A-Z Claim Frustrations
I get very frustrated at the lack of support from Amazon and the difficulties in contacting anyone to discuss issues, so I am hoping someone may be able to assist.
We sold an items and dispatched within 48 hours via Royal Mail tracked, but we entered the incorrect tracking number in to the shipping details (missed 1 digit out), which I guess is the route of our problem, but this aside … Within 24 hours of the expected Friday “due date” passing the buyer opened an a-z claim which was subsequently closed within an hour in their favour without giving us the opportunity to reply or address the concern. As a result the parcel arrived 1 day late and now the buyer has a full refund and their purchase.
We did appeal the decision of the a-z claim, but all evidence of this appears to have disappeared and now there is no option to appeal due to the elapsed time.
I can find no way to contact Amazon either.
We have a similar issue with a 2nd case where we have entered the correct tracking number and Royal Mail have advised of delivery to the correct address … but 6 weeks later the funds are still being withheld in our account and the a-z case is just staying active.
A-Z Claim Frustrations
I get very frustrated at the lack of support from Amazon and the difficulties in contacting anyone to discuss issues, so I am hoping someone may be able to assist.
We sold an items and dispatched within 48 hours via Royal Mail tracked, but we entered the incorrect tracking number in to the shipping details (missed 1 digit out), which I guess is the route of our problem, but this aside … Within 24 hours of the expected Friday “due date” passing the buyer opened an a-z claim which was subsequently closed within an hour in their favour without giving us the opportunity to reply or address the concern. As a result the parcel arrived 1 day late and now the buyer has a full refund and their purchase.
We did appeal the decision of the a-z claim, but all evidence of this appears to have disappeared and now there is no option to appeal due to the elapsed time.
I can find no way to contact Amazon either.
We have a similar issue with a 2nd case where we have entered the correct tracking number and Royal Mail have advised of delivery to the correct address … but 6 weeks later the funds are still being withheld in our account and the a-z case is just staying active.
20 replies
Seller_xUKHc5xSYJmI4
Even if you accidentally mistyped the tracking number the tracking informing will show the order as delivered. Courier as no longer requesting signatures on their handheld terminals. In your appeal you would need to explain the customer has received the order with day date and time with a link to the courier website site. Unfortunately due to a mistyped tracking number should be all end all. We are noticing recently the A-Z claims appear to be premature. They don’t give the seller the time to look into the matter or provide further information when requested. Such as confirming the delivery address because many customer use multiple delivery addresses may have forgot which delivery address they selected when placing the order. Amazon policy does say the customer should contact the seller in the first instance to try and resolve the issue. I believe many of the claims we have received have been premature and did not give us the time to look into the matter. Also they usually claim at the weekend when you cannot call anyone from the delivery office.
You also have the option to inform your courier the customer has informed you they have not received their order with your tracking information.
Seller_2ImZnfcFSat4R
Hi,
How long does it take them to finalize a case because mine is also approaching 1 month?
Seller_2BrPSydGy6oyq
Please check to make sure that you have entered the carrier and tracking number for your package correctly. You can change, re-enter and update the tracking information under Manage Your Orders until the order is delivered. Your metrics will reflect this change within 72 hours.
Did you correct the tracking error, before submitting your appeal?
Ps: What I mean is, if the order was not showing as delivered, I believe you can still update based on above Amazon advice?
Seller_7YstQjvfIrrrg
I’ve had 115 Euro given back to a customer in Germany. Basically they placed order, I sent same day, added tracking and customer only went on holiday and wasn’t there when delivery attempted. So even though tracking shows that delivery was attempted and customer not at home (they told me separately they were out of Germany!!), they still got a full refund and as far as I know the order! 115 euro is a lot of money to small business. Stopped selling on amazon.de now. Not worth the hassle.
Seller_4jeZD40ha7u4o
Frustrating, Frustrating, Frustrating …
We have 5 times more A-Z claims this year than last year. Almost all for none delivery, almost all delivered, they all have full tracking and signature service (but of course no signature due to virus). Half of them are SFP which should not even be A-Z eligible . They are granting them to customer and even make us wait up to 2 months for each case. Almost every unit is well over £100 .
