Confused over recent A-Z
So a customer placed an order 5pm friday 5th May.
This was posted on the Tuesday 9th by Parcel48 (as 8th bank holiday.)
Customer told to expect delivery by 11th
They messaged me on the 11th to say not received. I responded saying could they wait another day or so as delivery times are estimates and with the bank holiday it may have caused some delay.
Not heard back from customer until today when A-Z case opened and Amazon immediately granted
Now tracking checked and sure enough still not delivered so I can understand why A-Z granted (that is not my issue) - but:
- A-Z message from Amazon said the defect would count against me. As I used Buy Shipping I immediately went to appeal as this is against policy. However, the A-Z in account health shows 0 claims - is there a delay from being granted to when it shows on dashboard or has it not been counted as per policy?
- The order total was for £12.50 - but Amazon have issued a refund to customer of £11.68. There was no premium shipping or anything so why was customer not refunded full £12.50??
I’m confused
Confused over recent A-Z
So a customer placed an order 5pm friday 5th May.
This was posted on the Tuesday 9th by Parcel48 (as 8th bank holiday.)
Customer told to expect delivery by 11th
They messaged me on the 11th to say not received. I responded saying could they wait another day or so as delivery times are estimates and with the bank holiday it may have caused some delay.
Not heard back from customer until today when A-Z case opened and Amazon immediately granted
Now tracking checked and sure enough still not delivered so I can understand why A-Z granted (that is not my issue) - but:
- A-Z message from Amazon said the defect would count against me. As I used Buy Shipping I immediately went to appeal as this is against policy. However, the A-Z in account health shows 0 claims - is there a delay from being granted to when it shows on dashboard or has it not been counted as per policy?
- The order total was for £12.50 - but Amazon have issued a refund to customer of £11.68. There was no premium shipping or anything so why was customer not refunded full £12.50??
I’m confused
46 replies
Seller_7VbclcPFFRTnc
ODR is currently measuring orders from 4 Mar 2023 - 2 May 2023 so it will appear in a few days unless you are successful in appealing the defect
can’t answer about the odd amount though
Seller_DTufFoxJuMU0M
did you refund £11.68 and amazon refunded the remainder (as part of their referral fee refund)
Seller_tRuvBEHDedp4q
Ive sent in an appeal to say I can understand why A-Z granted as parcel not delivered but:
- Any Order Defect should be removed as per Amazon policy as I used Buy Shipping
- Why was customer only refunded £11.68 when order was for £12.50
I will respond here if/when I get a reply
Seller_ZQyopdiwkUHOZ
You’ll have a much better chance getting it sorted out if we can figure out why it’s happened, or where the figure came from in the first place. Getting info out of Amazon is a nightmare when things have been done correctly, getting them to realise something has gone wrong is going to be a Herculean task.
If your OBA is linked to Amazon, you can check a similarly sized item on Buy Shipping.
Seller_lyUF34znaGncK
Since starting SFP I’ve now had 6 refund claims automatically granted but the only evidence is the email I got, there is nothing in my ODR and no claims listed under the claims section.
Seller_tRuvBEHDedp4q
Hang on - just clicked on the ASIN B089YNFQ7N
Current Buy Box selling it for £11.68 - looks like CS have refunded current BB price not order price
I hold the BB but my price is £12.50 - but Amazon are currently discounting it by 82p (I have no idea why). So customer probably only paid £11.68
Im surprised that Amazon not take back the 82p discount they granted on the order from me - shhhhhh please do not tell them 
Seller_tRuvBEHDedp4q
Yes - my price is £12.50
Amazon are showing a discount (funded by them) on the selling page of 82p (why I have no idea)
So my order details show £12.50 - but customer only paid £11.68
As order not received Amazon refunded the £11.68 to customer - so I get to keep the 82p (presumably)
Heard back from appeals. As per usual Support did not read or understand my message as they just straight out rejected the appeal. This is what they sent:
Thank you for taking the time to provide us with more information regarding your claim on order 204-4356619-6096347. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
In this case, the order should have been received by the buyer no later than 13 May 2023
I specifically stated I was not objecting to the refund but could they explain why
- I was told the A-Z would appear as a defect on my account when I used Buy Shipping (so any delivery problems should not appear as a defect)
- Why customer was not given full refund (Ok I have now figured out why but support did not know that so they should have offered an explanation)
@Maja_Amazon Can you please explain why this defect is going to appear on my account when it is specifically stated in Amazon Policy that it would not effect me as I used Buy Shipping?
From Amazon Policy on Buy Shipping:
A-to-z Guarantee claims : If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
:
Seller_tRuvBEHDedp4q
I thought I would use the button on Account Health page to get an Account Health Specialist to call me back on the issue.
Guess what - they are unable to help and say I need to contact Seller Support - but SS tell me I need contact Claims Dept (anyone know how to contact Claims Dept directly? - there is only the A-Z appeals process which I have already done so cannot do again).
So every Department are washing their hands off the issue and not taking any responsibility.
Seller_tRuvBEHDedp4q
@Maja_Amazon
Still awaiting a reply for any mod
Claims Dept have come back to say they stand by their decision to award the A-Z
As per usual no one in Seller Support are listening to the actual problem
I AM NOT COMPLAINING ABOUT THE A-Z DECISION
I AM NOT COMPLAINING I HAD TO REFUND BECAUSE PARCEL WAS NOT DELIVERED
WHAT I WANT IS FOR SOMEONE AT AMAZON TO CORRECT THE MISTAKE THAT THIS ORDER DEFECT HAS BEEN COUNTED AGAINST ME WHICH CONTRAVENES YOUR OWN POLICIES THAT I HAVE QUOTED TO YOU NOW NUMEROUS TIMES
I USED BUY SHIPPING
I SENT ON TIME
ERGO - A-Z CLAIM SHOULD NOT APPEAR IN MY ODR ACCOUNT HEALTH REPORT
Seller_tRuvBEHDedp4q
Ive well and truly given up on this issue
Today I have been told yet another order that was not received and customer awarded A-Z will be counted on my ODR
Seller Support keep transferring case to Claims - who uphold their decision to award A-Z (even though I am not disputing the A-Z just that it affects my ODR when using Buy Shipping is supposed to protect that)
Account Health Specialist say they cannot help as I must go through Seller Support. When I said they were not listening they suggested I used Telephone support.
Tried Telephone support today - 4 times it cut off. Once I did get to speak to someone but to be blunt I could not understand a word they were saying.
So tried Chat window - they kept telling me the metric would be removed after 60 days - when the point is it should not be on the ODR at all. After several attempts trying to get them to understand (and them quoting me policy on negative feedback which was irrelevant) they said they would transfer me to another department. I waited and waited - to be told a new person was connected who immediately closed down the chat window without saying anything !!
Ive noticed there a feedback link on the relevant Buy Shipping page so I have sent feedback saying the policy is not adhered to - not sure it will do any good.
Ive also tried the managing director email but I am not holding my breath
If I am not going gain any benefit from using Buy Shipping I am switching back to using RM Click&Drop instead
@Maja_Amazon
Case ID: 8778560512 for the relevant Chat transcript where you can see at end the chat was closed after being transferred
New order told today that will also be on my ODR when it should not 203-9598142-9323562
