A-Z utterly unsupported
Hi everybody could really use your help from experience sellers.
We had an A-Z claim that was granted immediately despite having tracking.
Seller support of told me it was granted immediately by customer service.
I should’ve seen this one coming the seller emailed me one day after purchase to ask where the item was.
We provided tracking.
Amazon as usual didn’t follow any of their own rules or protocols and I’ve now left me right in it.
I’ve telephoned the seller support 13 times and spent over two hours on the phone with no joy.
I’m worried with Christmas selling coming up.
Don’t know whether it’s better to pursue this or appeal a Christmas selling Ban.
Every time I call so the support they open a case and then close it. I get the same stupid email sending me round in circles with the A-Z team.
You can’t contact the A-Z team directly by email anymore.
They transferred or escalated it multiple times. No one ever gets back to you.
I’ve reached out to the CEOs office but not had a reply.
Any help on ideas would be fantastic.
A-Z utterly unsupported
Hi everybody could really use your help from experience sellers.
We had an A-Z claim that was granted immediately despite having tracking.
Seller support of told me it was granted immediately by customer service.
I should’ve seen this one coming the seller emailed me one day after purchase to ask where the item was.
We provided tracking.
Amazon as usual didn’t follow any of their own rules or protocols and I’ve now left me right in it.
I’ve telephoned the seller support 13 times and spent over two hours on the phone with no joy.
I’m worried with Christmas selling coming up.
Don’t know whether it’s better to pursue this or appeal a Christmas selling Ban.
Every time I call so the support they open a case and then close it. I get the same stupid email sending me round in circles with the A-Z team.
You can’t contact the A-Z team directly by email anymore.
They transferred or escalated it multiple times. No one ever gets back to you.
I’ve reached out to the CEOs office but not had a reply.
Any help on ideas would be fantastic.
6 replies
Seller_09KaA3XjqoUPw
just to confirm, did you appeal the A-Z and provide the tracking information on the actual A-Z in your seller central?
Seller_DROodOAYHftnc
This is SO very, very wrong. What right have Customer Service got to grant A-Z refunds ?
Seller_7VbclcPFFRTnc
unfortunately this is standard practice by Amazon now even with tracking.
Go to your a-z claims, find the one in question and click on ‘appeal’ make sure you state using bullet points the date and method of dispatch along with tracking number and the link to the courier website showing the delivery confirmation.
Hopefully you will win the appeal but a word of warning, i started a thread a few months ago as i had successfully won 3 a-z claims but never received my money back and the thread was added to by lots of people stating they hadn’t received their funds back either even though we’ve all opened lots of cases and contacted seller ‘support’ (i use the term loosely)
@Jessica it would be really helpful if a mod could look into this problem asap
Seller_xUKHc5xSYJmI4
Hello
The issue you are experiencing comes up a lot on the forum. To reduce the risk of having an A-Z claim granted immediately is to add the tracking number at the time of dispatch.
If the claim has been granted then I would follow the appeals process. Keep it simple when appealing the claim.
Dear Sir/Madam
We wish to appeal this claim because of the following:-
- Ordered was placed on *********
- Dispatched on ********
- Tracking Number **********
- Link to the tracking information *************
- Delivered on **************
There are further grounds for appeal such as
a) Customer did not inform us the order had not been delivered. Customer should contact the seller in the first instance.
b) The order was unfit for resale and therefore were unable refund the order attached a photograph showing how we received the order.
c) The order was accepted by another person living at the household or commercial premises.
etc etc
Thats it.
