I have a customer who has had a large order from us, I have full tracking history, proof by image and also signed for by the customer. she is claiming she never received the goods and has issues an a-z claim against us. this order is valued at £680!
I appealed the claim giving all the information required and it was upheld due to 'We reviewed the details for this claim and found that you did not respond to the buyer's message before the claim was filed'
the customer contacted me off a different order number (she has purchased off us 5 times) - I responded to her within 24 hours. I had to go through seller support to inform them of this and re-appeal.
I then get another upheld excuse 'you did not provide the carrier website link or it does not show any tracking information on the carrier's website'
All of this is incorrect. its infuriating! the customer clearly received the goods and I am out of pocket yet again!
The a-z claim department is completely incompetent and not fit for purpose.
I am seriously considering not selling through amazon any more. they don't care about the sellers at all!
