A to Z Claim granted Automately, appeal got denied
We had a claim last week: "Package didn't arrive". it was Automatically Granted. We sent an appeal with all the tracking websites, signatures, and POD.
Today, we received an email from the Amazon claim team that they will uphold their original decision.
One thing: after we sent the signature paperwork to the buyer, the buyer responded to our message, saying they found the package., and asked Amazon to withdraw the claim
The customer also contacted Amazon customer service team to withdraw the claim, but the claim was still granted by the A to Z team.
So why did the Amaozn claim team still granted the claim even though the buyer confirmed they had the package?
This does not make sense. Does the A to Z team really review everything before making a decision?
We have case ID here: 16743415301
Can someone help us here? @Tatiana_Amazon @KJ_Amazon
3 replies
Seller_CW0P5hgbsiqWX
Where you purchased your shipping makes a big difference, Theu Amazon or thru your private purchase?
OP: "The customer also contacted Amazon customer service team to withdraw the claim, but the claim was still granted by the A to Z team."
Amazon has trained their buyers to know that if they call Customer Service, and complain about a seller, Amazon will refund them in full on the spot, from the seller's account of course.
Joey_Amazon
Hey @Seller_ot7KI5P0z8v53,
Appreciate you posting here at the Forums and bringing this matter to our attention.
Please allow me to connect with our internal team and go over your case/claim once again. I will share here any new findings.
Thanks,
Joey
