AZ CLAIMS
We have received over 280 AZ fraudulent claims in the last 5 months. this is because the orders are not marked delivered and when customer receive good they then 1 week later claim AZ refunds, we issue full tracking to amazon with customers signature and even customers in images and still all denied - we fed up of this now and after 86 cases raised with amazon over 5 months NOTHING - NO HELP AND ALL APPEALS DENIED !!!!!
AZ CLAIMS
We have received over 280 AZ fraudulent claims in the last 5 months. this is because the orders are not marked delivered and when customer receive good they then 1 week later claim AZ refunds, we issue full tracking to amazon with customers signature and even customers in images and still all denied - we fed up of this now and after 86 cases raised with amazon over 5 months NOTHING - NO HELP AND ALL APPEALS DENIED !!!!!
20 replies
Seller_d8YGbIjNqwFxn
An Amazon Mod was looking into something similar see
https://sellercentral.amazon.co.uk/seller-forums/discussions/t/d729d344-5250-42b6-a90f-0de6b0ba66a3
However if you are using a tracked method then the order should be marked as delivered. This is something you should focus on to understand why the orders are not being marked as delivered. If your orders were being marked as delivered it would cut down your A-Z's drastically.
Which courier are you using and how are you updating your orders as shipped?
Seller_hR3Ip6co3B4T7
We use our own 3rd party couriers which are not integrated with amazon, however the full tracking is there with images and signature from customers, and most of them have customer on images too
Seller_mS10UjVYuuGor
That would be your issue, Amazon doesn't look outside its connected carriers where its AI can see tracking without a human physically copying and pasting a tracking number into a 3rd party carriers website. Without confirmed delivery integrated into their system Amazon will keep sending the emails that prompt A to Z claims.
To change the situation with Amazon you would have to change your carrier for Amazon deliveries.
Seller_d8YGbIjNqwFxn
This really isn't going to work with Amazon. There are too many fraudulent buyers out there who will claim non delivery if it doesn't show as delivered and Amazon will back them up.
Have you thought about an integrated Amazon carrier or is that just not possible with the size of the products you are sending out?
Ideally it requires a mindset change by Amazon so that they back you up with the claims if you can offer proof of delivery. Unfortunately if the carrier is not integrated they mostly don't take the proof of delivery, it has been this way for a long time and I can't see them changing.
Seller_pfmAG3Qx211yJ
How do you mark these as despatched on Amazon when you despatch them? Are you using the self delivery method or another option from the drop downs?
Seller_hR3Ip6co3B4T7
self delivery. As we use a 3rd party courier which employees are drivers
Seller_hR3Ip6co3B4T7
the items are large and bulky. It's beds we sell
Seller_RAXEWLxQ2dbmN
That seems like one hell of a lot of fraudulent claims (unless you have relatively huge turnover). What percentage of your sales result in AZs, do you think?
Seller_DTrNv5POp8UZl
I use Parcel 2 go and they intergrate the tracking number once dispatched so you need to work out which 3rd party courier can intergrate V money you are losing -your tracking number must go into AMZ dispatch before any claims are made - after the event is too late
Seller_QFivb25YBNqBc
You must be the luckiest seller to still sell with those very high A-Z claims. I will assume that negative feedback is equally high considering the number of claims.
You need to help yourself better than expecting Amazon to do that for you. These claims couldn't be all fraudulent.
- You must use a courier that provides full tracking.
- You must add the tracking when you dispatch your order, not later date.
- Consider sending a message to the buyer who files a claim.
Angie_Amazon
Hello @Seller_hR3Ip6co3B4T7,
I'm Angie, part of the UK forum community. It's a pleasure to greet you.
Thank you for bringing this up. I'll make sure to pass this to the relevant team.
Best regards,
Angie 🥭
