Unfair A-to-Z Claim Impacting Buy Box and Sales Visibility - Need Advice”
Dear Amazon Seller Support Team and Fellow Sellers,
I am reaching out for advice and support regarding a recent A-to-Z claim (order 114-8521904-0688263.) that was granted against my account, which I believe to be unfair and unjustified. Despite providing all necessary evidence and clear communication, Amazon has consistently maintained their decision, and it has severely impacted my business.
⸻
What Happened:
1. Buyer Contacted Us (Before A-to-Z Claim):
• The buyer purchased the following item:
ASIN: B0DGCY7TGZ
Product: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)
• Buyer messaged us stating that they returned the product and were waiting for a refund.
• The message was sent on Saturday, March 17th, when our office was closed due to the weekend.
• I promptly replied to the buyer, informing them that the office was closed and that the refund would be processed on Monday once our manager returned.
2. Buyer Filed A-to-Z Claim After Return Window Closed:
• Despite being informed about the delay and the refund being processed on Monday, the buyer filed an A-to-Z claim on the same day (Saturday) when we were not operational.
• It is important to note that the return window had already closed when the buyer filed the claim.
3. Issue with the Returned Product:
• Upon receiving the returned item, we found that the product was damaged/defective (mention the defect clearly if possible).
• We immediately documented the issue and tried to address it through the correct channels.
4. Amazon’s Response:
• We submitted our appeal, explaining the entire situation and providing evidence of communication with the buyer.
• Despite this, Amazon repeatedly responded with “We stand by our position”, without acknowledging the facts or evidence presented.
• It feels as though the decision was made solely based on the buyer’s claim, without considering our side of the story.
⸻
Consequences:
• The A-to-Z claim negatively impacted our Order Defect Rate (ODR).
• We lost the Buy Box, which has drastically reduced our visibility and sales.
• All advertisements were automatically stopped, leading to further revenue loss.
• Despite multiple appeals and follow-ups, Amazon has not reconsidered the decision.
⸻
Why This Feels Unfair:
• The buyer did not wait for the promised refund time, which was communicated clearly.
• The product was returned after the return window closed and was damaged.
• Amazon made a one-sided decision without taking the seller’s evidence into account.
⸻
My Request:
• I kindly urge Amazon to reassess the A-to-Z decision, taking into account the evidence and facts presented.
• I also request guidance from fellow sellers who may have faced similar issues. Any advice on how to restore the Buy Box and resume ads would be greatly appreciated.
• I would appreciate it if Amazon’s support team could directly address the issues I’ve raised, rather than giving a standard response.
Thank you for your time and consideration. I hope to find some resolution or at least support from the seller community.
Sincerely,
Eclatique Rug
@Michelle_Amazon
@Joey_Amazon @Danny_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon @Tiff_Amazon @Charly_Amazon @Jameson_Amazon @Ricardo_Amazon @Atlas_Amazon @Dougal_Amazon @SEAmod @Nano_Amazon
Unfair A-to-Z Claim Impacting Buy Box and Sales Visibility - Need Advice”
Dear Amazon Seller Support Team and Fellow Sellers,
I am reaching out for advice and support regarding a recent A-to-Z claim (order 114-8521904-0688263.) that was granted against my account, which I believe to be unfair and unjustified. Despite providing all necessary evidence and clear communication, Amazon has consistently maintained their decision, and it has severely impacted my business.
⸻
What Happened:
1. Buyer Contacted Us (Before A-to-Z Claim):
• The buyer purchased the following item:
ASIN: B0DGCY7TGZ
Product: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)
• Buyer messaged us stating that they returned the product and were waiting for a refund.
• The message was sent on Saturday, March 17th, when our office was closed due to the weekend.
• I promptly replied to the buyer, informing them that the office was closed and that the refund would be processed on Monday once our manager returned.
2. Buyer Filed A-to-Z Claim After Return Window Closed:
• Despite being informed about the delay and the refund being processed on Monday, the buyer filed an A-to-Z claim on the same day (Saturday) when we were not operational.
• It is important to note that the return window had already closed when the buyer filed the claim.
3. Issue with the Returned Product:
• Upon receiving the returned item, we found that the product was damaged/defective (mention the defect clearly if possible).
• We immediately documented the issue and tried to address it through the correct channels.
4. Amazon’s Response:
• We submitted our appeal, explaining the entire situation and providing evidence of communication with the buyer.
• Despite this, Amazon repeatedly responded with “We stand by our position”, without acknowledging the facts or evidence presented.
• It feels as though the decision was made solely based on the buyer’s claim, without considering our side of the story.
⸻
Consequences:
• The A-to-Z claim negatively impacted our Order Defect Rate (ODR).
• We lost the Buy Box, which has drastically reduced our visibility and sales.
• All advertisements were automatically stopped, leading to further revenue loss.
• Despite multiple appeals and follow-ups, Amazon has not reconsidered the decision.
⸻
Why This Feels Unfair:
• The buyer did not wait for the promised refund time, which was communicated clearly.
• The product was returned after the return window closed and was damaged.
• Amazon made a one-sided decision without taking the seller’s evidence into account.
⸻
My Request:
• I kindly urge Amazon to reassess the A-to-Z decision, taking into account the evidence and facts presented.
• I also request guidance from fellow sellers who may have faced similar issues. Any advice on how to restore the Buy Box and resume ads would be greatly appreciated.
• I would appreciate it if Amazon’s support team could directly address the issues I’ve raised, rather than giving a standard response.
Thank you for your time and consideration. I hope to find some resolution or at least support from the seller community.
Sincerely,
Eclatique Rug
@Michelle_Amazon
@Joey_Amazon @Danny_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon @Tiff_Amazon @Charly_Amazon @Jameson_Amazon @Ricardo_Amazon @Atlas_Amazon @Dougal_Amazon @SEAmod @Nano_Amazon
1 reply
Danny_Amazon
Hello @Seller_zNxeYODxAqSJt- and thanks for taking the time to highlight this experience here in the seller forums.
I wanted to make sure you had some relevant resources within easy reach, as it may help navigate this and other such situations. Specifically, our help page on preventing A-to-z Claims calls out:
"Refund the customer within 2 business days of receiving the return.
If you choose to have the customer return the item before you process the refund, you must process the refund within 2 business days of receiving the return. Failure to do so may result in a granted claim and an immediate debit to your account."
Can you help advise when the return was received and when the refund was issued, if it was within that timeframe?
Thanks!
-Danny
