A-Z refunds, with proof of delivery
I have a question about why Amazon uses our money to refund customers.
Order 701-9072200-0296238, for an expensive toaster. Shipped on time, delivered on time, with a picture of the item clearly in front of the customer's door, with the address in the picture.
The customer claims that they never received it. Opens an A-Z and gets an IMMEDIATE refund, without sending us a warning.
Of course, we appeal the decision. Once this has been done, Amazon says that we provided enough information to prove that this was indeed delivered, so they will not count this towards our ODR, but they still refunded the customer with our money.
How does this make sense? If I proved I delivered it correctly and on time, and Amazon says so themselves, why am I paying out of pocket to refund this customer?
The customer now has a free toaster. Simply because they abused the A-Z system. This is supposed to be here to protect both sellers and customers.
The most infuriating part is being told that after investigation we did everything correctly, but that doesn't matter, we are still taking your money.
This is not the first time I was able to prove the delivery with either a signature or a picture, and Amazon 99% of the time agrees that it was delivered but takes my money anyway.
A-Z refunds, with proof of delivery
I have a question about why Amazon uses our money to refund customers.
Order 701-9072200-0296238, for an expensive toaster. Shipped on time, delivered on time, with a picture of the item clearly in front of the customer's door, with the address in the picture.
The customer claims that they never received it. Opens an A-Z and gets an IMMEDIATE refund, without sending us a warning.
Of course, we appeal the decision. Once this has been done, Amazon says that we provided enough information to prove that this was indeed delivered, so they will not count this towards our ODR, but they still refunded the customer with our money.
How does this make sense? If I proved I delivered it correctly and on time, and Amazon says so themselves, why am I paying out of pocket to refund this customer?
The customer now has a free toaster. Simply because they abused the A-Z system. This is supposed to be here to protect both sellers and customers.
The most infuriating part is being told that after investigation we did everything correctly, but that doesn't matter, we are still taking your money.
This is not the first time I was able to prove the delivery with either a signature or a picture, and Amazon 99% of the time agrees that it was delivered but takes my money anyway.
0 replies
Christine_Amazon
Hello @Seller_tsSwrJCNEEJjv
This is Christine from Amazon Forums.
I am sorry you are going through this experience.
I escalated your situation with the team in charge in order for them to review your case.
As soon as I have an update, I will contact you through this case.
Hope you have a great weekend!
Christine :)
Seller_meU7GFUTuIOUq
Hello,
I am experiencing the exact same situation you described. Despite providing all the necessary information, they tell me something like "your ODR will not be affected because you provided sufficient proof of delivery," as if this should make me feel better. If I have proof of delivery, it implies they are labeling us as liars. Amazon seems to devalue its sellers in the eyes of their customers. Amazon has grown so large thanks to the services provided by its sellers, yet it does not show them the same respect. The ODR system should protect both parties, not just automatically side with the customer.
Customer: "I didn't receive my product!"
Amazon: "Don't worry, I'll take it from the seller and refund you immediately!"
Christine_Amazon
Hello @Seller_tsSwrJCNEEJjv
This is Christine from Amazon Forums.
I have received the resolution from the team in charge.
The team in charge decide not to reverse the previous decision based on the fact they do not have the signature of buyer for the delivery.
If you have that evidence, you can contact us so we can present that in order to see if we can help you with this.
Christine.
Seller_SGXenWOOp9WjQ
Without a signature, chances are you will not win...
Seller_gsFbfZ01fX7Ik
The abuse of the A-Z system is unreal. I've been a seller for many years.
The product I sell comes in an pressurized aerosol can that you connect a hose which pierces the can. Customer uses the product or installs it incorrectly and then claims I sold them a defective product.
My product has a special dye in it, and if a can is legitimately damaged during shipping, they dye is all over the outside of the can around the area that was punctured and all over the inside of the shipping carton. 99.5% of the time, the picture shows a clean can that has been tapped by the installation hose. They put in an A-Z claim and Amazon awards them a refund.
My other favourite "scam" is the ones where they email saying they bought the wrong kind of refrigerant and want to return it. Sure no problem, I authorize the return BUT they have to pay to ship it back to me (it wasn't a shipping error, I sent them what they ordered). When they see they have to pay to return it, they file an A-Z claim saying the product wasn't received. I copy and paste the email from the customer confirming they received the goods and they are still awarded the A-Z claim and get their money back and don't have to send my product back.
This is theft. Plain and simple. Zero seller support and its only getting worse.
Seller_45tNjXouYyWYh
Same thing happened to me just last month. There was tracking to prove customer received the item, and furthermore, her messages to me complaining that the item is faulty, doesn't work, etc. Don't those messages prove that customer did receive item? I even advised her how to initiate a return, but she went straight to A-Z (for obvious reasons: keep the item but get refund). So many years of selling on Amazon, suddenly my ODR is affected because of one fake claim! It is a joke the way Amazon encourages scammers to steal from sellers.
Seller_NdjFKalywUXIM
Yes, Amazon is not protecting sellers. I experienced the same thing: my product was delivered, but the customer claimed they didn't receive it and got a refund, keeping the product. The A-to-Z guarantee is currently being used for malicious purposes. Amazon urgently needs to address this issue as sellers are suffering losses and are unhappy. Immediate action is needed.
