Amazon के साथ बिक्री शुरू करने पर संभावित प्रोत्साहन में £42K से अधिक प्राप्त करें। जानें कैसे

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सेलर फ़ोरम

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सेलर फ़ोरम के बारे में ज़्यादा जानें, चर्चाओं में भाग कैसे लें, वगैरह!

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🌱 Grow & Tell: What's a risk you took that paid off?

Seller_khUF6HPR2AHxu द्वारा

3 दिन पहले

Hi sellers! Welcome back to Grow & Tell 🌱 - our conversation starter series here in the Grow Your Business category. No pressure, no right or wrong answers, just a chance to connect and share perspectives. 🙌

Your next question is...

❓ What's a risk you took that paid off?

Let’s see your answers in the replies below!

0वोट

116व्यू

4जवाब

सबसे नई गतिविधि12 घंटे पहले

Moderator assistance required

Seller_esFt3stgovDYF द्वारा

1 दिन पहले

Subject: Request for Moderator Assistance – A-to-Z Claim Unfairly Granted Despite Early Delivery and Clear Evidence

Order ID: 202-0991145-1903513

Hi Amazon Moderators, @Seller_PAmTMB1bXsBwZ

I am looking for your assistance regarding an A-to-Z Guarantee claim that I believe has been unfairly granted despite clear evidence provided by the seller.

The order was delivered earlier than the expected delivery date. The customer received the product and, on the day of delivery, contacted us stating that the item had arrived late and requested a full refund without returning the product. The customer also clearly stated that she intended to keep the item as a Christmas gift.

We explained that we could not issue a refund without the product being returned and advised the customer to follow Amazon's return procedure.

However, approximately two months later, the customer raised an A-to-Z claim stating that the item had not been received. Amazon granted the claim despite the following evidence:

- Proof of delivery confirming successful delivery before the expected delivery date.

- Customer's written acknowledgement confirming receipt of the product.

- Customer messages clearly stating that she intended to keep the item as a Christmas gift.

- Previous communications showing repeated requests for a refund without returning the product.

I appealed the decision, and the A-to-Z team requested additional information within 72 hours. I responded within 24 hours, providing all the requested evidence, including proof of delivery and the complete customer communication history.

To my surprise, the appeal was rejected on the grounds that I had failed to provide the requested information.

This is extremely frustrating, particularly because all the requested evidence was submitted well within the specified timeframe.

It raises serious concerns about how A-to-Z claims and appeals are being reviewed. Are the teams actually reviewing the evidence and customer communications submitted by sellers before making their decisions?

I fully understand and support Amazon's commitment to protecting customers. However, sellers also deserve fair treatment, particularly when clear evidence demonstrates that a customer received the product before the expected delivery date and later requested a refund without returning it.

As a small business, we cannot afford to lose both our products and our money in situations like this.

My concern is that decisions of this nature could encourage customers to misuse the A-to-Z Guarantee system, knowing they may receive a refund while keeping the product.

I am not asking for special treatment. I am simply asking for a fair and transparent review based on the evidence already submitted.

Could one of the Amazon moderators kindly investigate Order ID 202-0991145-1903513, confirm whether my appeal evidence was actually reviewed, and escalate the case to the appropriate team for reconsideration?

I would also appreciate clarification as to why my appeal was rejected for allegedly failing to provide information when everything was submitted within 24 hours.

Thank you for your time and assistance. I look forward to your response.

Kind regards,

Popular Healthcare Services Ltd

Amazon Seller

0वोट

6व्यू

0जवाब

सबसे नई गतिविधि1 दिन पहले

Returning a non returnable item?

Seller_Fg2fqaWOnEtha द्वारा

2 दिन पहले

A customer purchased a fragrance spray, which is a non-returnable item, but has now decided they don't like the scent. They contacted Customer Service, who, unsurprisingly, told them that the seller must arrange a return.

The problem is that once Customer Service tells a customer something, it becomes virtually impossible for the seller to explain otherwise. Furthermore, if the customer has decided they don't like the scent, it's reasonable to assume they've already opened and used the product.

