The craziest A-Z decision ever
Today marked a new low for Amazon. I received a claim from a customer on 27/12 for item not being delivered, I checked the order and the tracking from Parcel2Go and UPS both showed the parcel was delivered 7/10 which was actually before the estimated dispatch date. The real kicker though is the buyer left positive feedback thanking me for the speedy delivery. Any normal person would then think that this is pretty clear cut, not Amazon though. They granted the claim and rejected my appeal, at the same time the same buyer has purchased 2 more products on the same day they were granted the claim. I contacted Amazon to say I was not happy to send the new orders as they already incorrectly granted one claim but they said if I cancelled the orders it would effect my account health. This buyer has bought multiple times and has been troublesome plenty of times from complaining about other sellers to the performance of UPS for orders that were made with others. I think the problem is that the buyer asked to cancel an order which I did, these are the last messages between us, I think that Amazon has confused the 2 orders but I’ve identified the problem for them, it’s so basic but such a mission to get fixed. Amazon’s stance is as usual a disgrace!!!
0 replies
Seller_vTCC47DVMGUB8
Not sure what you would expect them to say, you just have to bite the bullet and cancel the orders as you can not risk more A-Z claims.
Not sure how many times you can appeal an A-Z but you need to resolve that issue with Amazon or take court action against the buyer, which some will say you should not do and others say theyhave done with success
Seller_g9A9pMrqcDqa1
The buyer could have opened an a-z for the wrong order particularly as they opened it so long after they received it. I would ask the buyer whether it was definitely your order that they didn’t receive.
Seller_iBWoOylkVZzy8
I contacted the buyer and as I suspected they made a mistake and removed the claim and refund, my issue was never with the buyer as it was obvious from messages what had happened, that’s my issue, I submitted all the evidence, I knew that Amazon would muck up the issue with the order IDs so I added the messages onto the case so there could be no confusion but it’s like Amazon works against the seller or something as when something is so blatantly clear there’s no possibility that it could be confusing. Then the most annoying part is after 3 days of arguing the buyer removes the claim and they tell you they checked your appeal and reversed the decision, they didn’t the buyer contacted you or you would have done zero. Amazon’s biggest flaw is the customer service for sellers, it needs a total overhaul. They keep looking at changing stuff constantly like this new lunacy with the units, deal with your major problems first then you can look at the small things.
