Am i in the wrong here? A-Z claim
I had an A-Z claim for a missing item. we don’t send via tracked because our items are very cheap and fit in an standard envelope.
i had an a-z claim without any knowledge there was a problem. i had no message from the customer saying the item hadn’t arrived.
i thought (and please correct me if im wrong) a-z claims came after i didnt resolve the issue myself first? e.g. ignored messages. now i did have a message from the customer asking for a different colour on the day of sale. i assumed the amazon robot just seen i had a message, didn’t check what that message was, and assumed i hadnt resolved the issue. i have had that problem before and when i appealed the mark against my account got removed and the customer kept the refund, rightly so. but this time i appealed and it was rejected.
am i wrong here and if not can i take it further now the appeal was denied?
thanks
0 replies
Seller_0msMReDTskp1Y
Even with tracking showing delivery being available claims are usually granted and appeals denied, so I don’t think you have a chance in hell here.
It they are low value items you’ll have to offset some of the money you are saving by not using a tracked service against this type of loss. That’s what we do.
Seller_a71PzvzRJM0fe
anyone know of an email i can contact someone on about this? because they have not followed their own policy here.
Seller_xUKHc5xSYJmI4
Below is the actual wording
A-to-z Guarantee
The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller. It covers the timely delivery and condition of your items, and problems with returns. If you encounter a problem, you can report it to us. Our team will decide if you’re eligible for a refund.
You can request a refund under the A-to-z Guarantee if all of the following conditions apply:
*** You’ve contacted the seller and waited two business days for them to respond.**
- It has been 90 days or less since the last possible delivery date of your order.
- You meet at least one of the following conditions:
- You haven’t received your package and three days have passed since the latest estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner.
- The item you received is damaged, defective, or not as described.
- You returned an item in line with our return policies, but you haven’t received the relevant refund or the refund amount was wrong. You must do the following:
- Request a return within 30 days of the delivery date of the item (or before the end of the extended return period for orders placed during the Christmas period).
- Postmark the return within 14 days after you’ve arranged the return with the seller.
If you have received no communication that all the conditions do not apply. However the business solutions agreement which appears to override the policy wording says they can do what they want.
Seller_a71PzvzRJM0fe
Just incase anyone has this issue. take this further even if your appeal is denied. after some back and forth emails after getting 2 robotic replies that had no relevance to what i was saying i got the A-Z Claims removed from my account.
i didnt get my money back but i told them it wasnt about the money. if you are worried about you account more than anything. take the hit and tell them you dont want your money back you just dont think its fair and you should have the performance A-Z claim removed. seems they are more willing to help when it doesnt involve money, go figure.
