A-Z denied when I have Proof
Starting to get really annoyed because of the issues I am being caused simply by Amazon not doing their job. I purchase my postage directly with Amazon. I used 1st Class Large Letter. What a lot of people including Amazon seem to think is that 1st Class is not a tracked service. However it is partially tracked via a delivery confirmation. I bought the postage, sent to the customer. He asked me some questions about the product by message, I was a little late in replying. It was then delivered to him and then on the same day he claimed an A-Z. I asked him why and he made the admission he had the product, but was angry because I took too long to reply to him and it arrived a day late. The A to Z went through and I lost the proceeds of the sale. I challenged it and provided the tracking that proves it was delivered (gps coordinates which match the customers address). Amazon still denied it.
Its totally unnaceptable really. If things actually just worked and didnt fail at every opportunity Amazon would take the delivery confirmation code that is on the label and autopopulate this into the tracking when you buy the postage. Then they would see that this was delivered and have no reason to issue the A-Z. But no, they have made a big mistake and now it is my problem to work to get it solved. Im not happy, this account is pretty new and now my store is at risk for literally no reason and the bots or brain dead employees at Amazon cant even read some tracking information. Its terrible.
What is my next step? Mediation, Sending a letter before action to the buyer, or trying to appeal the A-Z for the third time. Not happy at all and considering just walking off Amazon or at least closing FBM. I do much more sales on my own site with a fraction of the hassle I get from the few orders I get on this platform.
A-Z denied when I have Proof
Starting to get really annoyed because of the issues I am being caused simply by Amazon not doing their job. I purchase my postage directly with Amazon. I used 1st Class Large Letter. What a lot of people including Amazon seem to think is that 1st Class is not a tracked service. However it is partially tracked via a delivery confirmation. I bought the postage, sent to the customer. He asked me some questions about the product by message, I was a little late in replying. It was then delivered to him and then on the same day he claimed an A-Z. I asked him why and he made the admission he had the product, but was angry because I took too long to reply to him and it arrived a day late. The A to Z went through and I lost the proceeds of the sale. I challenged it and provided the tracking that proves it was delivered (gps coordinates which match the customers address). Amazon still denied it.
Its totally unnaceptable really. If things actually just worked and didnt fail at every opportunity Amazon would take the delivery confirmation code that is on the label and autopopulate this into the tracking when you buy the postage. Then they would see that this was delivered and have no reason to issue the A-Z. But no, they have made a big mistake and now it is my problem to work to get it solved. Im not happy, this account is pretty new and now my store is at risk for literally no reason and the bots or brain dead employees at Amazon cant even read some tracking information. Its terrible.
What is my next step? Mediation, Sending a letter before action to the buyer, or trying to appeal the A-Z for the third time. Not happy at all and considering just walking off Amazon or at least closing FBM. I do much more sales on my own site with a fraction of the hassle I get from the few orders I get on this platform.
15 replies
Seller_ZJhFeE3tNKzfh
Frankly the fact the customer admitted to committing theft, you have all the evidence you need. But sadly, the A-Z process being what it is, you need a signature at least to have a chance of winning.
I would email managingdirector@amazon.co.uk pointing out again the proof of delivery AND the evidence of the buyer stating they had the item but was claiming a refund out of spite.
If that doesn't work - letter before action TO AMAZON - not the buyer. Amazon are the ones that have decided to refund the buyer - you provide the evidence you have - they should refund you.
And to top it all, I'd report the buyers message as well via the Amazon Messaging as they aren't just trying, but have deceived and defrauded you.
Seller_76AUwmqvSyRIM
Probably an easy decision, IMHO.
Seller_mS10UjVYuuGor
What reason did they give for the A to Z? Was it late/no delivery or not as described?
Seller_H04Prg9Nc0Td4
A TO Z CLAIM TEAM IS BOT , NOT EXIST TEAM , ALL DECISIONS ARE AUTOMATICALLY MADE TO THE BUYER, THERE IS NO POSSIBILITY TO BE RIGHT THROUGH THIS CLAIM, WE STILL CANNOT FIND THE RIGHT CHANNEL, AND NECESSARY COMPLAINTS CANNOT BE MADE TO THE RIGHT PLACES, THERE IS NO SELLER PROTECTION,
Seller_y2ajPrLNbq1Xw
I have had a very similar experience, a customer reached out and said they needed the delivery ASAP. As a gesture of goodwill, we expedited the delivery to 2 day delivery purchased via Amazon. The customer claimed a few days later that the parcel never arrived and raised an A-Z claim, claiming they got the parcel delivered to a hotel and the parcel was not delivered. The delivery address for the parcel is a residential flat in an apartment block.... I provided all the evidence to Amazon but straight reject
Seller_sN9fDVgYcdH27
Send a 7 day letter before action to Amazon UK HQ.
If they do not reply, issue County Court papers for the principle sum refunded in the case + costs + interest.
Seller_1HV0l3GiDoY1A
A-Z's are a free for all on buyers causing fraud.
We are seeing this on a daily basis. Perfect POD images, and yet the buyer always wins.
An A-Z today. Customer didn't like there biscuits and wanted to return them. No was the answer, just because you don't like the taste then we can't accept a return.
Customer opened an A-Z and got a full refund.
Seller_LEraDYZE3W6hS
I agree this is a huge fustration, so many Customer class it as being delivered if it says so on their Amazon account not if it's dropped through their letter box. I also sell on Ebay using Royal Mail large letter and Ebay aways add update as delivered on their platform Whay cant Amazon have the same joined up approach. It's clear the technology is available.
Seller_XxhC9e2MdIqIy
First class large letter does not have partial tracking with delivery confirmation, you need the business service RM24 or RM48 which is the paritially tracked service, which is only available to business customers as we have a RM account. You are contacted to a minimum of 1000 per year for the service and have to have Royal Mail collection to get it.
Seller_DfMOm9tgJKAex
one big issue is that you've assumed its partially tracked.. its not.. it has delivery confirmation.. but it does not prove that its delivered to the correct address, even if it has gps location, it only proves its in the general area
even tracked 48 gets declined without signature, and even tracked 48 with signature can get rejected if its not the signature of the person that ordered
the only hope you have with these services is that its enough to get the customer to to confirm that they have the item, then make an appeal pointing to the messages where the customer confirms receipt
