A-Z Claims with Buy Shipping
So I've always been able to have A-Z Claims that affect my ODR removed because I use Amazon Buy Shipping. That's the stated policy:
"If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)
But just this week I've had three items lost by Royal Mail, which have been raised as A-Z claims, and I cannot get the ODR strikes removed. It seems like there's either been a change of policy or the A-Z team don't know their own policies.
All these orders were shipped on time (I mean you can see this on the order pages!) and I used Buy Shipping.
204-1965146-7538711
205-5157751-5805918
205-5799309-0903532
Each time the A-Z team said I didn't send a tracking number. How ridiculous! When you use Buy Shipping, the tracking number is automatically generated. Why don't these people know how their own system works??
@Maja_Amazon - as a moderator can you look into this for me? Seller support are just saying the same thing over and over.
A-Z Claims with Buy Shipping
So I've always been able to have A-Z Claims that affect my ODR removed because I use Amazon Buy Shipping. That's the stated policy:
"If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)
But just this week I've had three items lost by Royal Mail, which have been raised as A-Z claims, and I cannot get the ODR strikes removed. It seems like there's either been a change of policy or the A-Z team don't know their own policies.
All these orders were shipped on time (I mean you can see this on the order pages!) and I used Buy Shipping.
204-1965146-7538711
205-5157751-5805918
205-5799309-0903532
Each time the A-Z team said I didn't send a tracking number. How ridiculous! When you use Buy Shipping, the tracking number is automatically generated. Why don't these people know how their own system works??
@Maja_Amazon - as a moderator can you look into this for me? Seller support are just saying the same thing over and over.
40 replies
Seller_19xPhE8YgkmxW
Hi Critter
You can look at the Shipped Orders and if you Edit Consignment it'll give you the Tracked Number which you can quote to the A-Z team (and look up on the R. M. Tracking for proof/evidence)
Hope that helps
Brian
Seller_ZQyopdiwkUHOZ
There hasn't been a change, it's always been inconsistently applied and appealing has always been a nightmare.
You need to escalate to managingdirector@amazon.co.uk
If that still fails, your option would be to take legal action against Amazon.
Seller_0UsCN5pKkU6bJ
Yep just has the same thing and was about to write a post.... so frustrating and just wrong! Have appealed the A-Z but don't expect it to work. The appeal I sent ->
This should not have affected my ODR rate as I used amazon's buy shipping
As per you own help pages and policy
https://sellercentral.amazon.co.uk/help/hub/reference/G200202220
I quote from this page
"A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims."
Please can you remove the defect against my account.
@Maja_Amazonplease can you get a definitive answer about what the policy is
@Winston_Amazoncan you look at this please and you were helpful last time?
Seller_C1jrMFSlNUNyc
OK, so I complained to the MD email for order 205-5799309-0903532.
I got back the usual reply about how it would be handled by the relevant team.
Turns out it was simply forwarded to the A-Z team who repeated their original decision.
This isn't escalation! Terrible seller support. And it's getting worse.
Maja_Amazon
Hello @Seller_C1jrMFSlNUNyc!
Thanks for reaching out and sharing the order IDs.
I am going to check the details of your cases and ask for another round of review if applicable.
I will keep you informed.
Maja
Seller_WjrU4WgXDBVrh
I am experiencing an increase in A to Z claims when using Buy Shipping and the items are confirmed delivered. I have appealed all of these and yet the decisions have not been reversed. Please can you look into this for me.
These are the ones where the decision has not been reversed
203-5623066-5777136
204-8208125-0419562
These are where they are under review
202-4957368-1041116
204-4954701-0490731
204-0377935-6825165
205-0887970-3850764
Seller_FWYQYOLo08GSA
Same :
My account is now over 1% due to non policy A-Z claims -
NONE OF THE BUYERS OF THESE CASES CONTACTED ME FIRST . / ALL WERE AMAZON BOUGHT SHIPPING ORDERS .
PLEASE CLOSE THE ODR ON THESE CLAIMS: CUSTOMER HAS NOT CONTACTED ME FIRST - AS PER AMAZON POLICY :
Order ID: 026-7652208-2539500
Order ID: 204-6016882-6471529
Order ID: 204-9916227-9480352
Order ID: 204-1607338-9786743
Order ID: 202-0321381-3141169
Order ID: 205-5747212-7898746
Order ID: 026-5113010-2512338
Order ID: 203-2457808-8426765
Order ID: 206-9763898-0606733
Order ID: 203-0123655-2245143
Order ID: 203-4293859-2500311
Order ID: 205-0562342-5408309
Order ID: 026-4940671-3348339
Order ID: 206-2075507-7572366
Order ID: 202-6436542-3979564
Order ID: 203-8268031-1389136
Order ID: 204-9198758-1117149
Order ID: 204-5951242-1417905
IMPORTANT over 1% due to non policy A-Z claims -
