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Three A-Z Claims in a week
Hi All
This was not funny to start with but just had my third A-Z claim granted to a buyer (as always) in a week not only affecting my pocket but also my ODR
These were all sent through RM & labels bought through Amazon Buy Shipping (Which I thought protected sellers?)
All three buyers were sent an attachment of the delivery scan showing the date, time & a GPS pin, despite this they all opened & won the A-Z claims.
Does Amazon not realise or care that with the rate of false INR claims being made so many Marketplace sellers will end up having their accounts closed through high ODR /INR due to scam buyers that eventually between those sellers who quit due to being tired of the endless hoops to jump through & those sellers trying to stick it out but getting scammed so much & loose their accounts that in the end these fraudulent buyers will be the death of Amazon Marketplace!
15 replies
Seller_GnfwUNu4kP47c
I have also had an influx of A-Z cases that like yours, have all been delievered and can show tracking and GPS co ordinates.. Amazon dont care and will refund the buyer out of our pocket and also ruin our ODR
Seller_iZL0ysZFrLJmN
This is from Amazon's own help section.
A-to-z Guarantee claims: If you purchase Amazon’s Buy Shipping and dispatch on time, you are protected against A-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
I personally would keep raising cases and quote this to them from the help section.
Seller_IiLCzWNcEixPU
I've had a few of these too, despite proving delivery. At best, amazon doesnt count it against your metrics however you still bear the cost of the refund. It's a joke really.
Seller_zDUw7ekrB6OEy
I have been trying to appeal against the ODR on a A-Z claim and wasn't getting anywhere. So I asked if offering the ODR protection as an incentive to purchase postage via Amazon and then not providing said protection was, in fact, fraudulent.
I then received the quickest reply I have ever had to a case, looks like a human has responded and passed it on to the investigation team.
Seller_d8YGbIjNqwFxn
Only 3! I am on my 5th A-Z this week
With Buy Shipping often if you appeal stating policy they remove the ODR. If they don't then posting on here and tagging a mod in normally gets the ODR removed.
Why the removal of ODR can't be automatic for buy shipping items I don't know. It is an ongoing problem which Amazon should address.
Seller_OC4AKQTpHwKwL
Why does Amazon allow this? The simple reason, they can. Most things are dealt with bots /AI & it simply does not work. We can't speak to people, as there are very few "humans" left now & the few that we can speak with say "this isn't our dept".
Amazon sellers are leaving, in turn this reduces turnover & reduces the profit margin.
The only way is off
Seller_pvx82zrXMTSpX
Amazon assumes authority to refund from your pocket in A-Z Guarantee Claims with the following crime-enabling statement taken from this policy:
"In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
To be clear, even a signature in some circumstances will not always see the A-Z Claim settled in your favour! Speaking of which: why you have been hit with ODR's is beyond me. Clear incompetence from Amazon Seller Support enforcing their policies incorrectly, again.
Irrespective of Amazon and their stance on this, if you have any doubts about the customers claims please report them to Action Fraud UK.
Seller_TjIrrs8d9CTJ6
Hi everyone,I want to share something that might help you with handling A-Z claims. I used to receive at least one claim every week, all year round—it was a nightmare! After a lot of research and experimenting with different approaches, I discovered a method that’s surprisingly simple and effective. I’m excited to share it with you to make things easier.Since implementing this method, I’ve only had one A-Z claim since 2019—no joke! Plus, it’s a great way to confirm when customers aren’t being entirely truthful. For example, when I send them this message after they claim they “haven’t received the item” and demand a refund, I often get no response, and the issue disappears. In other cases, I’ve had customers reply with things like, “Oh, my dad had it and didn’t tell me,” or even, “My cleaning lady had it.”I deal with weekly “Where’s my item?” inquiries from customers worldwide, and this method has worked consistently across the board. Stay tuned, and I’ll explain exactly how I do it! 😊
One thing I have learned is that good honest people who wouldn't dream of doing false claims like this, do it because they know how easy it is for amazon to refund without question, so the temptation is to great, so as shown below, this puts a STOP to it. Please try it and let me know how you get on.
Sorry one more thing! if a customer raises an a-z claim without messaging you first, then this cannot go against you and affect your ratings as you were not given a chance to resolve the issue, so then again, contact the customer and send this
TEMPLATE
Hi (name)
I hope you are well and thank you for your message.
I think you may have clicked on the wrong order & seller - please check as this does tend to happen from time to time.
Please also read carefully:
Your order was delivered at: (date/time) Tracked delivery to your address. (ADD HERE IF SIGNED FOR AS WELL)
(COURIER) have also provided a GPS location of where exactly your postman was when s/he scanned the barcode immediately before delivery.
If after checking you still decide to maintain not receiving this item, it will have to be escalated and I would need to report this accusation of theft to (COURIER) against your postman which will lead to him/her being interviewed + start an investigation about your street & address statistics, both with USPS and Amazon given this item is recorded as delivered.
Please note - we take cases like this extremely serious.
I have added the tracking link below from (COURIER) as well as a screenshot FYI.
Please let me know & I look forward to hearing from you.
Tracking link:
Many Thanks
.
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Ive had 1 a-z claim since 2019 !
Julia_Amzn
Hello Sellers,
Thank you for all your callouts and examples you are sharing. I want to assure you that we are working on improving your experience in dealing with A-to-Z claims. It may take some time, but we are taking actions in the background.
@Seller_TjIrrs8d9CTJ6, thank you for sharing this great advice and your approach to your customers.
Based on the A-Z appeals sellers have been sharing, I have concluded that appeals have been rejected many times due to the lack of a valid tracking number provided on time.
As per: About A-to-z Guarantee Claims
Instant customer refunds: Amazon may grant a Claim in the customer's favor without the customer needing to contact you, under the following circumstances:
1. Tracking shows that the parcel is returning to you: If the tracking shows that the item was undeliverable to the customer or refused, and we receive tracking information indicating that the parcel is returning to you, we will automatically refund the customer and debit your account for the Claim amount. This does not affect your Account Health or Order Defect Rate (ODR).
2. Tracking shows that you have not shipped the parcel when the customer files the Claim with Amazon: If you have not shipped the parcel when the customer files the Claim with Amazon, or you have not confirmed the shipment on Seller Central, we will automatically refund the customer and debit your account for the Claim amount. This will affect your Account Health and Order Defect Rate (ODR).
To avoid the above scenarios, please ensure that you provide a valid tracking number as soon as you hand over your package to the delivery service provider.
If you have examples of order IDs where you provided valid tracking numbers on time but your appeal was still rejected, please share them in the comments.
Thank you!
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