Amazon Dont Follow Their Own Policies
This is fast becoming unacceptable, that Amazons own A to Z team do not even know the policy of Amazon.
Buy shipping when used is supposed to exempt sellers from issues arising from deliveries.
So can anyone from Amazon explain why for order ID 204-9287328-8625145 my ODR is affected, despite appealing this, proving I used buy shipping, proving I shipped this on time and even quoting amazons own policy ?
This is absurd.
The reason behind supposedly using Buy Shipping was to stop this nonsense !!!
Maja_Amazon
Hello EP11!
I have sent you a private message but let me post here as well for visibility.
I want to assure you that besides escalating all those orders internally I am as well passing the general reports to the team that owns A-Z and ODR policies.
Best,
Maja
51 replies
Seller_DTufFoxJuMU0M
seems to happen quite frequently sadly
Seller_sg54Fq7GfBZzn
And also identical on Order 204-0591097-6836323
I am sorry Amazon but this is not acceptable whatsover, why have a policy that is not adhered too ? everyone has been moved onto this due to VTR and the promise of no defects, yet your staff are not following your own policies and there is no way at all to even complain about it.
It seems the A to Z team are unregulated and above reproach even when they make horrific errors ???
Thats not customer centric at all
Seller_sg54Fq7GfBZzn
I am sorry to have to report we have another exactly the same, shipped on time using buy shipping, tracking ID updated, Royal Mail have not scanned it and we have an A to Z which amazon refuse to overturn
203-7331064-2375509
Seller_sg54Fq7GfBZzn
And again 205-8664896-1249120
Buy shipping used, item sent, A to Z straight to ODR, Appeal denied, surely something has to be done to fix the A to Z team as they are not following Amazons own policies ? and its not a one off, its over and over again and a source of huge frustration
Maja_Amazon
Hello EP11!
I have sent you a private message but let me post here as well for visibility.
I want to assure you that besides escalating all those orders internally I am as well passing the general reports to the team that owns A-Z and ODR policies.
Best,
Maja
Seller_B4VbHpnDLDLAU
@Maja_Amazon
If you are passing these over to the A-Z team it sounds like you are in contact with the correct Department.
Can you please ask the question which should be black and white. What level of proof is required to defend a non delivery claim Via A-Z? as this seems to be non existant
But there must be something in the system / person who awards against it when there is all the evedence in the world
Seller_PWUInsTSC54tk
I don’t think you will find a definitive answer on this unfortunately.
We have appealed A-Z claims with a combination of signature, GPS scan and several photos but they still get rejected.
To be honest, I’m not sure if there are any other couriers in the UK that collect more than this which leaves us feeling like the A-Z standard of proof is impossible to reach.
Seller_sg54Fq7GfBZzn
A prime example of Amazon not following their own policies is right here.
So, the items were sent, on time, an express tracking ID was provided at the point of sale to the customer and was fully trackable.
The customer chose not to provide ID documents to customs and the item was slightly delayed.
The customer then received the item and a Rep at Amazon knowing they had the item as it clearly states the customer has the item in the comments !, rather than opened a return request, where a pre paid label would be generated.
Allowed fraud, opened an A to Z claim stating "tracking could not be verified", despite their being a signature on the delivery to the customers address !!!!
So not only do we get a defect, we lose 300 Euros too.
So we have now turned off Italy and Spain permanently, as this is disgusting.
We appealled it and were told "oh if the customer authoriese recharging we can recharge".
No notice to the fact the case should never have been opened, nor the defect or lost money.
Not suprisingly the customer no longer responds.
Its shocking !!!
Seller_tRuvBEHDedp4q
Yep - I started a similar thread a few weeks ago
No matter what you say to SS they just pass the case to Claims Dept
Claims Dept just say item was not received so they uphold there decision to award A-Z - even though I specifically stated I was not appealing the A-Z, or the fact I had to refund, just the fact that it should not be counted on my ODR metric as per Amazon Buy Shipping policy
Contacted Account Health Specialist who say they are unable to help as they cannot access the information (here is me thinking an Account Health Specialist would be able to access all information on these metrics). They advised contacting Support - and the circle begins again.
I tried contacting by telephone - randomly cut off 4 times. I did get to speak to someone once but I could not understand a single word they were saying they were mumbling so much.
I then tried using the Chat window - after they kept telling me totally irrelevant information about they eventually said they would transfer the chat to another colleague. Waited 10 minutes, other colleague came online and immediately closed the chat window.
I am currently messaging the mods @Julia_Amazon and @Maja_Amazon on the issue. Hopefully they will pick up these tags and do something about it.
Seller_xUKHc5xSYJmI4
Hi
According to the buy shipping information you are only covered if you use a tracked service.
Negative Customer Feedback: If you ship on time with tracking via Buy Shipping, and the buyer leaves seller feedback solely related to delayed or undelivered packages, you can request to have the feedback reviewed. If approved, the impact of the feedback is removed from your Order Defect Rate, and the buyer’s comment will be displayed with a strike-through and the statement: The fulfilment issues associated with this order were not due to the seller. To find out more, see Can Amazon remove feedback I received?
Seller_HRqC7Eq5Rjcr4
It is very frustrating but if you keep appealing them and quoting Amazon policy for buy shipping they eventually do budge. Sometimes they reply that they won’t change decision but when you look at A-Z claims in performance it does switch to “Order Defect Rate (ODR) impacted: No”
Seller_SITNVuZK87zGK
Good news for you! I suppose the question is 1) will they and 2) will they actually fix the issue that caused all of this - or does everyone have to open a thread on the forums to get ODR impact removed?
