A to Z claim open - customer gave incomplete address
Want some advice about whether I am wasting my time appealing this…
In short - a customer bought an item from me but provided an incomplete address so it never arrived. They sent me a message and I responded offering to send another item out if they confirm the address. No reply from customer. The package comes back to me the next day - I contact the customer again offering them a refund or to resend the item. No reply. A few hours later, the customer opens an a-z claim - they possibly hadn’t seen my messages. Knowing that sellers never win these things, I refunded the customer (I had the item back so I wasn’t too bothered), but then had an email from Amazon saying they had decided to award the a to z claim in the customer’s favour and because i issued the refund after the a to z claim was opened, it will affect my metrics. I am now receiving messages that my account is at risk of deactivation as my order defect rate is above 1%.
Has anyone else successfully appealed an a to z claim in terms of them removing the order as part of the order defect rate? I am not appealing the refund - the customer is entitled to that - just that it has damaged my metrics.
Even in their a to z claim, the customer is going on about how the postcode should have been enough for it to arrive in the correct location, so they are clearly aware they messed up.
0 replies
Seller_lljyzgTxr5fgI
There is a similar thread already running, but with reference to feedback as opposed to A-Z on the link below. You will have the same issue. You can appeal it but it is unlikely to be removed because the onus is on you, the seller, to check that the address is correct. The buyer is in the wrong by not providing the correct address but Amazon won’t see it that way. Any query on an address should be followed up by contacting the customer. If no response, the order should be cancelled because of undeliverable address.
Seller_qZO3ZCjoBXEeL
If you refund an order when an A2Z is open it is immediately classed as accepting responsibility. You will not be able to appeal against that unfortunately.
