A to Z Defect removal
Hi,
I received my first ever A to Z claim today. Interestingly, I only knew of it when I recieved an email telling me it had been granted. Is this normal?
Anyway, the issue is that the item wasn't delivered. I received a message from the customer saying as much, I replied to it with evidence of delivery and asking them to check safe places/with neighbours etc., but instead of messaging back and giving me the opportunity to refund manually, they opened an A to Z claim giving me an order defect.
My question is can I get this defect removed? If so how? Can I do it through an A-to Z appeal or do I have to open a case somewhere?
Many thanks for your help,
Andrew
A to Z Defect removal
Hi,
I received my first ever A to Z claim today. Interestingly, I only knew of it when I recieved an email telling me it had been granted. Is this normal?
Anyway, the issue is that the item wasn't delivered. I received a message from the customer saying as much, I replied to it with evidence of delivery and asking them to check safe places/with neighbours etc., but instead of messaging back and giving me the opportunity to refund manually, they opened an A to Z claim giving me an order defect.
My question is can I get this defect removed? If so how? Can I do it through an A-to Z appeal or do I have to open a case somewhere?
Many thanks for your help,
Andrew
12 replies
Seller_ZJhFeE3tNKzfh
unlikely to get it removed. Unfortunately even though you likely could have resolved the issue amicably, it’s also possible the customer knows the system (contact seller even though the order was delivered, then open an a-z claim.)
You can appeal but that is the best you can really hope for. If you really want to pursue can send a letter before action to Amazon.
Seller_ae51e0CJoHqCX
It is normal and since Amazon like to write to customers telling them when something hasn't been scanned even though it likely has been received.
A little bit confused as you have stated in your post you have evidence of delivery? If you have evidence it was delivered then you should be protected.
If you have sent CRL and there simply is no receipt of delivery then a customer has to contact you in the first instance and if you cannot prove delivery then you have to swallow a refund or risk the A-Z..
If a customer messages non receipt you have 24 hours to respond and then about another 24 hours thereafter to decide whether you are going to refund. If you choose to refund then no A-Z can be given. If you choose not to refund and have no supporting tracking to show receipt, an A-Z will automatically be awarded to the buyer.
Seller_UZsgyillXwZ7o
Thanks for all the replies everyone!
I decided to appeal and in case anyone is interested, they decided to reverse the fault decision but uphold the funding decision. So, no defect but the refund stands. This is about the best I could have hoped for I think.
Seller_g8RcqJ6aSUvM8
Dear Amazon,
We are writing to formally appeal the A-to-Z claim filed by customer [Customer Name] for order #[Order Number]. We believe this claim is unfounded and should be removed from our account.
We have carefully reviewed the details of the claim and the provided order information. Our records indicate that the item was successfully delivered on [Date] at [Time]. We have attached the following evidence to support our claim:
[Proof of Delivery, e.g., tracking information, delivery scan, signed delivery confirmation]
[Communication with the customer, including emails, messages]
As you can see from the attached evidence, the order was delivered as expected. We attempted to resolve the issue with the customer by suggesting they check safe places or with neighbors. Unfortunately, the customer did not respond to our email but instead opened an A-to-Z claim.
We believe that the customer has misplaced the item or is attempting to defraud us. We have maintained an excellent performance record and have always prioritized customer satisfaction. We respectfully request that you review the evidence provided and reverse the A-to-Z claim.
Thank you for your time and attention to this matter. We look forward to your prompt response.
Sincerely,
Seller_KoWHfm8kasz9x
That would presume delivery?
