Customer is requesting to cancel their A-Z claim but Amazon is refusing to cancel!
I have a customer who opened an A-Z claim but then received there order a few hours later. They customer contacted me and asked to close the claim saying that they did not know how to do it. I said I would contact Amazon selling partner (what a joke!) to fix the problem. I contacted Seller Support (who were actually really helpful) and the representative said that they could clearly see that the customer wanted to close the claim and that it was very obvious that the buyer felt that the matter was resolved and that they wanted to close the claim, they said it will be no problem and fully explained to the relevant department that they wanted claim should be closed. Moments later I received a message from the A-Z department saying they are upholding their decision EVEN THOUGH THE CUSTOMER HAS REQUESTED THAT THE CLAIM SHOULD BE CLOSED!!!!!!! As usual this will mean more back and forth between myself and Seller Support, I feel that the only party in this transaction that doesn’t want a fair outcome is my supposed selling partner who are here to help (another joke!) the customer even offered to purchase the product again and for me not to send it but why should they have to do that when it’s crystal clear that they want to close the claim! Here are the messages, I don’t know what is so hard to understand???!!!!

I’ll be totally honest, selling on Amazon is starting to effect my mental health, I feel so depressed and anxious all the time, I find myself waking up at ridiculous times in the night to check that there’s not another ridiculous decision or some stupid new policy (like DD+7, the bane of my existence) I dread contacting Amazon for anything, I can literally feel the stress as soon as I have to do it. I really wish I never started selling on this blasted website! If someone is literally saying that they want to close the claim why does Amazon need to be so awkward. I used to recommend others to sell on here, now I warn them not to ruin their lives on here!!!!
Case ID: 11214428972 and 11215107532
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon @Maja_Amazon @Ash_Amazon @Abella_Amazon @Angie_Amazon @JiAlex_Amazon
14 replies
Seller_29AF2b8VJNr8z
Since I posted last I contacted the customer with the “help page” link but of course like everything else on Amazon it was useless so the customer then just purchased the order again and told me not to send the order, obviously this doesn’t help my ODR which I will now have to live with for 60 days but at least they weee honest and paid. It’s such an embarrassing and frustrating situation to be in having to ask your customer to fix the problem because your “selling partner” refuses to be of any help!

Seller_hR3Ip6co3B4T7
please call customer. And ask them to go to the request refund button on the order and then click cancel refund. This will cancel the az claim and also issue you the refund and thr defect will also be removed. Also ask thr customer to leave you seller feedback this will also help you. Ensure you contact customer and get them to cancel the refund. This should work for you and sort it out let us know how you get on.
Seller_xP044DLiavzY6
To be honest, Amazon mach so much and moves at such a fast pace that they rarely have any interest in looking back at individual orders. Their mindset is always focused on pushing forward and serving what they see as the ‘greater good’ of the platform. So if a customer occasionally gets a small windfall, their attitude is that it balances out in the long run — and sellers should just accept it as part of doing business on Amazon. - personally i think thats appalling - but i really think thats the case
Christine_Amazon
Hi @Seller_29AF2b8VJNr8z
Christine here from Amazon Forums.
I was checking the A to Z claim decision and the reason behind their decision.
In this case the Order was supposed to be delivered by May 28th the latest.
According to our policies to have order have to be delivered by the Max Estimated Delivery Date, since the order was delivered later on June 16th even though the buyer wanted to have this A to Z claim cancelled, the reason why was submitted in the first placed was valid.
For this reason, they continued the investigation and granted to the buyer.
Christine.
Seller_QFivb25YBNqBc
The seller is always responsible until the buyer receives the order. I am not sure if I believe the buyer; there is always an option to cancel an A-Z claim.
This can be done by 'chat' or 'call me', an option available with every order.