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A-Z Policy is not being followed by Amazon Again
How can we get a reply from Amazon!
They ignore the question I raised on an A-Z claim
The customer should not be able to raise a claim without contacting the seller first - is the policy - so how come, yet again, this happens - I see many sellers have the same issue
If you quote the policy back to A-Z the question is ignored and a standard response is issued that has nothing to do with the policy ?
Richard
44 replies
Seller_ZQyopdiwkUHOZ
Apparently if the buyer contacts customer services directly, customer services can put the A-to-z through without them needing to contact you first. We've not had this happen to us, but I know it's happened to a lot of people who've posted on the forums about it.
Other things that can cause this:
1) A return request counts as contacting you
2) A question or message sent before the product was shipped/received counts
3) messages completely unrelated such as 'received' count as contact
4) A message sent relating to a previous or different order counts.
Now, it's pretty obvious none of these should count, but that's Amazon for you. Best you can do is appeal to the managing director's office or try and get help from a moderator by tagging them.
Seller_bzRkeDMMsE3Is
Few of the policies are ever followed these days on the A-Z's. The ODR on my A-Z's are, for the last year, always affected and despite buying all shipping through Amazon, never in the last year overturned. I had one last week, where someone in Wales had missed half her address off for delivery. She contacted me to ask where her item was, I then realised half her address was missing (I hadn't noticed because it was all in Welsh), I told her that the item had been posted and if it was returned, as half the address was missing, I would resend. She then opened a claim, claimed I had never replied to her message, she was refunded and my ODR was affected. I appealed to at least get the ODR changed, told them half the address was missing and was denied, yet it is, under Amazon policy the responsibility of the buyer to put the correct address. It is so long since I got anywhere with an A-Z appeal, I am beginning to wonder if it is even worth wasting the time!
Seller_QFivb25YBNqBc
That was when 'Fairplay' was the game. These days, ''it is refund first and argue later''.
In my two recent claims, Amazon.fr, the first printer sent, the buyer claimed ''not working/paper jam. That is very possible. I apologized and offered a full refund or a replacement. The buyer went for a replacement which was delivered within days. And baaammm!!!!!, A-Z claim received, printer is defective/broken.
Okay, which one? please send some pictures, one picture was sent which did not show any damage/broken. 20 messages back and forth, with me {mostly} saying, ''Please withdraw your claim because it has killed our business''. A full refund was issued and the printer{s} was never returned even though a return label was sent.
Amazon.de, the buyer sent a return {no reason given} request, and a prepaid return label followed. Two weeks down the line I discovered that DHL returned it to the UK and sent it back to the buyer due to lack of customs documents.
I promptly issued a full refund, and baaamm!!, A-Z claim. Naively, I thought this one was a piece of cake. I responded, ''please close this claim because we have already issued a refund''. No, and another No, the buyer claimed €74 is needed to return the printer. The amount was given to the buyer and an ODR was given to me.
There is nothing we can do about Amazon's decisions on A-Z claims.
Sorry guys I needed to get it out of my chest.
Seller_OUpYgolvKmwAO
How do we get.a moderator to look at this case - or how do we message a manager ?
Each time I raise a case it shows as transferred and then gets expired without a response
Seller_p69b3AqxBJpBM
a scam*** sent a message product not received "a pair of adidas trainers".
Royalmail tracked 24 signed, with a photo evidence, all sent to the false claimer.
The fraud reaches out to CS, CS creates an a to z on his behalf and refund within the same minute from our account.
the fraud gets a free pair of trainers, we are awarded ODR,
Julia_Amzn
Hello @Seller_OUpYgolvKmwAO,
Apologies for the delayed response, and thank you for bringing this to our attention.
We are currently looking into the issue and gathering data. Could you please share the order IDs associated with those A-Z claims?
Thanks,
Julia.
Seller_sg54Fq7GfBZzn
Oh dont worry, we have had another which is crazy.
Someone orders an item to a parcel shop they work in, it is delivered and someone at the parcelshop is photographed holding it !.
A to Z item not arrived, Amazon instant Grant and refund.
So Amazon what exactly is proof of delivery now ? as that should be categorically proof
Julia_Amzn
Hello Sellers,
Thank you for providing your call-outs, advice to other sellers, order IDs, and for sharing your concerns about A-Z claims granted without any prior message from buyers. We have addressed your concerns to the partner team.
Based on the A-Z appeals you have been sharing in this thread, I have concluded that your appeals have been rejected due to the lack of a valid tracking number provided. Please share in the comments if you agree with this assessment.
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.
I would also appreciate your feedback on how this policy is described on the Help Pages. Is there anything you would change to make it more transparent?
Thank you,
Julia.
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