We are not happy at all.
Amazon is not following their own rules anymore .
Seller_JHdYYHAeKWpb1
Can anyone offer suggestions here as I was about to post a similar message… Mine was sent to France (metropolitan which is The Caribbean side) during the lock-down, The product nearly took 2 months to arrive and when the product arrived to destination Amazon had already given the customer their money. I have appealed their decision Amazon has refused my appeal and have asked me to contact the carrier instead. What’s the next step if anyone can advise.
Seller_BODC4SKCMtPOb
One word for amazon service PATHETIC, I had to close sales in Spain market after 3 unresolved cases, tracking provided shows signed and delivered yet almost impossoble to resolve anything.
A-Z Claim Frustrations
I get very frustrated at the lack of support from Amazon and the difficulties in contacting anyone to discuss issues, so I am hoping someone may be able to assist.
We sold an items and dispatched within 48 hours via Royal Mail tracked, but we entered the incorrect tracking number in to the shipping details (missed 1 digit out), which I guess is the route of our problem, but this aside … Within 24 hours of the expected Friday “due date” passing the buyer opened an a-z claim which was subsequently closed within an hour in their favour without giving us the opportunity to reply or address the concern. As a result the parcel arrived 1 day late and now the buyer has a full refund and their purchase.
We did appeal the decision of the a-z claim, but all evidence of this appears to have disappeared and now there is no option to appeal due to the elapsed time.
I can find no way to contact Amazon either.
We have a similar issue with a 2nd case where we have entered the correct tracking number and Royal Mail have advised of delivery to the correct address … but 6 weeks later the funds are still being withheld in our account and the a-z case is just staying active.
A-Z Claim Frustrations
I get very frustrated at the lack of support from Amazon and the difficulties in contacting anyone to discuss issues, so I am hoping someone may be able to assist.
We sold an items and dispatched within 48 hours via Royal Mail tracked, but we entered the incorrect tracking number in to the shipping details (missed 1 digit out), which I guess is the route of our problem, but this aside … Within 24 hours of the expected Friday “due date” passing the buyer opened an a-z claim which was subsequently closed within an hour in their favour without giving us the opportunity to reply or address the concern. As a result the parcel arrived 1 day late and now the buyer has a full refund and their purchase.
We did appeal the decision of the a-z claim, but all evidence of this appears to have disappeared and now there is no option to appeal due to the elapsed time.
I can find no way to contact Amazon either.
We have a similar issue with a 2nd case where we have entered the correct tracking number and Royal Mail have advised of delivery to the correct address … but 6 weeks later the funds are still being withheld in our account and the a-z case is just staying active.
A-Z Claim Frustrations
I get very frustrated at the lack of support from Amazon and the difficulties in contacting anyone to discuss issues, so I am hoping someone may be able to assist.
We sold an items and dispatched within 48 hours via Royal Mail tracked, but we entered the incorrect tracking number in to the shipping details (missed 1 digit out), which I guess is the route of our problem, but this aside … Within 24 hours of the expected Friday “due date” passing the buyer opened an a-z claim which was subsequently closed within an hour in their favour without giving us the opportunity to reply or address the concern. As a result the parcel arrived 1 day late and now the buyer has a full refund and their purchase.
We did appeal the decision of the a-z claim, but all evidence of this appears to have disappeared and now there is no option to appeal due to the elapsed time.
I can find no way to contact Amazon either.
We have a similar issue with a 2nd case where we have entered the correct tracking number and Royal Mail have advised of delivery to the correct address … but 6 weeks later the funds are still being withheld in our account and the a-z case is just staying active.
20 replies
20 replies
Seller_xUKHc5xSYJmI4
Even if you accidentally mistyped the tracking number the tracking informing will show the order as delivered. Courier as no longer requesting signatures on their handheld terminals. In your appeal you would need to explain the customer has received the order with day date and time with a link to the courier website site. Unfortunately due to a mistyped tracking number should be all end all. We are noticing recently the A-Z claims appear to be premature. They don’t give the seller the time to look into the matter or provide further information when requested. Such as confirming the delivery address because many customer use multiple delivery addresses may have forgot which delivery address they selected when placing the order. Amazon policy does say the customer should contact the seller in the first instance to try and resolve the issue. I believe many of the claims we have received have been premature and did not give us the time to look into the matter. Also they usually claim at the weekend when you cannot call anyone from the delivery office.
