A to Z question
Hadn’t seen a new A to Z post for a few days so thought why not make one myself,
In all seriousness, I saw an email for A to Z claim and I knew excatly which order it would be as I’ve spent the past few days speaking with the customer who clearly got the parcel but claiming they never even though the picture of them receiving it is in there garden along with other post they got that day…
So I was already prepared to appeal, however I had no option to do so, upon looking I got this message:
‘This one is on us! You have a strong track record of shipping products on time, in the condition described and making it right for customers if something goes wrong. Under normal circumstances, you would be responsible for the refund and this claim would have impacted your ODR. In appreciation of your customer obsession, as an exception to our policies, Amazon provided the refund to the customer on this occasion. To find out more about the A-to-z Guarantee and how to avoid claims in the future, go to the A-to-z Guarantee Claims help page’
Has anyone had this before or is it a rare diamond given by Amazon, I shipped it but didn’t buy the shipping from Amazon so was a surprise to see this.
Any reason why they have refunded it at there expense along with no hit to my ODR either?
Thanks for any replies.
0 replies
Seller_7VbclcPFFRTnc
Yes I had one of those a couple of weeks ago
Seller_tRuvBEHDedp4q
WOW is all I can say
Never had such an email and all my parcels are sent using Buy Shipping. Last few have even impacted my ODR when they should not (although now got the defects removed after many weeks or trying)
Lets hope Amazon are finally going to give sellers a bit of leeway.
Seller_DROodOAYHftnc
Maybe the customer is a serial ‘A-Z’ claimer, and Amazon are beginning to suss them out ?!!
Seller_B4VbHpnDLDLAU
I have had these in the past, and some of them are clearly scams, and you get a feeling customer has done it before, Similar to what you have had, i have had empty boxes etc.images of them with doors open or being handed over etc
I get a feeling that when amazon fund, that buyer does have a history of claiming refunds and must trigger something.
Live in hope this is them doing something about it, untill the next day when i pay for the next 99% of A-Z
Seller_qZO3ZCjoBXEeL
I’d wager that is nothing to do with Amazon’s generosity or your customer service, but everything to do with Amazon not wanting to write “This customer is a known scumbag, we’ve got our eye on them and frankly have had enough of their nonsense!”
Seller_Iti0OkAyMPN7I
I had a Decision Reversal today originally granted after customer claimed wrong item sent and despite a pre-paid return label being provided the items never returned and claiming non-reciept on the AtoZ claim
Seller_Uvo4eSWpFwo9H
I’ve had tha5 happen no less than 3 times recently but, please don’t ask me why, I have simply no idea and I’m not complaining 
Seller_ae51e0CJoHqCX
And there lies the problem. I agree with the decision Amazon has made and it is the right decision but they are openly admitting they are not always fair about it.
Seller_Qvd3h40mpqhkC
i had a similar case about a week ago… got an alert for an A - Z went to look at it to appeal and it wasnt there, checked the ‘all’ tab to see the same message applied
i typically dispute all and 50% get modified so as not to affect my ODR
