A-to-z Guarantee Claim
Hello, I recently appealed a claim that a customer made that she didn't receive her item, Amazon refunded her and I appealed the decision, as Amazon said that they reviewed the case and decided that I had not 'provided sufficient evidence to prove delivery.' I told the claims team that I had provided a photograph of the item being delivered and I asked what sufficient evidence would be, I received a reply that just stated they would be sticking to their original decision as I 'have not provided sufficient evidence to prove delivery.' I really would like to know what this 'sufficient evidence' would be!
A-to-z Guarantee Claim
Hello, I recently appealed a claim that a customer made that she didn't receive her item, Amazon refunded her and I appealed the decision, as Amazon said that they reviewed the case and decided that I had not 'provided sufficient evidence to prove delivery.' I told the claims team that I had provided a photograph of the item being delivered and I asked what sufficient evidence would be, I received a reply that just stated they would be sticking to their original decision as I 'have not provided sufficient evidence to prove delivery.' I really would like to know what this 'sufficient evidence' would be!
7 replies
Seller_ZJhFeE3tNKzfh
The help pages on A-Z are (deliberately) vague. But the important bit is below...
"If it is unclear if an item has been delivered (for example, if we cannot establish via other tracking information that the item was delivered to the exact customer address), a customer’s Claim is more likely to be granted, which is why signature delivery is helpful. We always suggest you use carriers that can provide POD upon request. If it is unclear whether an item has been received by the customer (for example, if there is no signature confirmation or where the customer informs Amazon that the item has not been received), a customer’s Claim is more likely to be granted to maintain a great customer experience."
So even with a signature, if the customer says the item has not been received - amazon will essentially believe the customer.
We find it a complete lottery. We lose most appeals, though occassionaly, we'll win an appeal, despite the fact the evidence supplied is the same as all the other appeals we have lost.
One assumes that you only win if amazon identifies a patter of claims relating to a particular customer.
Simon_Amazon
Hello @Seller_hjVfrlOZdDeCf,
Here Simon from Amazon, happy to try and help.
Would you mind sharing the Order ID?
I'll see what I can do.
Best,
Simon