You also have the option to inform your courier the customer has informed you they have not received their order with your tracking information.
Seller_2ImZnfcFSat4R
Hi,
How long does it take them to finalize a case because mine is also approaching 1 month?
Seller_2BrPSydGy6oyq
Please check to make sure that you have entered the carrier and tracking number for your package correctly. You can change, re-enter and update the tracking information under Manage Your Orders until the order is delivered. Your metrics will reflect this change within 72 hours.
Did you correct the tracking error, before submitting your appeal?
Ps: What I mean is, if the order was not showing as delivered, I believe you can still update based on above Amazon advice?
Seller_7YstQjvfIrrrg
I’ve had 115 Euro given back to a customer in Germany. Basically they placed order, I sent same day, added tracking and customer only went on holiday and wasn’t there when delivery attempted. So even though tracking shows that delivery was attempted and customer not at home (they told me separately they were out of Germany!!), they still got a full refund and as far as I know the order! 115 euro is a lot of money to small business. Stopped selling on amazon.de now. Not worth the hassle.
Seller_4jeZD40ha7u4o
Frustrating, Frustrating, Frustrating …
We have 5 times more A-Z claims this year than last year. Almost all for none delivery, almost all delivered, they all have full tracking and signature service (but of course no signature due to virus). Half of them are SFP which should not even be A-Z eligible . They are granting them to customer and even make us wait up to 2 months for each case. Almost every unit is well over £100 .
We are not happy at all.
Amazon is not following their own rules anymore .
Seller_JHdYYHAeKWpb1
Can anyone offer suggestions here as I was about to post a similar message… Mine was sent to France (metropolitan which is The Caribbean side) during the lock-down, The product nearly took 2 months to arrive and when the product arrived to destination Amazon had already given the customer their money. I have appealed their decision Amazon has refused my appeal and have asked me to contact the carrier instead. What’s the next step if anyone can advise.
Seller_BODC4SKCMtPOb
One word for amazon service PATHETIC, I had to close sales in Spain market after 3 unresolved cases, tracking provided shows signed and delivered yet almost impossoble to resolve anything.
Seller_xUKHc5xSYJmI4
Even if you accidentally mistyped the tracking number the tracking informing will show the order as delivered. Courier as no longer requesting signatures on their handheld terminals. In your appeal you would need to explain the customer has received the order with day date and time with a link to the courier website site. Unfortunately due to a mistyped tracking number should be all end all. We are noticing recently the A-Z claims appear to be premature. They don’t give the seller the time to look into the matter or provide further information when requested. Such as confirming the delivery address because many customer use multiple delivery addresses may have forgot which delivery address they selected when placing the order. Amazon policy does say the customer should contact the seller in the first instance to try and resolve the issue. I believe many of the claims we have received have been premature and did not give us the time to look into the matter. Also they usually claim at the weekend when you cannot call anyone from the delivery office.
You also have the option to inform your courier the customer has informed you they have not received their order with your tracking information.
Seller_xUKHc5xSYJmI4
Even if you accidentally mistyped the tracking number the tracking informing will show the order as delivered. Courier as no longer requesting signatures on their handheld terminals. In your appeal you would need to explain the customer has received the order with day date and time with a link to the courier website site. Unfortunately due to a mistyped tracking number should be all end all. We are noticing recently the A-Z claims appear to be premature. They don’t give the seller the time to look into the matter or provide further information when requested. Such as confirming the delivery address because many customer use multiple delivery addresses may have forgot which delivery address they selected when placing the order. Amazon policy does say the customer should contact the seller in the first instance to try and resolve the issue. I believe many of the claims we have received have been premature and did not give us the time to look into the matter. Also they usually claim at the weekend when you cannot call anyone from the delivery office.
