A-to Z what does a seller have to do
we have an a to z case ruled in favor of the customer, what does a seller have to provide to win a case.
Customer ordered 11 threshold strips.
1 we sent them out with full tracking signature required.
2. customer contacts us stating delivery company has lost the parcel.
3 we contact the courier and they start an investigation in to the missing parcel.
4 we send another again with full tracking without waiting for the fist parcel to be located and inform the customer.
5.customer opens a to z stating they have not received the full item and has no contact from us and they want a full refund.
6 we check tracking and discover both parcels have been delivered and signed for at the same time at the customer address.
7 there is no option to upload proof of delivery images or contact images in the a to z claims case just text, so we provide the tracking numbers, urls to both parcels we which lead to the images and proof of delivery.
8 amazon send out automated messages asking for images (proof of deliver and contact images.
9 . we open a case and email the images to them.
10 they rule in the buyers favor.
11 we open an appeal again no option to provide proof of delivery images once again…
so talking to amazon direct leads you back to creating a case or appealing which then lead you no options to provide proof just text which they do not bother to follow.
What else can we do?.
0 replies
Seller_saK5Ah2SaNYjL
4 was where you made the mistake.
Amazon is a different animal. They only recognise tracking that you uploaded when the original item was shipped. How are they to know you shipped a replacement and the associated tracking?
Did you upload tracking at the time the item was dispatched?
Seller_bhSWqoVh7Pn98
NEVER replace unless the Buyer replies and says to accept a replacement and even then be very careful.
If A-Z Claim, then tracked as delivered (so late) you are in a sticky position.
If it was on time, then you can win this as long as you showed tracking when shipped.
APPEAL and include a screenshot and links to the courier to prove delivered.
If appeal denied, then raise to: managingdirector@amazon.co.uk (appeal first and include case number).
Brief info and then you should be ok
