A-to-z Guarantee
Do customers have to open a conversation with the seller before going to the A-to-z Guarantee route? The reason I ask is every time I have ever had an issue with an order they have requested I contact the seller and wait upto 48 hours for a reply before escalating it if needed. However today I had a customer just open an A-to-z Guarantee claim without even so much as a word to me regarding the order not arriving? this seems a little unfair - am I really expected to check every order has been delivered and pre-empt any claims against me?
As usual the claim was granted and counted against my Order Defect Rate. Just odd I am not being given the opportunity to refund before going to a-z claim
A-to-z Guarantee
Do customers have to open a conversation with the seller before going to the A-to-z Guarantee route? The reason I ask is every time I have ever had an issue with an order they have requested I contact the seller and wait upto 48 hours for a reply before escalating it if needed. However today I had a customer just open an A-to-z Guarantee claim without even so much as a word to me regarding the order not arriving? this seems a little unfair - am I really expected to check every order has been delivered and pre-empt any claims against me?
As usual the claim was granted and counted against my Order Defect Rate. Just odd I am not being given the opportunity to refund before going to a-z claim
10 replies
Seller_ZJhFeE3tNKzfh
In theory - yes, they are supposed to contact you. However...
- Contact also includes messages relating to previous orders the customer may have placed with you
- I'm unsure if it includes the opening of a Return Request
- In some cases - customer support will open an A-Z anyway
Seller_ZVAz3d5lZuGid
Yes, they should, and the policy states that, BUT there have been lots of posts recently where the seller has never had any contact and the claims have just been granted.
Seller_vHfXSj1Bm1S92
I have a similar issue where a buyer opened a claim and was automatically granted even though delivered and no contact from buyer
Seller_mpZ39T37pzz7s
We have recently found that Amazon no longer follow their own policies in regard to A-toZ claims. It seems that contact with the seller is no longer required and using Buy Shipping does not protect order defect rate. Trying to reason with the A-to-Z team is like banging your head againsta brick wall (nothing new then!)
Seller_vZd7MQUrncZzg
Check if they have ordered from you in the past, most probably they have.
Then check for all those past orders in the Buyer-Seller Messages. Most probably they messaged you in the past.
There is a bug in A-Z Claims wherein it cannot differentiate between messages for 2 different orders from the same buyer.
So if a buyer has messaged you in the past sometime for something else, they will be allowed to open a Claim for something else today without contacting you it.
