Incorrect use of A-z
Been having an issue with a buyer to whom I recently sold a used Wii U console to. He first bizarrely claimed it was missing a ‘remote control’, I explained that a Wii U does not come with, or use, a remote control. I figured he just meant the game controller which was supplied. Then he complained there was no HDMI lead, which i had forgotten to send, but have promptly sent him since.
That was a few days ago. today he has filed an A-z claim under the heading ‘Package did not arrive’ with the comment ‘Missing item or parts of order and request return and refund’. He was refunded in full as I hadn’t put in the tracking number, but that’s really beside the point as correspondence between us - and his statement about missing parts and wanting to return - clearly show that this should have been a returns request and not an A-z.
Is that enough to appeal on this basis?
Incorrect use of A-z
Been having an issue with a buyer to whom I recently sold a used Wii U console to. He first bizarrely claimed it was missing a ‘remote control’, I explained that a Wii U does not come with, or use, a remote control. I figured he just meant the game controller which was supplied. Then he complained there was no HDMI lead, which i had forgotten to send, but have promptly sent him since.
That was a few days ago. today he has filed an A-z claim under the heading ‘Package did not arrive’ with the comment ‘Missing item or parts of order and request return and refund’. He was refunded in full as I hadn’t put in the tracking number, but that’s really beside the point as correspondence between us - and his statement about missing parts and wanting to return - clearly show that this should have been a returns request and not an A-z.
Is that enough to appeal on this basis?
Seller_vPTlUYc5NALmW
This is soon approaching 4 weeks that the A-z status has been ‘under review’ since appealing. Anyone had an A-z review take this long? Should I ask for an update or just keep waiting?
26 replies
Seller_YSVJTvJFHSin4
You can try, but apart from his statement you have no proof of delivery that Amazon will accept, so I don’t think you’ll get much luck with Amazon.
If not, ask him to return the items he received. If he does not, send a LBA (letter before action) and threaten with a police investigation as his retaining the item would be theft. There are a lot of threads on this forum about using an LBA, usually in threads about A-Zs just like yours.
Seller_hC0hNVDuILaKO
Obviously yes you should appeal and include your correspondence as part of the appeal, but the best you can hope for from an appeal is that Amazon fund the claim instead of you, since the buyer has now been refunded.
If you lose the appeal though then don’t forget that if you want to you can pursue this outside of Amazon [with no detriment to your account] by sending a Letter Before Action to the buyer [with a prepaid return label] outlining the situation and demanding payment for, or return of, your goods by xxxx date.
Explain that failure to comply will mean you taking this to the Small claims court, which would mean the buyer incurring court costs, your admn fees of, say £150?, plus the item cost, and a CCJ.
He will most likely pay up or return rather than risk court, but if not then the claim is easy and cheap to open online.
Seller_vPTlUYc5NALmW
It’s now been since April 19 since I lodged an appeal over this scam A-z and it’s still showing as being under review. Is it normal for an A-z claim to be under review this long and sould I write to Amazon for an update or just leave it?
The buyer, after keeping my item and the full refund, quite shamelessly today writes out of the blue:
Sorry for the late reply I will be keeping the Wii u Console and I would like to get £15 because of the late and technical difficulties
You just can’t credit some of the scumbags out there!!
Seller_vPTlUYc5NALmW
Really frustrating and in a quandry now - don’t want to respond and antagonize him as he hasn’t ‘yet’ left me negative feedback. If I ignore him and don’t respond at all though, he’s just as likely to leave a negative as he would if I do respond and tell him to bog off!
Seller_vPTlUYc5NALmW
This is soon approaching 4 weeks that the A-z status has been ‘under review’ since appealing. Anyone had an A-z review take this long? Should I ask for an update or just keep waiting?
Seller_EJIX7rqDNQJi2
I had an A-Z claim which was “Under a review” for more than 6 months.
Amazon is now handling A-Z claims differently. So I would advise you to simply wait for them to make a decision or request additional information.
Seller_vPTlUYc5NALmW
Kika, this A-z claim - which should have been an obvious one to win - has now been pending since April, some 6+ months! Should I remind them this is still pending or just keep waiting?
Seller_hC0hNVDuILaKO
TBH there is no way that this claim is being looked at without some prompting on your part, not after all this time.
Seller_EJIX7rqDNQJi2
I have some A-Z claims which are “Under review” since last year.
As long as no refund was issued, then leave it like it is.
Seller_qHzcAWcsPVCfg
Sound advice - I suspect the money is ‘on hold’ but unless the account is being closed this is of little consequence.
Seller_vPTlUYc5NALmW
They were actually refunded at the time of initial claim so the money has long been taken. This is just a (long) pending review of my subsequent appeal. Does that make it different from yours?
Seller_EJIX7rqDNQJi2
If you already lost the funds, then yes, since the claims will remain in this status forever, unless you take some kind of action.
You could open a case with the Seller Support after selecting the “A-Z claims” contact option.
Seller_xUKHc5xSYJmI4
Hi
This is what it says on the Business Solutions Agreement about A-Z Claims
S-3.2 A-to-z Guarantee. If we inform you that we have received a claim under the “A-to-z Guarantee” offered on a particular Amazon Site or any other dispute (other than a chargeback), concerning one of Your Transactions, you will deliver to us within seven (7) days after request by us: (a) proof of delivery or fulfilment of Your Product(s) (as applicable); (b) the applicable Amazon order identification number; © a description of Your Product(s) (as applicable); and (d) any terms provided by you and displayed on the applicable Amazon Site at the time of the transaction in question. If you fail to comply with the prior sentence, or if the claim or dispute is not caused by: (y) credit card fraud for which Amazon Payments Europe s.c.a. is responsible under Section S-1.4 of the APE User Agreement; or (z) our failure to make your Order Information available as the same was received by us or resulting from address verification, then you will promptly reimburse Amazon Payments Europe s.c.a. the amount of the customer purchase (including the Purchase Price, all associated shipping and handling charges and all taxes, but excluding any associated Referral Fees (as defined in Section S-5) retained and not subject to refund by Amazon) and all associated credit card association, bank or other payment processing, re-presentment and/or penalty fees associated with the original purchase and any chargeback or refund, in each case to the extent paid or payable by us or our affiliates.
