Amazon now holding us responsible for ineligible AZ claim due to increase in claims?
- Fulfilled & delivered order on-time using Amazon Buy Shipping.
- Customer's 2 returns are auto-authorized with prepaid Amazon labels supplied. Reason chosen being "Missing parts" (which was false but nothing new).
- AZ claim filed but no email notice. Claim immediately granted automatically with Amazon notifying us we are being debited and it's counting against our ODR.
- Check the return tracking IDs and neither return label has been used. Nothing returned.
- Appealed claim outcome, explaining that the customer's returns were authorized but they did not return item.
- Amazon upheld their decision, but with a fun new reason!
Now this item is not worth much so we're not going to spend more time trying to get the correct outcome. But I am a little alarmed that they decided they've covered enough claims and are essentially punishing us. It's not our fault customers have learned to be so entitled that they frequently manipulate the return details and circumvent the policy to either wrongly get free return shipping or get a full refund while keeping products, or what have you. The reason they're having to cover claims is because they allow so many to be filed that do not meet the claim eligibility criteria. Customers use and abuse this option as alternative so they can get exactly what they want - "Returnless refunds"! AKA free merchandise! We even have customers specifically threaten to do an AZ claim if we don't do what they demand, I'm not being dramatic! Most of our claims are "Package didn't arrive" and yes Amazon is obligated to cover them because we use Amazon Buy Shipping and meet the other requirements for AZ claim protections. You can follow all of the "best practices" for preventing an A to Z claim but it doesn't actually prevent them -- Why is that on us?
Amazon now holding us responsible for ineligible AZ claim due to increase in claims?
- Fulfilled & delivered order on-time using Amazon Buy Shipping.
- Customer's 2 returns are auto-authorized with prepaid Amazon labels supplied. Reason chosen being "Missing parts" (which was false but nothing new).
- AZ claim filed but no email notice. Claim immediately granted automatically with Amazon notifying us we are being debited and it's counting against our ODR.
- Check the return tracking IDs and neither return label has been used. Nothing returned.
- Appealed claim outcome, explaining that the customer's returns were authorized but they did not return item.
- Amazon upheld their decision, but with a fun new reason!
Now this item is not worth much so we're not going to spend more time trying to get the correct outcome. But I am a little alarmed that they decided they've covered enough claims and are essentially punishing us. It's not our fault customers have learned to be so entitled that they frequently manipulate the return details and circumvent the policy to either wrongly get free return shipping or get a full refund while keeping products, or what have you. The reason they're having to cover claims is because they allow so many to be filed that do not meet the claim eligibility criteria. Customers use and abuse this option as alternative so they can get exactly what they want - "Returnless refunds"! AKA free merchandise! We even have customers specifically threaten to do an AZ claim if we don't do what they demand, I'm not being dramatic! Most of our claims are "Package didn't arrive" and yes Amazon is obligated to cover them because we use Amazon Buy Shipping and meet the other requirements for AZ claim protections. You can follow all of the "best practices" for preventing an A to Z claim but it doesn't actually prevent them -- Why is that on us?
0 replies
Seller_WAZNnMBpd99sI
yup.
We received the same type of letter a least twice over the past decade.....
This is like the sheriff walking into a bank and saying....
you know, we've kept the robbers (amazon scam customers) out of the bank for 2 years.
However, as they keep trying to come in, we have decided to let them in and will delight them by safe-guarding their escape route.
Please contact the nearest gang or cartel to request a refund of all monies taken from this point forward.
Tatiana_Amazon
Hi @Seller_0UZv0aGR9PRhU,
Thanks for posting about this A-to-Z claims example on the forums. I am taking a closer look at the order listed in the screenshot and will see if I can get some more clarify about this denial reason.
I cannot guarantee a change in resolution, but I am hoping to get a bit more context and clarity for you.
Tatiana
Tatiana_Amazon
Hello again, @Seller_0UZv0aGR9PRhU. I have great news! The claims team has reviewed your appeal again and will be issuing a credit to your account. Your ODR will also be updated to remove any impact this particular claim has had on it -- you should see that update within 48 hours.
Let me know if you have any other questions.
Tatiana
