provide tracking from a valid and reputable postal service provider that shows a photo of the item in the hands of the recipient with GPS coordinates to back this up … the buyer provides zero evidence other than word of mouth and yet they win. Would this stand up in a court of law?
It frustrates me that we “just put up with it” - we have no choice but … why should we just put up with it? Amazon makes a lot of money out of us and yet we receive zero protection. I wouldn’t mind if they abided to their own rules but they do not. My Prime parcels are left in bins, on my doorstep, over my side gate etc etc … no signature ever asked for!
Even when I did provide a DHL signature I lost the claim.
Don’t get me started on the dreaded SAFE PLACES!
I feel as though Amazon should take a leaf out of Ebay’s book and appoint a Seller Council to work with. I long for the day when their unfair business practices are exposed. Watch this space 
Seller_zDvSEBCpOiLsi
Not sure if anyone else has noticed that, recently if you use RM Click & Drop and use RM24/RM48/1st & 2nd Class untracked.- When an A2Z claim has been raised and refunded all the customer details for that postage label are now removed on RM Click & Drop quoting: “The customer data for this order has been erased at the request of the user.”
So if you actually want to raise a claim with RM for the loss of an article, unless you have stored/copied the label at the time of printing you won’t be able to access any of the details required for the claim! ie, tracking no. Customer name, address etc. Bearing in mind that you can’t raise an RM claim for loss before 12 days and by this time an A2Z has refunded the customer and claim required details have been removed.
Surely Customers shouldn’t be able to raise an A2Z before RM’s required 12 days. (20 days for international.) As RM doesn’t acknowledge the item is lost before then.
Thanks again Amazon yet another way to ensure Sellers have to use “Buy Shipping”.
Seller_PWUInsTSC54tk
I’m not sure anything can be done in your situation.
One of our couriers takes a signature, 2 photos and a GPS scan, but we still have A-Z go against us even when we have all 3 of these proofs showing delivery to the correct address.
At a loss as to what we can provide that Amazon will accept as proof.
