A to Z claims being granted even if you deliver item?
I wonder if anyone can help. I don't know if we are doing something incorrectly in our fulfilment but we keep having A to Z claims filed against us and Amazon keep granting them even though items have been delivered, in some cases days earlier than our delivery estimate.
I'll give an example of the most recent case. The customer ordered on the 12 December. We dispatched on the 13 December with the first courier scan at 17:03 that day. Our 'dispatch by date' was 16 December. The courier then delivered the parcel and 'left it as authorised' at the address on the 14 December which is 5 days before the delivery estimate. The customer then files a claim saying they haven't received the item. Inexplicably Amazon see in the customers favour, provide a full refund and give me this outcome which only seems to contradict itself 'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
We have also had some orders over Christmas which arrived late, but there is photographic proof the customer received the item yet they still see in their favour because it was a day or 2 late. I mean..............it's Christmas. I have zero control over how quickly couriers deliver at Christmas.
It seems to me that Amazon are granting anything a customer claims, regardless of the sellers evidence of delivery. I like selling on Amazon but this is costing an absolute fortune and effectively means our tiny company is working for nothing, at least on Amazon. We don't have anywhere near the same type of issues on eBay. Literally no issues at all on that platform to be fair.
This lack of scrutiny on customer claims is being seen as a 'hack' to getting free stuff on social media. I wish these customers understood they are taking individuals money, not some enormous companies money.
A to Z claims being granted even if you deliver item?
I wonder if anyone can help. I don't know if we are doing something incorrectly in our fulfilment but we keep having A to Z claims filed against us and Amazon keep granting them even though items have been delivered, in some cases days earlier than our delivery estimate.
I'll give an example of the most recent case. The customer ordered on the 12 December. We dispatched on the 13 December with the first courier scan at 17:03 that day. Our 'dispatch by date' was 16 December. The courier then delivered the parcel and 'left it as authorised' at the address on the 14 December which is 5 days before the delivery estimate. The customer then files a claim saying they haven't received the item. Inexplicably Amazon see in the customers favour, provide a full refund and give me this outcome which only seems to contradict itself 'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
We have also had some orders over Christmas which arrived late, but there is photographic proof the customer received the item yet they still see in their favour because it was a day or 2 late. I mean..............it's Christmas. I have zero control over how quickly couriers deliver at Christmas.
It seems to me that Amazon are granting anything a customer claims, regardless of the sellers evidence of delivery. I like selling on Amazon but this is costing an absolute fortune and effectively means our tiny company is working for nothing, at least on Amazon. We don't have anywhere near the same type of issues on eBay. Literally no issues at all on that platform to be fair.
This lack of scrutiny on customer claims is being seen as a 'hack' to getting free stuff on social media. I wish these customers understood they are taking individuals money, not some enormous companies money.
12 replies
Seller_zDUw7ekrB6OEy
Welcome to Amazon, these days there seems to be nothing Amazon will accept as proof of delivery. This fairly new response is just ridiculous.
Seller_ZJhFeE3tNKzfh
Amazon almost always find in a customers favour with a-z claims.
They state a signature is required basically but even with a signature the customer will often also win.
That message that they put though that states it was delivered but the customer didn’t receive it would I would say because enough to make a legal claim! It’s even worse if you use Amazons own logistics as they will refund thec customer but also say that they can’t refund you because it was delivered!
On your point about not having control of what the courier speed is at Christmas. That’s correct but you would be aware they are possibly slower, so you should extend your shipping times appropriately.
Seller_LrOi5Val3Iifg
We have similar issues but very rare.
Our latest one is an order came through FBM and we created a multichannel fulfilment order for it. Buyer states they never received it and amazon grant an A-Z. We try to claim for the loss on the Multichannel order and are told its been delivered so they aren't paying out. We appeal the A-Z with this info and that gets denied.
The mind Boggles.
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_NZ8CMWorticWe.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_DfMOm9tgJKAex
this is exactly what happens... customer says they dont have it.. amazon almost always grants in their favour
Seller_uRNttStKxfk4s
Just get used to it. Amazon is like this. Fam sellers are worse off than you. Amazon can refund our products at will. For example, I wrote down what the product contains in the packing list, but the customer thought that he should pack something else besides the product, which led to Amazon refunding the customer. I wonder, if everything is done according to the customer's preferences, then what is the purpose of the packing list? Should I put 100,000 pounds in the product and let the Amazon customer claim back his pounds?
A to Z claims being granted even if you deliver item?
I wonder if anyone can help. I don't know if we are doing something incorrectly in our fulfilment but we keep having A to Z claims filed against us and Amazon keep granting them even though items have been delivered, in some cases days earlier than our delivery estimate.
