Hi Everyone,
How many of us here are struggling with AI-driven decisions on A-to-Z claims and feedback? These decisions are often incorrect, causing us to lose time and money while trying to maintain our account health. When will this unfair treatment stop? Human oversight should be mandatory for these cases, or at least the final approval should be made by a person rather than an AI system.
Here’s my recent experience:
A customer misread the product description and purchased an item that was not eligible for return. He reached out to both Amazon and me. I assured him that even though Amazon wouldn’t accept the return, I was willing to help. I provided clear instructions and was ready to send a return label. However, Amazon told the customer, “Do not contact the seller; we will handle this issue.”
As a result, the customer stopped cooperating, and Amazon unfairly opened an A-to-Z claim, issuing a refund without affecting my ODR. However, when I appealed the case and requested my item back, the customer finally followed my instructions and returned the product. Then, Amazon added an ODR to my account.
The key issue here is that if Amazon had not told the customer that they had already resolved the issue, the A-to-Z claim would never have been filed. Amazon prevented me from assisting the customer, then penalized me for the outcome. Yes, there was a slight delay in delivery , but the A-to-Z claim was not due to non-delivery or any legitimate reason—it should never have been opened in the first place.
How is it fair that Amazon blocks us from helping customers and then punishes us with an ODR? This system needs to change.
Looking forward to hearing your thoughts.
Below customer respond:
19-Feb-2025 14:34
Sorry to inform you again, but the order delivered was an incorrect. And a refund and return was requested from Amazon Customer service. I will no longer reply to any massage sent.
