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Robbed again : A to Z without the possibility to solve the issue nor receiving message from customer prior to decision :[
Hi,
Once again we are robbed without even being able to treat an incident. Latest example, we sent an item to UK order 026-5338723-6163529
It was delivered normally, but this morning an A to Z pops out of nowhere.
I check emails from customers everyday and reply in less than 24hrs. In that case no email, neither return request.
So I challenge the A to Z providing proof of delivery.
Useless : Amazon replies to me "We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact."
Facts in reality :
1. Customer never contacted us
2. Amazon did not wait 48h to allow us to reply or treat the incident
3. There was no return request made prior to A to Z being triggered.
Now customer has the refund, they will never send item back, so once again we have been robbed.
Now that I opened a case to challenge this decison since I can no longer appeal it once the AtoZ team shuts it, by magic the return request just appeared in our list (where are the 48hrs guys?).
Apalling, tired of being robbed again and again, that is not right.
Sellers should be able to treat incidents prior A to Z claims be triggered.
Sylvain
Carnasport
1 reply
Ange_Amazon
Hi @Seller_m5mUN4A7l1BDh,
Indeed, I see that you received this message on July 10th , but I believe it was sent by mistake.
You then received the following message on July 18th, which is the actual reason your claim was denied:
We reviewed the details for this claim and found you have provided an invalid return address that is non-compliant with Amazon Returns policy. In the event you do not have a return address in the United Kingdom you may choose to either issue a prepaid return label for the return, or issue a full refund without requiring the return of the item. For more information about the A-to-z Guarantee policy, assistance in navigating the A-to-z Guarantee Claims page, or how to avoid claims in the future, please refer to our help pages: https://sellercentral.amazon.com/gp/help/27951
Apologies for the confusion created, do let me know if you have any question on this.
Ange from Amazon
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