I had an order delivered but the buyer got a refund after claiming through A-to-Z.
Order Number: 206-0489901-4368319
Merchandise amount: GBP 531.14
Date of claim: 28 August 2024
[Moderator Edit (Sarah_Amz): personal data removed]
Proof of delivery:
Delivery date as specified by Amazon: 2024/8/22
From the logistics website, the order was delivered on the specified delivery date.
And now the buyer just filed an A-to-Z claim to get an easy refund, costing us £531.14. The buyer got the item for free.
I have contacted the buyer to ask him to return the parcel but he has not responded in any way.
This is a scammer and so is Amazon, not scrutinised at all. I submitted a complaint and the response from Amazon was ‘We reviewed all the information and decided that the evidence you provided was not sufficient to prove that the order was delivered.’ However in the previous response, ‘In this case, the tracking information showed delivery, but the buyer did not receive the package. Since you provided sufficient information to prove that the buyer actually received the order, we will not count this claim against your order defect rate.’
Obviously both Amazon and the buyer know that the parcel was indeed delivered, but with neither of them acknowledging it, what confidence do we have in continuing to sell on Amazon Mall?
20 replies
Seller_ginKiclb01hvT
This is a snippet from Amazons Help page regarding A-Z Claims =
"Request additional proof of delivery (where available): When you buy additional Proof of Delivery (POD), which may include signature confirmation, this provides Amazon with delivery signals that show the parcel was delivered to the exact customer address and helps us determine if a customer has received their item. When you promptly respond in Buyer-Seller Messages to a customer with a missing order enquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favour."
Sadly it seems to me that the Claims Team have translated this to "no signature, no win". We have never won an A-Z Claim for no receipt without a signature from the customer, and are always told that standard Tracking, even with a photo and GPS location, does not confirm a successful delivery.
I feel your pain, buyer are getting wise to this and we are seeing a massive increase in false not received claims.
Seller_ZJhFeE3tNKzfh
As much as you want to report this customer - putting their personal details onto a public facing forum is a massive data breach. Two wrongs of course don't make a right. There is enough in that post to expose their address.
I would hope a moderator would be able to delete the info soon.
Sarah_Amzn
Hello @Seller_ohbhUiYC1foWi,
I'm Sarah with Amazon.
I have checked the order ID, and the A-to-Z claim is still under investigation. You will be notified as soon as the investigation has concluded. After the investigation is completed, if you believe the outcome is unsatisfactory, please do not hesitate to reply to this thread, and I will be happy to review the matter for you.
Kind regards,
Sarah.
I had an order delivered but the buyer got a refund after claiming through A-to-Z.
Order Number: 206-0489901-4368319
Merchandise amount: GBP 531.14
Date of claim: 28 August 2024
[Moderator Edit (Sarah_Amz): personal data removed]
Proof of delivery:
Delivery date as specified by Amazon: 2024/8/22
From the logistics website, the order was delivered on the specified delivery date.
And now the buyer just filed an A-to-Z claim to get an easy refund, costing us £531.14. The buyer got the item for free.
I have contacted the buyer to ask him to return the parcel but he has not responded in any way.
This is a scammer and so is Amazon, not scrutinised at all. I submitted a complaint and the response from Amazon was ‘We reviewed all the information and decided that the evidence you provided was not sufficient to prove that the order was delivered.’ However in the previous response, ‘In this case, the tracking information showed delivery, but the buyer did not receive the package. Since you provided sufficient information to prove that the buyer actually received the order, we will not count this claim against your order defect rate.’
Obviously both Amazon and the buyer know that the parcel was indeed delivered, but with neither of them acknowledging it, what confidence do we have in continuing to sell on Amazon Mall?
I had an order delivered but the buyer got a refund after claiming through A-to-Z.
Order Number: 206-0489901-4368319
Merchandise amount: GBP 531.14
Date of claim: 28 August 2024
[Moderator Edit (Sarah_Amz): personal data removed]
Proof of delivery:
Delivery date as specified by Amazon: 2024/8/22
From the logistics website, the order was delivered on the specified delivery date.
And now the buyer just filed an A-to-Z claim to get an easy refund, costing us £531.14. The buyer got the item for free.
I have contacted the buyer to ask him to return the parcel but he has not responded in any way.
This is a scammer and so is Amazon, not scrutinised at all. I submitted a complaint and the response from Amazon was ‘We reviewed all the information and decided that the evidence you provided was not sufficient to prove that the order was delivered.’ However in the previous response, ‘In this case, the tracking information showed delivery, but the buyer did not receive the package. Since you provided sufficient information to prove that the buyer actually received the order, we will not count this claim against your order defect rate.’
