Does Amazon's A - Z decision completely ignore the communication records
Regarding the A-to-Z claim for order 114 - 9510467 - 2303454,
Amazon issued a full refund to the customer and included it in our performance metrics, despite the customer clearly stating that they had received all the packages and only requested a refund of the shipping cost.And we have provided the proof of delivery with the customer's signature For this customer's order, due to an issue with the customer's address, the courier service couldn't be completed.
We communicated with the customer about the address problem and, as per the requirements of our shipping company, FedEx, asked the customer to provide a detailed address. However, FedEx still couldn't deliver the package, so it had to be left at the station for the customer to pick up. We shipped the order in a timely manner.
When we first contacted the customer, it was far from the latest delivery time. The customer finally picked up the package on the day of the latest delivery time. If the customer's address had been correct, we could have delivered the package before the latest delivery time. The cause of these issues was not on our part. Not only do we have to suffer the loss of the refund, but it is also included in our performance metrics, which is extremely unfair.
@Rose_Amazon @Quincy_Amazon @Dominic_Amazon @Troy_Amazon @Ricardo_Amazon @Atlas_Amazon @SEAmod
1 reply
Xander_Amazon
Hi HX202101 - Once a Claim is granted to the customer and your account has been debited, you have 30 calendar days to submit an appeal if an A-to-z Guarantee Claim has been granted in favor of the customer. This is your opportunity to provide new information for our investigation to dispute the decision.
Once you've submitted an appeal, we'll review the information you provided. If we determine that additional information is required after you submit the appeal, we'll contact you via email. You must respond to any information request within 72 hours.
