A-Z Claim - INR
We sold an item on Amazon IT on the 30th Oct and it was dispatched on the same day. The buyer contacted us 2 weeks later stating it had not arrived. As it was sent via an non tracked service we decided to send a replacement order via Int Tracked & Signed.
The buyer contacted us again on the 5th Dec stating the replacement order had not arrived. We replied to them with the tracking link that showed the order was delivered on the 27th Nov.
We received the A-Z claim yesterday that was automatically granted by Amazon. We have appealed to Amazon giving them all tracking info etc. They have denied the appeal stating that the order must be delivered within 30 days and the tracking no. added to the order details.
I understand that it was our fault for not adding the tracking no to the order details but surely given that we have since provided the tracking link which shows it was delivered within 28 days this should be enough to prove they have received the order and reverse the decision?
We are just looking for some advice on this from anyone that has experienced a similar situation
0 replies
Seller_qZO3ZCjoBXEeL
In this case Amazon refunded the original order. Because it was not sent tracked it is an automatic win, even though you sent a replacement with tracking.
Sometimes Amazon’s policies go against what seems sensible customer service. Refund INRs, don’t reship them.
Seller_cJms0GbotqqtV
For INR claims, the Amazon AI system will automatically find an A-Z in favour of the buyer if tracking has not been uploaded at the time of despatch. Supplying tracking information after the A-Z claim has been made will not change this. One reason for this is that Amazon want to steer sellers towards buying tracked delivery through their Amazon seller account - because Amazon earn commission from the carrier.
Paul
