International delivery - A to Z claim appeal
Say a customer does not receive an order by the specified delivery date. Say this order was also an international order that had to go through a customs process. A customer then files an A-Z claim saying the item was not delivered by the specified date, this is understandable. The claim is successful.
Now say the customer receives the parcel by going to the post office to accept the import taxes and duty after the A-Z claim was filed and successful. Am I eligible to appeal this claim?
It seems odd, and unfair, that a buyer can have their cake and eat it. That they can get the full refund forced from me and have their parcel delivered a couple of days later. Surely this can be appealed? Well I did open an appeal and the response I got was that “it wasn’t delivered on time, so we cannot reverse the decision”.
Surely the most the customer can get in this case is a partial refund on the product and a full reimbursement of shipping costs.
Where can I go from here if, after escalation, the A-Z claim appeal is rejected for the second time?
0 replies
Seller_7VbclcPFFRTnc
you can appeal however you could also risk account suspension as its in the t&cs that no customers are to pay any extra to receive their goods
You should’ve sent it either via IOSS or DDP terms
Seller_L2WLWf8N814M4
Hello @Fantastic_Wholesale,
The Amazon A-to-z Guarantee ensures that customers have a consistent experience when making purchases across the Amazon store.
By policy the customer is entitled to a full refund if you did not deliver the order by the estimated delivery date.
You can try to appeal again but i don’t think the decision will change.
In manner to avoid similar issues when you have an international delivery i suggest to accurately state the “dispatch-from” country in your seller profile and manage customer expectations by stating the actual delivery times from your country.
Here you can find more info on " Fulfilling International Orders on Your Own" .
Regards.
Nickolas
Seller_xUKHc5xSYJmI4
Hi Nickolas
I just looked at the seller university could not find a video that actually shows the international shipping process if there was this may prevent issues like the other seller had encountered. Support means to me guiding the business with international shipping with correct documentation which will help them grow and not just refunding where the order is delayed beyond either seller control such as whether conditions, customs delays, or last minutes changes etc. Quick guides which are clear than reading pages and pages of information when this does not prevent the issue in the first instance.
