A-Z claim on "Defective item"
Hello,
I am now already in complete stress, because now two customers in a row were granted automatically the A-Z claim although I replied them with the details in 24 hourts. And when I appeal, it gets rejected. I do not know what to do now - because the customer always wins - this is not fair.
Or how to win those claims - a month ago, they were usually amazon funded, but now amazon charges me, although the customer didn’t ship the item back… I do not understand it.
0 replies
Seller_hC0hNVDuILaKO
For advice you need to give a little more detail into each case
What were the claims for?
Was there any previous contact prior to the claims arising?
What was your response, in each case?
Seller_bhSWqoVh7Pn98
You need to Appeal each A-Z Claim.
More details though on here for advice before you appeal?
Were the orders sent TRACKED / SIGNED FOR? - if not, then you automatically lose an A-Z Claim unless at least one or the other.
You can still Appeal though with links to courier website, and quoting Returns Requests or emails from the Buyer
If then the Appeal is lost, email: managingdirector@amazon.co.uk
(with brief details, quote exact emails from Buyers and include date/time of email)