I've experienced a similar situation in the past, where my SAFE-T claim was rejected precisely because the item was classified as non-returnable. So, as a seller, I'm effectively in a no-win situation.

Financially, it would probably be cheaper for me to simply issue a refund and move on. However, it's the principle that bothers me. There is a reason why certain products are non-returnable, particularly sealed hygiene and personal care items. Customers shouldn't be entitled to open a product, break its seal and then expect a refund simply because they don't like the scent.

What makes this particularly frustrating is that Customer Service appears to be overriding the return policy, leaving the seller to deal with the consequences and absorb the loss.

Any suggestions?

2वोट

0वोट

56व्यू

13जवाब

सबसे नई गतिविधि2 घंटे पहले

A2Z Claims: No Buyer Contact, Valid POD — Still Granted

Seller_wSM4TsnLQtjVP द्वारा

2 दिन पहले

Amazon Regulations:

"If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us."

Step 1 – Buyer contacts the seller.

Order 306-9546884-5043541

Buyer never contacted us. A2Z stepped in and granted the claim.

Order 406-7531968-4868358

Tracking shows the parcel was delivered. We relayed this to the customer. A2Z raised a claim. We reached out to DPD, obtained the official POD and provided it to the A2Z Team.

Result – claim granted. Explanation: "In this case, the customer claimed an issue with delivery and the tracking information you provided was either insufficient or the order was not actually received by the customer." — the usual, and completely irrelevant, template.

Up until last year, A2Z was without doubt one of the worst-performing Amazon teams. They clearly didn't bother to make any real checks. Their mode of operation seemed to be: grant every claim using the same irrelevant template, then take a long break as if they'd done a lot of "work."

I saw an improvement this year — a couple of claims were actually reviewed.

However, the bad actors haven't been removed completely, and roughly 50% of claims are still being granted with no common sense.

0वोट

3व्यू

0जवाब

सबसे नई गतिविधि2 दिन पहले

Negative feedback

Seller_2AX14j8cxURWg द्वारा

1 दिन पहले

so this year i have had one positive and 3 negative feedback , yet obviously hundreds or orders , out of the 3 negatives 2 were for buying a used item and expecting it to be new even though listed as used no retail box acceptable condition , and the other he did not receive fast enough , was delivered before the earliest estedmated delivery date, returned for a full refund even though they stole parts, what can I do to remove the negative feedback and increase the positive feedback ,

Obviously no contact before feedback alert

Kind regards

0वोट

8व्यू

0जवाब

सबसे नई गतिविधि1 दिन पहले

Why does Amazon require valid tracking from sellers but allow untracked returns to result in A-to-Z claims?

Seller_j9nbblCHcVgo0 द्वारा

4 दिन पहले

I would like to raise a concern about what appears to be an inconsistency in Amazon's return and A-to-Z Guarantee policies.

As sellers, we are required to maintain a high Valid Tracking Rate, meet strict dispatch deadlines and comply with numerous performance metrics. Amazon monitors our shipments closely, and failures can negatively affect our account health.

However, customers can return products using untracked postal services, without providing any verifiable proof of delivery, and subsequently open an A-to-Z Guarantee claim because their refund has not been processed.

We recently experienced exactly this situation.

A customer ordered two identical items and confirmed receiving the correct products. They then opened two separate return requests for the same order, selecting different return reasons.

The customer claimed to have returned the products but provided no return tracking number or proof of delivery. Consequently, Amazon's system could not automatically confirm the return, and we could not verify that the parcel had been received or associate it with the correct return request.

The customer subsequently opened an A-to-Z claim, despite receiving the correct items.

We have since issued a full refund to resolve the situation.

My concern is not about refusing legitimate refunds. We are happy to refund customers when their returns are received and identifiable.

The issue is that sellers are expected to maintain strict tracking and delivery standards, while customers can use untracked return services and potentially initiate claims against sellers without verifiable evidence that the goods have been returned.

