A-Z Claims - How can I chat with a non Bot?
I know A-Z claims have been on here time and time again, but is it me, or are things getting a lot worse?
I recently had a claim for £14.50 non delivery so I sent as below ::::::::
Hi
Can you please read and reply to this message.
I use Royal mail 24 first class CRL mail through Amazon shipping.
for all my sales £20 and below. As you know this should be scanned
once when posted through the customers door. But often this does
not happen and that is when it all falls down.
Some customers ONLY through Amazon see this as a way of cheating the
system, once they take delivery, they check on Royal mail tracking.
the number and if it does not show delivered, they try and get a refund.
Once they ask me for a refund the first thing I do is send as below:
'Can you please confirm your address so I can pass it on to Royal Mail to investigate the loss or theft of mail. Can you also open an A-to-Z case for your refund, so Amazon are made aware of a possible problem in your area.
Thank you.
Around 75% of the people never come back to me and I do not hear of
again, the few I do always get their money back using A to Z claim.
I never refund because how else can a pattern be shown of the thieves.
trying it on all the time unless it shows them always using A-to-Z?
If I just refunded, they would get away with it time and time again, these
are the new shoplifters and we need help here to stop them.
Now I know Royal Mail is not perfect but there is no way the amount.
that is not delivered actually happens, it is just people trying it on.
I know you have no way of knowing who is telling the truth, so even.
though I do not like it I can understand you taking the money from
my account to cover the refund.
BUT to count the claim against my Order Defect rate is wrong. I am sure that.
it is even against Amazons rules when the post was purchased through Amazon.
shipping. Note this is not my fault, check my details I run a good account.
but if this continues, I will be above the 1% Order Defect Rate with the possibility.
of losing my account.
Please tell me, what am I suppost to do for posting items under £20?
This took me time to put together, please make sure someone gives me an answer.
and for now, please do not count the order number against my Order defect rate.
Thank you
:::::::::::::::::::::::::::::::::::::
I genuinely wanted help, all I got back was
A standard message saying they can do no more, how can that help, I was after fairness
for me and Amazon the customer had already got away with it, I did not want my money
back just understanding that it was not my fault.
This is so wrong at present, I have some saying they did not receive tracked items
and when I prove that they have been delivered some even come back with a ‘well
you gotta try’
When will Amazon see this new shoplifter side of the customer
Carol
A-Z Claims - How can I chat with a non Bot?
I know A-Z claims have been on here time and time again, but is it me, or are things getting a lot worse?
I recently had a claim for £14.50 non delivery so I sent as below ::::::::
Hi
Can you please read and reply to this message.
I use Royal mail 24 first class CRL mail through Amazon shipping.
for all my sales £20 and below. As you know this should be scanned
once when posted through the customers door. But often this does
not happen and that is when it all falls down.
Some customers ONLY through Amazon see this as a way of cheating the
system, once they take delivery, they check on Royal mail tracking.
the number and if it does not show delivered, they try and get a refund.
Once they ask me for a refund the first thing I do is send as below:
'Can you please confirm your address so I can pass it on to Royal Mail to investigate the loss or theft of mail. Can you also open an A-to-Z case for your refund, so Amazon are made aware of a possible problem in your area.
Thank you.
Around 75% of the people never come back to me and I do not hear of
again, the few I do always get their money back using A to Z claim.
I never refund because how else can a pattern be shown of the thieves.
trying it on all the time unless it shows them always using A-to-Z?
If I just refunded, they would get away with it time and time again, these
are the new shoplifters and we need help here to stop them.
Now I know Royal Mail is not perfect but there is no way the amount.
that is not delivered actually happens, it is just people trying it on.
I know you have no way of knowing who is telling the truth, so even.
though I do not like it I can understand you taking the money from
my account to cover the refund.
BUT to count the claim against my Order Defect rate is wrong. I am sure that.
it is even against Amazons rules when the post was purchased through Amazon.
shipping. Note this is not my fault, check my details I run a good account.
but if this continues, I will be above the 1% Order Defect Rate with the possibility.
of losing my account.
Please tell me, what am I suppost to do for posting items under £20?
This took me time to put together, please make sure someone gives me an answer.
and for now, please do not count the order number against my Order defect rate.
Thank you
:::::::::::::::::::::::::::::::::::::
I genuinely wanted help, all I got back was
A standard message saying they can do no more, how can that help, I was after fairness
for me and Amazon the customer had already got away with it, I did not want my money
back just understanding that it was not my fault.
This is so wrong at present, I have some saying they did not receive tracked items
and when I prove that they have been delivered some even come back with a ‘well
you gotta try’
When will Amazon see this new shoplifter side of the customer
Carol
12 replies
Seller_DTufFoxJuMU0M
The odds are even if you have a signature, and a photo of the item being handed to the customer, with gps coordinates, and even a video of the customer opening the item with their driving license or other photo id in their hand, Amazon would still believe them if they say they didn’t get it.
Amazon are a customer centric company, they don’t care about us at all.
If you bought shipping through Amazon then it shouldn’t affect your ODR, but a quick read of the forums will see that Amazon can’t even follow this policy through.
Sadly you will not get the ODR removed, I doubt SS are even capable of it even if they wanted to.
Seller_eAVV3xHVWD7ns
But how do I actually speak to a person about this problem?
Seller_eAVV3xHVWD7ns
I do have the pro selling plan, does anyone know where I can
find information concerning Order Defect rate and protection
if using Amazon shipping
Thanks
Carol
Seller_19xPhE8YgkmxW
Hello Carol,
I think that @Maja_Amazon was looking into examples of A-Zs where sellers had used Amazon Shipping but had their ODR’s affected and was trying to reverse these and correct these problems so they wouldn’t occur again
I hope that they can help with your example
In answer to your question:
" 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."
BUT on another page it states:
" A-to-z Guarantee claim rate
The A-to-z Guarantee claim rate (represented as a percentage) is the number of orders with a relevant claim divided by the number of orders in a given 60-day time period. To manage and take action on claims, go to Manage A-to-z claims.
The following types of claims affect your ODR:
- Claims for which you or Amazon cancelled the order
The following types of claims do not affect your ODR:
- Claims that are denied to the buyer
- Claims that were withdrawn by the buyer"
So you will see that the latter page does not allow for sellers using Amazon Shipping, which may be at the root of the problem.
All Best
Brian
Seller_FGrlSKDjwty1z
Send an email to managing director - i did this morning and they said they did not recognise my email address - we have 3 email addresses for the company. So instead of doing anything they sent me a detailed response about how to change our email address in our account…
I sent the A-Z query again via the email address associated with our account and nothing this time. Not even an auto email registering the fact that they received the email.
Makes you want to cry really. But anyway thanks for selling on Amazon have a nice day!!! - Hardly:(
