Support About Unfair A-to-z Warranty Claim Complaint-2
Dear Amazon officials,
On 24 April, for the order numbered "203-5128619-4033966", a complaint was received by our customer that the product was damaged and defective. We took immediate action and would like to state that the product was delivered on 5 April before the delivery date. Two days after the order was delivered, our customer told us "I was really looking forward to receiving and using this product. I was disappointed to find that it was not plugged in. I would have expected it to at least come with an adaptor". We also sent them the following message about our store: "Products with power plugs are designed for use in the USA. Outlets and voltages vary internationally and this product may require an adapter or converter to be used in your location. Please check compatibility before purchasing. "However, in order not to inconvenience our customer, we have offered to send him an outlet converter or, if he wishes to return it, we can send him a free shipping label. Our customer did not accept our offers and only asked if the production of this product was with British sockets, we informed him that since it was produced in America, the sockets were designed to be used there, and then we did not receive a return from them and then they requested a return, we sent them a free shipping label both from the return section and via message, but our customer complained to us despite these and demanded a guarantee from A to Z. We took immediate action and after the product was delivered to the warehouses, we contacted our customer and provided a full refund and the complaint was closed. However, even though the complaint was closed, it affected our ODR (Order Defect Rate) score in our account health and we were prevented from purchasing the products in our inventory in our account. Please note that we would be very grateful for your support in this matter and our score will not be affected by this complaint after further investigation. Please do not hesitate to contact us if additional information is needed. Thank you very much in advance for your time in dealing with this complaint. Best regards, Felicity Whisperer.
Support About Unfair A-to-z Warranty Claim Complaint-2
Dear Amazon officials,
On 24 April, for the order numbered "203-5128619-4033966", a complaint was received by our customer that the product was damaged and defective. We took immediate action and would like to state that the product was delivered on 5 April before the delivery date. Two days after the order was delivered, our customer told us "I was really looking forward to receiving and using this product. I was disappointed to find that it was not plugged in. I would have expected it to at least come with an adaptor". We also sent them the following message about our store: "Products with power plugs are designed for use in the USA. Outlets and voltages vary internationally and this product may require an adapter or converter to be used in your location. Please check compatibility before purchasing. "However, in order not to inconvenience our customer, we have offered to send him an outlet converter or, if he wishes to return it, we can send him a free shipping label. Our customer did not accept our offers and only asked if the production of this product was with British sockets, we informed him that since it was produced in America, the sockets were designed to be used there, and then we did not receive a return from them and then they requested a return, we sent them a free shipping label both from the return section and via message, but our customer complained to us despite these and demanded a guarantee from A to Z. We took immediate action and after the product was delivered to the warehouses, we contacted our customer and provided a full refund and the complaint was closed. However, even though the complaint was closed, it affected our ODR (Order Defect Rate) score in our account health and we were prevented from purchasing the products in our inventory in our account. Please note that we would be very grateful for your support in this matter and our score will not be affected by this complaint after further investigation. Please do not hesitate to contact us if additional information is needed. Thank you very much in advance for your time in dealing with this complaint. Best regards, Felicity Whisperer.
12 replies
Seller_ZJhFeE3tNKzfh
Aside from the A-Z issue - do your products actually meet the Electrical Goods Requirements: Plugs and Sockets policy? Its hard to tell from your description, though it sounds like you were possibly placing onto the UK market a product with a US plug.
Seller_DH0JycFd28SLT
I need your help in this matter. @Sarah_Amzn@Spencer_Amazon @Winston_Amazon@Simon_Amazon
Simon_Amazon
Hello @Seller_DH0JycFd28SLT,
Here Simon from Amazon, happy to try and help.
I will try to follow up with the team, but unfortunately, I believe that if the wrong product was sent, the impact on the ODR won't be reversed.
Is it specified on the product detail page that the power plugs are designed for use in USA?
Best,
Simon
Seller_DH0JycFd28SLT
Hello @Simon_Amazon,
Yes, if you carefully read the product detail, it is written that the plugs are designed to be used in the USA and that country, but we also put the socket converter next to the product so that our customers can use it. Please we would like this complaint to be removed from the ODR. Thank you for spending time on this complaint. Sincerely, Felicity Whisperer
Simon_Amazon
Hello @Seller_DH0JycFd28SLT,
Would you mind sharing a screenshot of the product detail page where it states that the plugs are designed for use in the USA?
Did you include this information when appealing the A to Z claim?
Best,
Simon
Seller_DH0JycFd28SLT
No, because we are only asked for our defence in writing in the respond to amazon section in the A to z warranty claim section, but we have a screenshot and we forward it to you.
Simon_Amazon
Hello @Seller_DH0JycFd28SLT,
Thanks for sharing the screenshot!
Unfortunately I'm not able to see the Legal Disclaimer on the product detail page.
These are the prohibited types of plugs (Electrical Goods Requirements: Plugs and Sockets):
Does your item fall into one of the above categories?
If so, unfortunately there's not much we can do.
Best,
Simon
Seller_ZJhFeE3tNKzfh
If that info is on your Amazon.co.uk listing, then that is almost definitely a prohibited product and you are lucky its just an A-Z claim that has gone against you.
