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AtoZ Claims
Good Morning Everyone,
We are relatively new to Amazon so am just looking for some advice. We are relatively low volume so have to be very careful with regards to things like AtoZ as these could cause us problems very quickly.
We use Amazon shipping to protect to us and this has worked on a recent claim but I would just like to confirm if I was to appeal that decision, even though it currently has not gone against my ODR whether it would if I appeal and lost or whether it would still sit as an Amazon shipping issue. I guess I'm asking that as what do you have to lose by appealing if it doesnt?
Also with an AtoZ does the customer always get to keep the product if it arrives late? Is there anyway to recover the product?
My last question is, If you choose Royal Mail 48 as your delivery option and not Amazon one day, can you still buy this through Amazon and receive the protection benefits? And is it the same price you would pay through Royal Mail? Currently pay £3.39 for a show box on Ebay.
Please feel free to answer all or just parts that you may know, thanks for your help.
14 replies
Seller_ZJhFeE3tNKzfh
We use Amazon shipping to protect to us and this has worked on a recent claim but I would just like to confirm if I was to appeal that decision, even though it currently has not gone against my ODR whether it would if I appeal and lost or whether it would still sit as an Amazon shipping issue. I guess I'm asking that as what do you have to lose by appealing if it doesnt?
I'm not sure what you would be appealing? Assuming you've used Buy Shipping, and your ODR isn't affected, you would still be liable for the monetary refund anyway. But assuming you are trying to get the refund back - I don't think I've ever had an appeal shift an A-Z from not affecting ODR to affecting it.
Also with an AtoZ does the customer always get to keep the product if it arrives late? Is there anyway to recover the product?
In theory, they should not as its theft in terms of the law. You could supply a free of charge return label to the customer, but you'd be reliant on good will for them to return it. Alternatively, you could ask that they contact amazon to recharge their card for the order - though again, goodwill required and also customer support often 'can't be bothered' and tell the customer they can keep the item and the refund. You could then, as is your legal right claim the funds back via small claims court. You can do this via the customer, though its been noted in the past that if hte customer complains, you can risk your account being closed.
My last question is, If you choose Royal Mail 48 as your delivery option and not Amazon one day, can you still buy this through Amazon and receive the protection benefits? And is it the same price you would pay through Royal Mail? Currently pay £3.39 for a show box on Ebay.
if you link your royal mail account to amazon, you can get Royal Mail 48 through buy shipping at your contracted rates.
Seller_d8YGbIjNqwFxn
Nothing to lose by appealing.
When I buy letter post via Buy Shipping it always gives me an order defect on an A-Z claim. When I appeal the defect it often removed. However there are numerous posts on here about it not being removed on appeal.
I always quote the relevant policy on the appeal.
If an order gets an A-Z and it arrives late there is no way to get the money back. Customers can ask for their card to be recharged but it rarely happens and normally when they contact Amazon Customer support they are told to keep the item. I do get the odd one returned from an A-Z claim though.
You can buy RM48 through buy shipping and it gives you protection with feedback and ODR's on A-Z's. Do note my previous comment above where ODR's are not always removed even on appeal..
Spencer_Amazon
Hello @Seller_eSc8X5lQq8ZwD,
I am Spencer with Amazon.
I hope your questions are answered?
Thank you @Seller_ZJhFeE3tNKzfh, @Seller_d8YGbIjNqwFxn, you are always a world of knowledge and support.
Regards, Spencer
Seller_jG3UXOpPuTUgN
it's being discontinued as they know its broken and open to abuse. They also acknowledge that the bots that run it have had system malfunctions which causes half the problems. a new, more reliable and robust system is coming in soon.
;)
Seller_DfMOm9tgJKAex
my experience is that when I have appealed and lost, my ODR has not changed irrespective of what it was
with an a-z where my ODR was affected and ive appealed in 8 out of 10 cases the ODR was removed and I 4 cases the claim changed to amazon funded
so I appeal everything, unless it clear cut that the fault lies with us
Seller_9vIy0m25XaQc0
Protection uuumm .... !
I recently had a AtoZ go against me for a "non delivery", parcel was fully tracked gps to the customers address, i had a photo of my parcel being handed to the customer in the door way of their house, the photo of the property matched exactly to the image in the photo ( i physically checked this) despite me appealing twice with all this evidence the AtoZ still went against me.
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