Can an A-Z claim be filed without customer contacting seller?
I have received an A-Z claim for an order without the customer even contacting us before filing - is this even allowed?
The customers order has not been dispatched because we have sent customer SEVEN messages requesting additional information, none of which have been responded to. We have received ZERO contact from customer. We require additional information from the customer to complete the order.
I can’t even represent the case as it asks for delivery tracking info, so my only other option is to cancel the order. I don’t want to do this out of principle. If customer would like to proceed with the order then they can provide this info otherwise the customer must let us know that they would like to cancel the order. Not take out an A-Z guarantee claim surely?
I do not want this affecting our metrics. Is it a valid claim under the terms of A-Z claims?
0 replies
Seller_EJIX7rqDNQJi2
It happens all the time. The customer support are able to open A-Z claims on buyer’s behalf ignoring all the Amazon policies. In order to have the A-Z claim closed quickly without damaging your metrics or losing any money, cancel the order. It will instantly close the claim in your favor.
Seller_7l3ef6gH7v0cN
Quick follow up. As I cancelled, seller support say ‘I am not at fault blah…’ and contact performance team regarding metrics. Such an inefficiency! 
What I really want to know is why:
a) customer could file without contacting seller
b) messaging system clearly doesn’t work
Customers clearly don’t see half our messages, as they come back saying ‘Have you received our message… blah … as you have not replied’. Most of our responses aren’t even coming back marked with red text saying they’ve bounced or anything. Anyway… as covered in numerous other topics!!
Seller_5QUAuzCvsqiMx
What is the point of the buyer opening an A to Z if you haven’t dispatched the order yet ? You haven’t marked it as dispatched have you ?
Steve
Seller_LKjg1QRrO36Yq
I’ve just had a message from a buyer regarding an INR.
The buyer appears to be a bit confused about when they placed the order so I’ve emailed to ask for more details and to confirm that it is the right order.
24 hours after sending the email I received this from Amazon:
Your e-mail(s) to xxxx cannot be delivered because there was a problem with the recipient’s email system. The recipient can still view the message in their message centre on Amazon.co.uk, but they will not receive it by e-mail. We apologise for the inconvenience.
I’ve emailed again outside the messaging system adding [important] to the subject line but don’t hold out a lot of hope and fear an AZ is on the way.
It’s all very well for Amazon to state that the buyer ‘can still view the message in their message centre’ but how many buyers know how to find it or even know it exists?
Amazon could easily solve this by highlighting important messages on the buyer account page, preferably in a big red flashing font.
They could also warn buyers that their accounts must have a valid email system if they wish to purchase from Marketplace.
[Why do they even allow orders to be placed from accounts with broken emails?]
Seller_wEawgDwONUidA
I like the way Ebay does things. You cant write a negative review until 7 days after the delivery date has passed. It physicallly stops you, but you can write a positive review 
It should be mandatory for the customer to go through a process of trying to come to a suitable agreement with the seller first, before they do an A-Z claim without the seller knowing anything about it - doesnt make any sense.
