What is the situation on A to Z claims now
If a customer makes an a to z claim for an item which was sent Royal Mail 24, label purchased via amazon buy shipping and showing as delivered (no signature but scanned with map), will one be able to successfully appeal? Thanks
Seller_B4VbHpnDLDLAU
Generally Amazon will find against you. Will still refund our your pocket etc. but if you purchased through Amazon won’t get a defect* (*although that’s been questioned by others)
If low value you may well get a funded by Amazon, or if there is a proper history of the buyer claiming you may win but rare now
21 replies
Seller_B4VbHpnDLDLAU
Generally Amazon will find against you. Will still refund our your pocket etc. but if you purchased through Amazon won’t get a defect* (*although that’s been questioned by others)
If low value you may well get a funded by Amazon, or if there is a proper history of the buyer claiming you may win but rare now
Seller_bhSWqoVh7Pn98
Mostly, you have to Appeal, link to RM website, give screenshots as delivered, GPS map to show correct, etc.
Then hit and miss if you win or lose, but if Buy shipping, sometimes does not count against you and bad f/back may be removed when pushed
Seller_ae51e0CJoHqCX
Should be successful and I have had 1 or 2 defended successfully whereby Amazon have granted it but they have funded it and not counted it as a defect.
Seller_DWG3aNau3a9mb
We as sellers have no chance in winning AZ claims. Amazon will always favour the buyer at all costs.
I have had tracking details show that delivery was successful, with a scanned Geo Tag location, sometimes even a signature at the customers address and yet my appeals are always denied simply because the customer claims it hasn’t been delivered. Especially during peak periods e.g. Christmas, when customers get savvy and know how to rig the Amazon system. It is always robots that deal with the claims so we are helpless.
Seller_VB5SoHPCYnrFO
Look into a crystal ball, If you don’t have one of those then just keep your fingers crossed or hope that the someone who’s reviewing your decision is having a good day in the amazon heavens.
Seller_guCXZcxlI4QnI
Here’s the response I got when I pointed out the item was scanned at the delivery address.
Why was my appeal denied?
We have reviewed all available information and determined the customer claimed an issue with delivery and the tracking information you provided did not have signature confirming delivery.
Clearly Royal Mail still aren’t getting signatures for every delivery - but even when they do the illegible squigle hardly adds any provenance to the delivery?
Seller_JHdYYHAeKWpb1
Don’t bother it’s pot luck with these guys. I had a customer who cancelled their order 3 days later while the item was in transit citing in her email that she has now found her original item therefore she no longer wants the item. The item arrived at destination the customer returned it at her cost then demanded that I pay her cost of return. We did not agree with her reasons, she went and filed an A to Z with reasons of item was not as described.
Seller_eR9v9LgpObIAN
I’ve unfortunately had a similar situation, used evri (Hermes) tracked delivery and the customer claimed a - z 30 mins before her order turned up. Also had a customer report me because her order was left behind her bin, which she put as her safe place. She left bad feedback because of it. But don’t be disheartened though, there are good customers. I refunded a customer for a really late delivery (down to whistl) and once her order arrived she messaged offering to give the money back. Of course I said she can keep it, and she left a positive feedback which is worth the small loss