I'll give an example of the most recent case. The customer ordered on the 12 December. We dispatched on the 13 December with the first courier scan at 17:03 that day. Our 'dispatch by date' was 16 December. The courier then delivered the parcel and 'left it as authorised' at the address on the 14 December which is 5 days before the delivery estimate. The customer then files a claim saying they haven't received the item. Inexplicably Amazon see in the customers favour, provide a full refund and give me this outcome which only seems to contradict itself 'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
We have also had some orders over Christmas which arrived late, but there is photographic proof the customer received the item yet they still see in their favour because it was a day or 2 late. I mean..............it's Christmas. I have zero control over how quickly couriers deliver at Christmas.
It seems to me that Amazon are granting anything a customer claims, regardless of the sellers evidence of delivery. I like selling on Amazon but this is costing an absolute fortune and effectively means our tiny company is working for nothing, at least on Amazon. We don't have anywhere near the same type of issues on eBay. Literally no issues at all on that platform to be fair.
This lack of scrutiny on customer claims is being seen as a 'hack' to getting free stuff on social media. I wish these customers understood they are taking individuals money, not some enormous companies money.
A to Z claims being granted even if you deliver item?
I wonder if anyone can help. I don't know if we are doing something incorrectly in our fulfilment but we keep having A to Z claims filed against us and Amazon keep granting them even though items have been delivered, in some cases days earlier than our delivery estimate.
I'll give an example of the most recent case. The customer ordered on the 12 December. We dispatched on the 13 December with the first courier scan at 17:03 that day. Our 'dispatch by date' was 16 December. The courier then delivered the parcel and 'left it as authorised' at the address on the 14 December which is 5 days before the delivery estimate. The customer then files a claim saying they haven't received the item. Inexplicably Amazon see in the customers favour, provide a full refund and give me this outcome which only seems to contradict itself 'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
We have also had some orders over Christmas which arrived late, but there is photographic proof the customer received the item yet they still see in their favour because it was a day or 2 late. I mean..............it's Christmas. I have zero control over how quickly couriers deliver at Christmas.
It seems to me that Amazon are granting anything a customer claims, regardless of the sellers evidence of delivery. I like selling on Amazon but this is costing an absolute fortune and effectively means our tiny company is working for nothing, at least on Amazon. We don't have anywhere near the same type of issues on eBay. Literally no issues at all on that platform to be fair.
This lack of scrutiny on customer claims is being seen as a 'hack' to getting free stuff on social media. I wish these customers understood they are taking individuals money, not some enormous companies money.
A to Z claims being granted even if you deliver item?
I wonder if anyone can help. I don't know if we are doing something incorrectly in our fulfilment but we keep having A to Z claims filed against us and Amazon keep granting them even though items have been delivered, in some cases days earlier than our delivery estimate.
I'll give an example of the most recent case. The customer ordered on the 12 December. We dispatched on the 13 December with the first courier scan at 17:03 that day. Our 'dispatch by date' was 16 December. The courier then delivered the parcel and 'left it as authorised' at the address on the 14 December which is 5 days before the delivery estimate. The customer then files a claim saying they haven't received the item. Inexplicably Amazon see in the customers favour, provide a full refund and give me this outcome which only seems to contradict itself 'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
We have also had some orders over Christmas which arrived late, but there is photographic proof the customer received the item yet they still see in their favour because it was a day or 2 late. I mean..............it's Christmas. I have zero control over how quickly couriers deliver at Christmas.
It seems to me that Amazon are granting anything a customer claims, regardless of the sellers evidence of delivery. I like selling on Amazon but this is costing an absolute fortune and effectively means our tiny company is working for nothing, at least on Amazon. We don't have anywhere near the same type of issues on eBay. Literally no issues at all on that platform to be fair.
This lack of scrutiny on customer claims is being seen as a 'hack' to getting free stuff on social media. I wish these customers understood they are taking individuals money, not some enormous companies money.
12 replies
12 replies
Seller_zDUw7ekrB6OEy
Welcome to Amazon, these days there seems to be nothing Amazon will accept as proof of delivery. This fairly new response is just ridiculous.
Seller_ZJhFeE3tNKzfh
Amazon almost always find in a customers favour with a-z claims.
They state a signature is required basically but even with a signature the customer will often also win.
That message that they put though that states it was delivered but the customer didn’t receive it would I would say because enough to make a legal claim! It’s even worse if you use Amazons own logistics as they will refund thec customer but also say that they can’t refund you because it was delivered!
On your point about not having control of what the courier speed is at Christmas. That’s correct but you would be aware they are possibly slower, so you should extend your shipping times appropriately.
Seller_LrOi5Val3Iifg
We have similar issues but very rare.
Our latest one is an order came through FBM and we created a multichannel fulfilment order for it. Buyer states they never received it and amazon grant an A-Z. We try to claim for the loss on the Multichannel order and are told its been delivered so they aren't paying out. We appeal the A-Z with this info and that gets denied.
