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A to Z granted no record in account health
order placed at 21.54 on 20 February, postage purchased through Amazon. Order shipped at 17.20 on 21 February .
Customer made a cancellation request on Tuesday 25 February saying it was not going to be delivered on time. I checked on the Royal Mail website and it was shown as delivered at 12.38 on Monday 24 February . I contacted the customer with the tracking number and details of delivery and that an order cannot be cancelled after dispatch.
They forwarded a message from Amazon saying the delivery was delayed and to make a claim which proved it was not delivered. I offered to send a replacement, no response.
I received an email from Amazon this evening saying an A to Z had been granted as there was no proof of either shipping or delivery. Nothing is showing in my account health. Why is this, surely this should be on my account before the email is sent out
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Seller_d8YGbIjNqwFxn
It won't show as an order defect in Account Health for another 6 days. Account Health currently covers the period 17 Dec 2024 - 14 Feb 2025
It should show under your A-Z Guarantee claims.
Appeal to Amazon as normally if you upload tracking and it shows as delivered they don't impact your Order Defect Rate but you still have to pay for the refund. Also appeal that it shows as delivered, there is a small chance if you do this they will reverse their decision (It has happened to me just once!)
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