Trigger Happy Amazon A to Z Team - Shoot first, ask questions later?

Hi all…

We obviously love Amazon as we use it as part of our distribution strategy. But I hate Amazon when trigger happy staff (and possibly bots) make AtoZ decisions in favour of the customer without doing a little research first.

To apply professionalism to an A to Z Claim the A to Z team should first LOOK to see if the customer has contacted the seller. If not then the customer should be directed to speak to the seller. This would be a professional courtesy I believe?

If the A to Z team can see that the customer has contact the seller they should rightly investigate.

I recently had an ODR and the comment from the A to Z team member read: "The customer claimed that they did not receive the order and we were unable to confirm shipment and/or delivery."

We purchase 100% of our shipping using “Amazon Buy Shipping” and every order clearly states the shipping date, the carrier name and the tracking number as below example:

Delivery details: Package 1 - ROYAL_MAIL (tracking number) 14 February 2023

The above proves that the order was shipped…

I write this not to be obnoxious - but because I care. Do Amazon employees care?

Hopefully the Amazon team / moderators can pass this feedback on…

Have a great day…