Amazon Seller Support again not protecting sellers ODR with BuyShipping AtoZ's
We use RM24 / RM48 and when an item isnt scanned delivered we normally end up with an A to Z.. As per amazon policy our ODR Should be protected.. 99% of time when we appeal we dont get anywhere.. How can seller support not understand amazon's own policy on using Buy Shipping.
Just had one... Customer says item not recieved. Offered a refund or replacement via amazon messages template, customer replied saying refund.. this was 10:35 yesterday. 10:37 AtoZ granted. I replied saying i would refund withing 3 minutes of the message, before i could i had a AtoZ.
The system and sub par seller support is horrendous.
Amazon Seller Support again not protecting sellers ODR with BuyShipping AtoZ's
We use RM24 / RM48 and when an item isnt scanned delivered we normally end up with an A to Z.. As per amazon policy our ODR Should be protected.. 99% of time when we appeal we dont get anywhere.. How can seller support not understand amazon's own policy on using Buy Shipping.
Just had one... Customer says item not recieved. Offered a refund or replacement via amazon messages template, customer replied saying refund.. this was 10:35 yesterday. 10:37 AtoZ granted. I replied saying i would refund withing 3 minutes of the message, before i could i had a AtoZ.
The system and sub par seller support is horrendous.
11 replies
Seller_ZJhFeE3tNKzfh
Don't think anyone can argue with that.
How its possible after SO long for the system to not be updated so if Buy Shipping has been used it doesn't hit your ODR should an A-Z come through is beyond me.
Seller_sg54Fq7GfBZzn
If you contact the mods on here they are pretty awesome at sorting this, they have done five for us, definitely find them and flag it
Seller_tIxmXsqZeXpx5
Hi. Based on previouis forum posts, I have a template i use to ensure ODR does not get impacted although 50% of the time i sometimes still have to pay the refund, even with scanned proof of delivery on CRL48.
I haven't had my ODR impacted on in the last year. You have to quote the Amazon policy etc. Hope this helps
Link to policy: https://sellercentral.amazon.co.uk/help/hub/reference/G27951
Amazon A-to-Z Guarantee policy states the following:
Note: In circumstances where the item has been delivered but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience. You are able to request an appeal of this decision if you have documentation to demonstrate that the item was received by the customer.
I am appealing this refund that was given and the impact on my ODR . In this instance Tracking reference 3905820130000 (last 4 digits removed) was purchased through Amazon Buy Shipping. Ship by date was Tuesday 2nd April and it was shipped Tuesday 2nd April as shown on the order and delivered Thursday 4th April as shown on the order. Please also see the following link that proves this from Royal Mail Track and Trace website ( i then cut and paste the Royal Mail track and trace link with the same reference number)
Track and Trace Website confirms this was delivered on Thurdsay 4th at 9.50am.
Seller_SiaWrl2VXxnEh
I had a similar thing happen to me last week. posted out order using Royal Mail 24 tracked, customer put in a claim saying its not been received and amazon refunded immediately I appealed agains this as Royal Mail website shows delivery date photos of panel been handed to customer map of delivery and even GPS co ordinates for delivery. my appeal got rejected ! now im £65.00 out o pocket . come on if someone from amazon is reading this then get a grip and play fair !!
Seller_cjMmmodK3cAUd
Amazon is forcing sellers to use it's own FBA service by implementing every year new policies which makes impossible for sellers to comply with unless they are using FBA.
Amazon and royal mail both are working together in this at back door.
Seller_zkETYNYu5AkMT
Either you contact your local MP to raise issues regarding amazon or contact any News Reporter and explain it to them.
I doubt any of them will even listen as this country is being put on sale for both parties and news media.
Good Luck.