It is simply not practical for businesses processing significant numbers of orders and returns to manually investigate every return request where no tracking or delivery confirmation has been provided.

I would appreciate clarification from Amazon representatives on the following:

What evidence is required from a customer who claims to have returned an item using an untracked service?

How is a seller expected to verify that such a return has been delivered?

Can an A-to-Z claim negatively affect a seller's Order Defect Rate when the customer cannot provide evidence of return delivery?

Why does Amazon not require valid return tracking or another form of verifiable proof before allowing a claim based on an allegedly completed return?

I believe Amazon should apply a more balanced and transparent approach that protects both customers and sellers.

I would welcome an official response from an Amazon Community Manager, as I suspect many other FBM sellers have experienced similar situations.

0वोट

24व्यू

6जवाब

सबसे नई गतिविधि12 घंटे पहले

A-Z claim advice - Photo evidence but still lost due to signature required?

Seller_0vxqHy1XlkXZC द्वारा

3 दिन पहले

I am so annoyed, my delivery was made with tracking ID, photo of it going in letterbox and GPS scan at her address yet she has still won an A-Z for item not arrived! Amazon only give you the option to dispute it if you have a signature but this is just unaffordable on items under £5!

Is there any way for me to dispute this at all?

They have said not to worry as it doesn't affect my stats but honestly, I do not really mind about that I just want my money back :(

TIA :)

@Seller_ZyGdB49sb7An4 @Seller_dnxnrsZIeTNo3@Seller_hnDMgUKxMh1V4

0वोट

7व्यू

1जवाब

सबसे नई गतिविधि1 दिन पहले

Request to Remove Negative Feedback

Seller_1ljn9MAfxhBza द्वारा

7 दिन पहले

Dear Amazon Seller Support Team,

We are writing once again to formally appeal for the removal of negative feedback on the following two orders: 026-6760950-1033928 and 204-1294207-7281139. Our reasons are set out below.

Order #026-6760950-1033928

The buyer stated that if we are unable to ship, we should not be advertising the product. This does not reflect the actual situation. We shipped the item on September 28th; however, during transit, the carrier lost the package. As soon as we discovered this, we proactively processed a full refund for the customer and notified them of the situation by email.

We fully understand the customer's disappointment at not receiving their order, and we did everything we could to compensate them. However, this negative feedback was not caused by any fault on our part, yet it is now affecting our account health. We take account health extremely seriously, and we kindly request that Amazon remove this negative feedback.

We have consulted Seller Support, and their response was as follows: If the entire review pertains to the late or non-delivery of an order that you shipped on time using "Buy Shipping", you may be able to have such feedback removed.For the full details of their reply, please refer to Case ID: 13350311432.

Order #204-1294207-7281139

The buyer's entire comment reads: "it happens." We submit that this feedback does not contain any transaction-specific, the item's condition, the product description, or the order delivery service-related information, which falls squarely within Amazon's criteria for removing or striking through feedback.

Conclusion

For the reasons set out above, we respectfully request the removal of the negative feedback for orders 026-6760950-1033928 and 204-1294207-7281139. These reviews are now impacting our account health, which we value above all else. We sincerely hope Amazon can assist us in removing them.

Thank you for your time and consideration!

Best regards

@Seller_XUNeUuvrQDpgP@Seller_hnDMgUKxMh1V4@Seller_j9Bd91CW3ZVpr@Seller_z3k8APxGfbQEK@Seller_TSXM2A5nxWSuH@Seller_mIRnuhdx7l5sN@Seller_06JS7friV1yzw@Seller_DNQGSsdC7DccM@Seller_CnfW62x6yxvJw@Seller_Huz6FT08OxHAR@Seller_FJwyF3iu5qxUY@Seller_Udi0JNbTrsmUV@Seller_5zI0wsS66MHFL

1वोट

0वोट

20व्यू

3जवाब

सबसे नई गतिविधि2 दिन पहले