You also have the option to inform your courier the customer has informed you they have not received their order with your tracking information.
Seller_2ImZnfcFSat4R
Hi,
How long does it take them to finalize a case because mine is also approaching 1 month?
Seller_2ImZnfcFSat4R
Hi,
How long does it take them to finalize a case because mine is also approaching 1 month?
Seller_2BrPSydGy6oyq
Please check to make sure that you have entered the carrier and tracking number for your package correctly. You can change, re-enter and update the tracking information under Manage Your Orders until the order is delivered. Your metrics will reflect this change within 72 hours.
Did you correct the tracking error, before submitting your appeal?
Ps: What I mean is, if the order was not showing as delivered, I believe you can still update based on above Amazon advice?
Seller_2BrPSydGy6oyq
Please check to make sure that you have entered the carrier and tracking number for your package correctly. You can change, re-enter and update the tracking information under Manage Your Orders until the order is delivered. Your metrics will reflect this change within 72 hours.
Did you correct the tracking error, before submitting your appeal?
Ps: What I mean is, if the order was not showing as delivered, I believe you can still update based on above Amazon advice?
Seller_7YstQjvfIrrrg
I’ve had 115 Euro given back to a customer in Germany. Basically they placed order, I sent same day, added tracking and customer only went on holiday and wasn’t there when delivery attempted. So even though tracking shows that delivery was attempted and customer not at home (they told me separately they were out of Germany!!), they still got a full refund and as far as I know the order! 115 euro is a lot of money to small business. Stopped selling on amazon.de now. Not worth the hassle.
Seller_7YstQjvfIrrrg
I’ve had 115 Euro given back to a customer in Germany. Basically they placed order, I sent same day, added tracking and customer only went on holiday and wasn’t there when delivery attempted. So even though tracking shows that delivery was attempted and customer not at home (they told me separately they were out of Germany!!), they still got a full refund and as far as I know the order! 115 euro is a lot of money to small business. Stopped selling on amazon.de now. Not worth the hassle.
Seller_4jeZD40ha7u4o
Frustrating, Frustrating, Frustrating …
We have 5 times more A-Z claims this year than last year. Almost all for none delivery, almost all delivered, they all have full tracking and signature service (but of course no signature due to virus). Half of them are SFP which should not even be A-Z eligible . They are granting them to customer and even make us wait up to 2 months for each case. Almost every unit is well over £100 .
We are not happy at all.
Amazon is not following their own rules anymore .
Seller_4jeZD40ha7u4o
Frustrating, Frustrating, Frustrating …
We have 5 times more A-Z claims this year than last year. Almost all for none delivery, almost all delivered, they all have full tracking and signature service (but of course no signature due to virus). Half of them are SFP which should not even be A-Z eligible . They are granting them to customer and even make us wait up to 2 months for each case. Almost every unit is well over £100 .
We are not happy at all.
Amazon is not following their own rules anymore .
Seller_JHdYYHAeKWpb1
Can anyone offer suggestions here as I was about to post a similar message… Mine was sent to France (metropolitan which is The Caribbean side) during the lock-down, The product nearly took 2 months to arrive and when the product arrived to destination Amazon had already given the customer their money. I have appealed their decision Amazon has refused my appeal and have asked me to contact the carrier instead. What’s the next step if anyone can advise.
Seller_JHdYYHAeKWpb1
Can anyone offer suggestions here as I was about to post a similar message… Mine was sent to France (metropolitan which is The Caribbean side) during the lock-down, The product nearly took 2 months to arrive and when the product arrived to destination Amazon had already given the customer their money. I have appealed their decision Amazon has refused my appeal and have asked me to contact the carrier instead. What’s the next step if anyone can advise.
Seller_BODC4SKCMtPOb
One word for amazon service PATHETIC, I had to close sales in Spain market after 3 unresolved cases, tracking provided shows signed and delivered yet almost impossoble to resolve anything.
Seller_BODC4SKCMtPOb
One word for amazon service PATHETIC, I had to close sales in Spain market after 3 unresolved cases, tracking provided shows signed and delivered yet almost impossoble to resolve anything.
