Amazons A-to-z team is useless
I wanted to share my frustrating experience with Amazon's A-to-Z Guarantee team. Despite providing all the necessary proof of delivery on time, they still decided to grant the claim against me. It's incredibly disheartening to see how useless this team can be when it comes to protecting sellers. To make matters worse, they denied my appeal, citing that I didn't respond on time, which is completely untrue. Why even have an appeal option if they're not going to handle it properly? Has anyone else experienced similar issues with their decision-making process? Any advice on how to handle this would be greatly appreciated.
21 replies
Jona_Amazon
Hi @Seller_pP6qqOrVs07C7,
thanks for sharing your experience on the Seller Forums.
Could you share the Order ID that is related to this A-to-Z claim?
I would like to revise your case.
Best,
Jona
Seller_5DuQwq5we6TLl
Everyone has this experience I am sorry to tell you, you'll get used to it.
We had one recently where we provided a prepaid return label for a 60 product, the customer saying they didn't want any more.
Instead of returning, the customer went to A to Z and was just refunded, without being asked to post the return with the prepaid label, they have kept the product.
Then of course our appeal was rejected as per usual.
The order was dispatched and delivered on time, the customer just didn't want to return it, despite receiving a prepaid label.
No matter the circumstances it is very very rare for A to Z to side with the seller, sometimes they cover the cost of the refund, but again this is fairly rare.
Seller_0TeU6wKMsIhaF
Sadly this is common. Had a customer order a personalised item, claim it never arrived. Never replied to my 2 messages through Amazon about it. then claimed I never responded so went AtoZ which was granted even though RM Tracking showed it delivered to the door. I later messaged asking if they found it, which they DID and Amazon said it's up to me to get paid for it and the customer ignored every email since so I got a black mark for 60 days AND lost the money. Amazon don't care, no matter how many times you moan about it, they say they can't take the money again and that the customer has to reverse the refund - which they will never do . lose lose I'm afraid
Seller_cjMmmodK3cAUd
Amazon is worse than cartels. It is biggest fraud company in the world.
Seller_TRs8x2JRNgiPL
Yep happened to me too. Amazon rip you off
Seller_zkETYNYu5AkMT
All the sellers must unite and file a class action lawsuit against amazon.
Seller_lnQKaZJGTX769
the sellers definitely need a union. amazon do treat us like second class citizens.
Seller_lmJOjF6JybyzB
amazon doesn't follow its own policies, and its actions encourage scammers.
Seller_1vyLJePYDN9hf
I'm afraid you overestimate them when you talk about an A-Z Guarantee "team". There is no team, all "decisions" are auto-granted in favour of the buyer by bots. No human reviews the evidence, saving Amazon the cost of paying someone to do that. The reality is that if you are on Amazon you are wide open to fraudulent buyers and you are not protected in any way by Amazon.
Seller_w5DjyviPmSelS
I#ve had a great one today - Tracking shows delivered, even Amazon A to Z staff have said they can see the item was delivered - Let me show you their reason:
Product amount: GBP 7.90
Claim date: 17 July 2024
Why is this happening?
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.
Even though they have said this, they have still refunded the buyer at my expense. Absolute robbery, enabled by Amazon