The mind Boggles.
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_NZ8CMWorticWe.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_DfMOm9tgJKAex
this is exactly what happens... customer says they dont have it.. amazon almost always grants in their favour
Seller_uRNttStKxfk4s
Just get used to it. Amazon is like this. Fam sellers are worse off than you. Amazon can refund our products at will. For example, I wrote down what the product contains in the packing list, but the customer thought that he should pack something else besides the product, which led to Amazon refunding the customer. I wonder, if everything is done according to the customer's preferences, then what is the purpose of the packing list? Should I put 100,000 pounds in the product and let the Amazon customer claim back his pounds?
Seller_zDUw7ekrB6OEy
Welcome to Amazon, these days there seems to be nothing Amazon will accept as proof of delivery. This fairly new response is just ridiculous.
Seller_zDUw7ekrB6OEy
Welcome to Amazon, these days there seems to be nothing Amazon will accept as proof of delivery. This fairly new response is just ridiculous.
Seller_ZJhFeE3tNKzfh
Amazon almost always find in a customers favour with a-z claims.
They state a signature is required basically but even with a signature the customer will often also win.
That message that they put though that states it was delivered but the customer didn’t receive it would I would say because enough to make a legal claim! It’s even worse if you use Amazons own logistics as they will refund thec customer but also say that they can’t refund you because it was delivered!
On your point about not having control of what the courier speed is at Christmas. That’s correct but you would be aware they are possibly slower, so you should extend your shipping times appropriately.
Seller_ZJhFeE3tNKzfh
Amazon almost always find in a customers favour with a-z claims.
They state a signature is required basically but even with a signature the customer will often also win.
That message that they put though that states it was delivered but the customer didn’t receive it would I would say because enough to make a legal claim! It’s even worse if you use Amazons own logistics as they will refund thec customer but also say that they can’t refund you because it was delivered!
On your point about not having control of what the courier speed is at Christmas. That’s correct but you would be aware they are possibly slower, so you should extend your shipping times appropriately.
Seller_LrOi5Val3Iifg
We have similar issues but very rare.
Our latest one is an order came through FBM and we created a multichannel fulfilment order for it. Buyer states they never received it and amazon grant an A-Z. We try to claim for the loss on the Multichannel order and are told its been delivered so they aren't paying out. We appeal the A-Z with this info and that gets denied.
The mind Boggles.
Seller_LrOi5Val3Iifg
We have similar issues but very rare.
Our latest one is an order came through FBM and we created a multichannel fulfilment order for it. Buyer states they never received it and amazon grant an A-Z. We try to claim for the loss on the Multichannel order and are told its been delivered so they aren't paying out. We appeal the A-Z with this info and that gets denied.
The mind Boggles.
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_NZ8CMWorticWe.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_pvx82zrXMTSpX
I am sorry to hear this, @Seller_NZ8CMWorticWe.
Unfortunately in A-Z Guarantee Claims for "INR", no level of evidence will satisfy Amazon to make them rule in your favour.
This is all due to the statement which was added without notice some time ago to Amazon's A-Z Guarantee policy, here (linked): "In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience."
This statement gives Amazon the power to play "God" in the name of Customer Experience and completely undermines the integrity of all third-party delivery methods, forcing all sellers towards FBA for protection. Besides being incredibly corrupt, I recommend raising a complaint to the Competition & Markets Authority (CMA) to investigate further.
We continue to send items "Signed For" as we find it dissuades buyers from trying their luck to begin with, however the reality is that anyone who is clued up on this matter will know that they can get a refund for anything. Amazon is a fraudsters dream!
Nevertheless, if you have any doubt about the customers claims, please raise a report with Action Fraud UK.
All the best!
Seller_DfMOm9tgJKAex
this is exactly what happens... customer says they dont have it.. amazon almost always grants in their favour
Seller_DfMOm9tgJKAex
this is exactly what happens... customer says they dont have it.. amazon almost always grants in their favour
Seller_uRNttStKxfk4s
Just get used to it. Amazon is like this. Fam sellers are worse off than you. Amazon can refund our products at will. For example, I wrote down what the product contains in the packing list, but the customer thought that he should pack something else besides the product, which led to Amazon refunding the customer. I wonder, if everything is done according to the customer's preferences, then what is the purpose of the packing list? Should I put 100,000 pounds in the product and let the Amazon customer claim back his pounds?
Seller_uRNttStKxfk4s
Just get used to it. Amazon is like this. Fam sellers are worse off than you. Amazon can refund our products at will. For example, I wrote down what the product contains in the packing list, but the customer thought that he should pack something else besides the product, which led to Amazon refunding the customer. I wonder, if everything is done according to the customer's preferences, then what is the purpose of the packing list? Should I put 100,000 pounds in the product and let the Amazon customer claim back his pounds?
