A to z claim
I have appealed an a to z claim, where the buyer claims he only received 1 item not 3, I had asked the buyer to send a photo of package to confirm package size, he did not and just opened a to z, amazon have emailed asking for more details but under the a to z section there is no respond to amazon, the order is under review but just has the Refund customer
Contact customer
Send feedback
as options, any advise please
A to z claim
I have appealed an a to z claim, where the buyer claims he only received 1 item not 3, I had asked the buyer to send a photo of package to confirm package size, he did not and just opened a to z, amazon have emailed asking for more details but under the a to z section there is no respond to amazon, the order is under review but just has the Refund customer
Contact customer
Send feedback
as options, any advise please
35 replies
Seller_tRuvBEHDedp4q
Use Contact Customer and repeat your message to send pics of packaging.
After that it will be hard to prove if customer is lying and you can bet Amazon will side with customer. What about asking for pics of label as well to show weight of package?
Seller_HGbtkDNsZC2Iu
Have you navigated to “Performance”-" A-to-z Guarantee claims"? It’s where you can add your representation of events for Amazon. However, an option to add any file is lacking there. If you need to add a file, create a regular case with Support. Though, I would like to recommend doing both. Create a case, attach a file and write on the A-z page a message mentioning ID of that case.
Seller_a8eWx2pfTXiWY
Thanks I have emailed customer again for photo of package with label through contact customer, the annoying thing is, shipping is purchased with Amazon shipping so weights measurements and relevant details they already have, I know I will not win but I purchase shipping via amazon to avoid problems like this
Seller_NoMNQDGnEW5Bx
Just to check, were they 3 orders in 1 package or 3 items on the same order?
Seller_7VbclcPFFRTnc
Did they actually say to contact the buyer ? Or did they request more details from you ?
Seller_a8eWx2pfTXiWY
this is email I received
Hello,
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer, debit the amount from your account, and count the claim against your Order Defect Rate.
Why is this happening?
The customer has filed an A-to-z Guarantee claim because they have been delivered an empty package on order 203-0871619-5130724. We are investigating this claim.
What is needed from me?
We require a proof of delivery containing the following information:
– A proof of delivery document showing the recipient’s signature, such as a copy of a signature confirmation or return receipt from the courier.
– The package weight confirmation.
– The carrier: Royal Mail
– The tracking number:
– The delivery address.
– The delivery date.
How can I provide the requested information?
Find this claim on the A-to-z Guarantee claims page in Seller Central and click “Respond to Amazon”.
https://sellercentral.amazon.co.uk/pwo/index.html
If you need to provide attachments, follow step 1 and 2 below:
Step 1: Email your attachments to the customer at this address wntpm1ljq1zjn18@marketplace.amazon.co.uk. Ensure that you use the email address you registered to your Amazon seller account when you email the customer.
Step 2: Go to Seller Central and send us confirmation that you have contacted the customer with the message: “Responded to customer with required attachments”.
https://sellercentral.amazon.co.uk/pwo/index.html
We’re here to help.
For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, refer to our help pages.
https://sellercentral.amazon.co.uk/gp/help/27951
Seller_a8eWx2pfTXiWY
I don’t have option to respond to Amazon
I emailed order info to customer address
I cannot do anything else as message when I click seller central link is this
No claims found
There are no claims that currently require a response. <a href=’/gp/help/G1781’>Find out more</a>
Seller_a8eWx2pfTXiWY
It was buy shipping Amazon, they have all the details, all I can send is the order details page that contains shipping info
Seller_a8eWx2pfTXiWY
The problem is there is no respond to amazon to send the screen shot of the order and delivery details, I have accessed Royal mail tracking and screen shot delivery signature and details, but can’t send them to Amazon as requested
Seller_J0J3ajFTzdz1e
No matter what we do, we, as a seller, are completely defenceless against any A to Z claims made by a customer. We have to live with extremely biassed decisions against us or leave the court.
A to z claim
I have appealed an a to z claim, where the buyer claims he only received 1 item not 3, I had asked the buyer to send a photo of package to confirm package size, he did not and just opened a to z, amazon have emailed asking for more details but under the a to z section there is no respond to amazon, the order is under review but just has the Refund customer
Contact customer
Send feedback
as options, any advise please
A to z claim
I have appealed an a to z claim, where the buyer claims he only received 1 item not 3, I had asked the buyer to send a photo of package to confirm package size, he did not and just opened a to z, amazon have emailed asking for more details but under the a to z section there is no respond to amazon, the order is under review but just has the Refund customer
Contact customer
Send feedback
as options, any advise please
A to z claim
I have appealed an a to z claim, where the buyer claims he only received 1 item not 3, I had asked the buyer to send a photo of package to confirm package size, he did not and just opened a to z, amazon have emailed asking for more details but under the a to z section there is no respond to amazon, the order is under review but just has the Refund customer
Contact customer
Send feedback
as options, any advise please
35 replies
35 replies
Seller_tRuvBEHDedp4q
Use Contact Customer and repeat your message to send pics of packaging.
