New A-Z CLAIMS Update
JUST TO NOTE WHAT AMAZON HAVE UPDATED:
10 December 2019
Amazon has adjusted the Seller response policy for the A-to-Z Guarantee
We are making two changes to the A-to-Z Guarantee Seller response policy to help in providing customers with a positive and timely post-order experience.
Reminder: You have a responsibility to respond to customer messages and return requests within 48 hours.
What is changing?
- In the event that a customer files a claim and you have not provided a response to the customer’s contact, we will grant the claim and debit your account.
- We no longer require that you ‘Respond to Amazon,’ when a claim is filed. Our team will review it using the information provided by both you and the customer leading up to that point to make a decision.
To help you avoid any potential or unnecessary A-to-Z Guarantee claims, we will continue to ensure that customers either contact you or submit a return request 48 hours prior to being eligible for an A-to-Z Guarantee resolution.
If you wish to dispute a claim then we still provide you with 30 calendar days to file an appeal and provide new information for the investigation.
All customer return requests can be found on the Manage Returns page, and all customer contacts in the Buyer-Seller Messaging Service. Learn more about how you can prevent A-to-Z Guarantee claims here.
0 replies
Seller_Sp0MDHOM1olT2
How’s everyone interpreting this? To me it sounds as though a customer can send a message through the usual messaging channels and then after 48 hours, if you have not replied to their message, they ca open a claim which will be automatically closed in their favour.
Seller_qHzcAWcsPVCfg
Be prepared for
buyer phones CS
complains Seller has not responded to contact
CS can’t be ar***ed to check or doesn’t know how to.
CS open A-Z with reason given as Seller Non Responsive.
Claim Auto paid - regardless of the Tracking with Sig and Full feature film evidence of the event !
lets find another way to squeeze the last penny out of FBM sellers.