Obviously both Amazon and the buyer know that the parcel was indeed delivered, but with neither of them acknowledging it, what confidence do we have in continuing to sell on Amazon Mall?
20 replies
20 replies
Seller_ginKiclb01hvT
This is a snippet from Amazons Help page regarding A-Z Claims =
"Request additional proof of delivery (where available): When you buy additional Proof of Delivery (POD), which may include signature confirmation, this provides Amazon with delivery signals that show the parcel was delivered to the exact customer address and helps us determine if a customer has received their item. When you promptly respond in Buyer-Seller Messages to a customer with a missing order enquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favour."
Sadly it seems to me that the Claims Team have translated this to "no signature, no win". We have never won an A-Z Claim for no receipt without a signature from the customer, and are always told that standard Tracking, even with a photo and GPS location, does not confirm a successful delivery.
I feel your pain, buyer are getting wise to this and we are seeing a massive increase in false not received claims.
Seller_ZJhFeE3tNKzfh
As much as you want to report this customer - putting their personal details onto a public facing forum is a massive data breach. Two wrongs of course don't make a right. There is enough in that post to expose their address.
I would hope a moderator would be able to delete the info soon.
Sarah_Amzn
Hello @Seller_ohbhUiYC1foWi,
I'm Sarah with Amazon.
I have checked the order ID, and the A-to-Z claim is still under investigation. You will be notified as soon as the investigation has concluded. After the investigation is completed, if you believe the outcome is unsatisfactory, please do not hesitate to reply to this thread, and I will be happy to review the matter for you.
Kind regards,
Sarah.
Seller_ginKiclb01hvT
This is a snippet from Amazons Help page regarding A-Z Claims =
"Request additional proof of delivery (where available): When you buy additional Proof of Delivery (POD), which may include signature confirmation, this provides Amazon with delivery signals that show the parcel was delivered to the exact customer address and helps us determine if a customer has received their item. When you promptly respond in Buyer-Seller Messages to a customer with a missing order enquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favour."
Sadly it seems to me that the Claims Team have translated this to "no signature, no win". We have never won an A-Z Claim for no receipt without a signature from the customer, and are always told that standard Tracking, even with a photo and GPS location, does not confirm a successful delivery.
I feel your pain, buyer are getting wise to this and we are seeing a massive increase in false not received claims.
Seller_ginKiclb01hvT
This is a snippet from Amazons Help page regarding A-Z Claims =
"Request additional proof of delivery (where available): When you buy additional Proof of Delivery (POD), which may include signature confirmation, this provides Amazon with delivery signals that show the parcel was delivered to the exact customer address and helps us determine if a customer has received their item. When you promptly respond in Buyer-Seller Messages to a customer with a missing order enquiry and attach a copy of a signed POD (or other documents such as photo delivery or a customer request for contactless delivery), a Claim is less likely to be granted in a customer’s favour."
Sadly it seems to me that the Claims Team have translated this to "no signature, no win". We have never won an A-Z Claim for no receipt without a signature from the customer, and are always told that standard Tracking, even with a photo and GPS location, does not confirm a successful delivery.
I feel your pain, buyer are getting wise to this and we are seeing a massive increase in false not received claims.
Seller_ZJhFeE3tNKzfh
As much as you want to report this customer - putting their personal details onto a public facing forum is a massive data breach. Two wrongs of course don't make a right. There is enough in that post to expose their address.
I would hope a moderator would be able to delete the info soon.
Seller_ZJhFeE3tNKzfh
As much as you want to report this customer - putting their personal details onto a public facing forum is a massive data breach. Two wrongs of course don't make a right. There is enough in that post to expose their address.
I would hope a moderator would be able to delete the info soon.
Sarah_Amzn
Hello @Seller_ohbhUiYC1foWi,
I'm Sarah with Amazon.
I have checked the order ID, and the A-to-Z claim is still under investigation. You will be notified as soon as the investigation has concluded. After the investigation is completed, if you believe the outcome is unsatisfactory, please do not hesitate to reply to this thread, and I will be happy to review the matter for you.
Kind regards,
Sarah.
Sarah_Amzn
Hello @Seller_ohbhUiYC1foWi,
I'm Sarah with Amazon.
I have checked the order ID, and the A-to-Z claim is still under investigation. You will be notified as soon as the investigation has concluded. After the investigation is completed, if you believe the outcome is unsatisfactory, please do not hesitate to reply to this thread, and I will be happy to review the matter for you.
Kind regards,
Sarah.