After that it will be hard to prove if customer is lying and you can bet Amazon will side with customer. What about asking for pics of label as well to show weight of package?
Seller_HGbtkDNsZC2Iu
Have you navigated to “Performance”-" A-to-z Guarantee claims"? It’s where you can add your representation of events for Amazon. However, an option to add any file is lacking there. If you need to add a file, create a regular case with Support. Though, I would like to recommend doing both. Create a case, attach a file and write on the A-z page a message mentioning ID of that case.
Seller_a8eWx2pfTXiWY
Thanks I have emailed customer again for photo of package with label through contact customer, the annoying thing is, shipping is purchased with Amazon shipping so weights measurements and relevant details they already have, I know I will not win but I purchase shipping via amazon to avoid problems like this
Seller_NoMNQDGnEW5Bx
Just to check, were they 3 orders in 1 package or 3 items on the same order?
Seller_7VbclcPFFRTnc
Did they actually say to contact the buyer ? Or did they request more details from you ?
Seller_a8eWx2pfTXiWY
this is email I received
Hello,
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer, debit the amount from your account, and count the claim against your Order Defect Rate.
Why is this happening?
The customer has filed an A-to-z Guarantee claim because they have been delivered an empty package on order 203-0871619-5130724. We are investigating this claim.
What is needed from me?
We require a proof of delivery containing the following information:
– A proof of delivery document showing the recipient’s signature, such as a copy of a signature confirmation or return receipt from the courier.
– The package weight confirmation.
– The carrier: Royal Mail
– The tracking number:
– The delivery address.
– The delivery date.
How can I provide the requested information?
Find this claim on the A-to-z Guarantee claims page in Seller Central and click “Respond to Amazon”.
https://sellercentral.amazon.co.uk/pwo/index.html
If you need to provide attachments, follow step 1 and 2 below:
Step 1: Email your attachments to the customer at this address wntpm1ljq1zjn18@marketplace.amazon.co.uk. Ensure that you use the email address you registered to your Amazon seller account when you email the customer.
Step 2: Go to Seller Central and send us confirmation that you have contacted the customer with the message: “Responded to customer with required attachments”.
https://sellercentral.amazon.co.uk/pwo/index.html
We’re here to help.
For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, refer to our help pages.
https://sellercentral.amazon.co.uk/gp/help/27951
Seller_a8eWx2pfTXiWY
I don’t have option to respond to Amazon
I emailed order info to customer address
I cannot do anything else as message when I click seller central link is this
No claims found
There are no claims that currently require a response. <a href=’/gp/help/G1781’>Find out more</a>
Seller_a8eWx2pfTXiWY
It was buy shipping Amazon, they have all the details, all I can send is the order details page that contains shipping info
Seller_a8eWx2pfTXiWY
The problem is there is no respond to amazon to send the screen shot of the order and delivery details, I have accessed Royal mail tracking and screen shot delivery signature and details, but can’t send them to Amazon as requested
Seller_J0J3ajFTzdz1e
No matter what we do, we, as a seller, are completely defenceless against any A to Z claims made by a customer. We have to live with extremely biassed decisions against us or leave the court.
Seller_tRuvBEHDedp4q
Use Contact Customer and repeat your message to send pics of packaging.
After that it will be hard to prove if customer is lying and you can bet Amazon will side with customer. What about asking for pics of label as well to show weight of package?
Seller_tRuvBEHDedp4q
Use Contact Customer and repeat your message to send pics of packaging.
After that it will be hard to prove if customer is lying and you can bet Amazon will side with customer. What about asking for pics of label as well to show weight of package?
Seller_HGbtkDNsZC2Iu
Have you navigated to “Performance”-" A-to-z Guarantee claims"? It’s where you can add your representation of events for Amazon. However, an option to add any file is lacking there. If you need to add a file, create a regular case with Support. Though, I would like to recommend doing both. Create a case, attach a file and write on the A-z page a message mentioning ID of that case.
Seller_HGbtkDNsZC2Iu
Have you navigated to “Performance”-" A-to-z Guarantee claims"? It’s where you can add your representation of events for Amazon. However, an option to add any file is lacking there. If you need to add a file, create a regular case with Support. Though, I would like to recommend doing both. Create a case, attach a file and write on the A-z page a message mentioning ID of that case.
Seller_a8eWx2pfTXiWY
Thanks I have emailed customer again for photo of package with label through contact customer, the annoying thing is, shipping is purchased with Amazon shipping so weights measurements and relevant details they already have, I know I will not win but I purchase shipping via amazon to avoid problems like this
Seller_a8eWx2pfTXiWY
Thanks I have emailed customer again for photo of package with label through contact customer, the annoying thing is, shipping is purchased with Amazon shipping so weights measurements and relevant details they already have, I know I will not win but I purchase shipping via amazon to avoid problems like this
Seller_NoMNQDGnEW5Bx
Just to check, were they 3 orders in 1 package or 3 items on the same order?
Seller_NoMNQDGnEW5Bx
Just to check, were they 3 orders in 1 package or 3 items on the same order?
Seller_7VbclcPFFRTnc
Did they actually say to contact the buyer ? Or did they request more details from you ?
Seller_7VbclcPFFRTnc
Did they actually say to contact the buyer ? Or did they request more details from you ?
Seller_a8eWx2pfTXiWY
this is email I received
Hello,
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer, debit the amount from your account, and count the claim against your Order Defect Rate.
Why is this happening?
The customer has filed an A-to-z Guarantee claim because they have been delivered an empty package on order 203-0871619-5130724. We are investigating this claim.
What is needed from me?
We require a proof of delivery containing the following information:
– A proof of delivery document showing the recipient’s signature, such as a copy of a signature confirmation or return receipt from the courier.
– The package weight confirmation.
– The carrier: Royal Mail
– The tracking number:
– The delivery address.
– The delivery date.
How can I provide the requested information?
Find this claim on the A-to-z Guarantee claims page in Seller Central and click “Respond to Amazon”.
https://sellercentral.amazon.co.uk/pwo/index.html
If you need to provide attachments, follow step 1 and 2 below:
Step 1: Email your attachments to the customer at this address wntpm1ljq1zjn18@marketplace.amazon.co.uk. Ensure that you use the email address you registered to your Amazon seller account when you email the customer.
Step 2: Go to Seller Central and send us confirmation that you have contacted the customer with the message: “Responded to customer with required attachments”.
https://sellercentral.amazon.co.uk/pwo/index.html
We’re here to help.
For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, refer to our help pages.
https://sellercentral.amazon.co.uk/gp/help/27951
Seller_a8eWx2pfTXiWY
this is email I received
Hello,
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer, debit the amount from your account, and count the claim against your Order Defect Rate.
Why is this happening?
The customer has filed an A-to-z Guarantee claim because they have been delivered an empty package on order 203-0871619-5130724. We are investigating this claim.
What is needed from me?
We require a proof of delivery containing the following information:
– A proof of delivery document showing the recipient’s signature, such as a copy of a signature confirmation or return receipt from the courier.
– The package weight confirmation.
– The carrier: Royal Mail
– The tracking number:
– The delivery address.
– The delivery date.
How can I provide the requested information?
Find this claim on the A-to-z Guarantee claims page in Seller Central and click “Respond to Amazon”.
https://sellercentral.amazon.co.uk/pwo/index.html
If you need to provide attachments, follow step 1 and 2 below:
Step 1: Email your attachments to the customer at this address wntpm1ljq1zjn18@marketplace.amazon.co.uk. Ensure that you use the email address you registered to your Amazon seller account when you email the customer.
Step 2: Go to Seller Central and send us confirmation that you have contacted the customer with the message: “Responded to customer with required attachments”.
https://sellercentral.amazon.co.uk/pwo/index.html
We’re here to help.
For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, refer to our help pages.
https://sellercentral.amazon.co.uk/gp/help/27951
Seller_a8eWx2pfTXiWY
I don’t have option to respond to Amazon
I emailed order info to customer address
I cannot do anything else as message when I click seller central link is this
No claims found
There are no claims that currently require a response. <a href=’/gp/help/G1781’>Find out more</a>
Seller_a8eWx2pfTXiWY
I don’t have option to respond to Amazon
I emailed order info to customer address
I cannot do anything else as message when I click seller central link is this
No claims found
There are no claims that currently require a response. <a href=’/gp/help/G1781’>Find out more</a>
Seller_a8eWx2pfTXiWY
It was buy shipping Amazon, they have all the details, all I can send is the order details page that contains shipping info
Seller_a8eWx2pfTXiWY
It was buy shipping Amazon, they have all the details, all I can send is the order details page that contains shipping info
Seller_a8eWx2pfTXiWY
The problem is there is no respond to amazon to send the screen shot of the order and delivery details, I have accessed Royal mail tracking and screen shot delivery signature and details, but can’t send them to Amazon as requested
Seller_a8eWx2pfTXiWY
The problem is there is no respond to amazon to send the screen shot of the order and delivery details, I have accessed Royal mail tracking and screen shot delivery signature and details, but can’t send them to Amazon as requested
Seller_J0J3ajFTzdz1e
No matter what we do, we, as a seller, are completely defenceless against any A to Z claims made by a customer. We have to live with extremely biassed decisions against us or leave the court.
Seller_J0J3ajFTzdz1e
No matter what we do, we, as a seller, are completely defenceless against any A to Z claims made by a customer. We have to live with extremely biassed decisions against us or leave the court.
