A to Z Claims - Crazy Decisions
I have posted one item abroad within the time frame with valid tracking numbers. As you are aware, due to post-Brexit-related cross-border checks, there is a massive delay on the EU borders.
This package is at EU Customs and is waiting for clearance. But the customer opened an A2Z claim, and Amazon granted the claim to the customer despite the fact that the parcel is in the destination country and waiting for customs clearance. This matter is out of the seller’s control.
What should I do now that the customer has received a refund and plans to claim the parcel?
4 replies
Seller_pKdF0dnvoraDu
Hello @TheWhiteWater,
Virgil here to assist.
Based on your post I understand you need help on an A-Z Guarantee claim that was granted to the customer, in an uncontrollable situation.
The Amazon A-to-z Guarantee ensures that customers have a consistent experience when making purchases across the Amazon store. The A-to-z Guarantee is provided for orders directly fulfilled by our sellers and covers both the timely delivery and the condition of items once received. If a customer is not fully satisfied with an order, it is in everyone’s best interest if you are able to resolve the issue directly with the customer.
Amazon will automatically grant the Claim and debit the Claim amount from your account in the following circumstances:
- It is a delivery related issue, the order did not have a trackable shipping method, and you failed to provide a valid order tracking ID in the Manage Orders page when the customer’s order was placed.
- The customer contacted you via Buyer-Seller Messages for a delivery-related issue and you did not respond within 48 hours.
- The customer contacted you via Return Request for product-related issue and you did not authorize the return request within 48 hours.
- You did not ship the order by the expected ship date.
- You did not deliver the order by the estimated delivery date.
If Amazon grants a claim in favour of a customer (automatically or post investigation), you have 30 calendar days to appeal and request a further investigation. If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your Order Defect Rate cannot be reversed.
In your situation, we recommend you to appeal the A-Z claim via How to appeal an A-to-z Guarantee Claim
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best Regards,
Virgil
Seller_SITNVuZK87zGK
The problem is, amazon offer a ‘deliver by’ date - not an estimated delivery date. We’ve not heard of anyone win an A - Z claim if the order hasn’t arrived by the last delivered by date.
You need to build in delays to the handling and shipping time if you are seeing delays in orders (if its only an occasional issue - you’d just need to build these instances into your pricing)
However, if the customer has got a refund, but then gets the parcel - you would probably have to first attempt to email managingdirector@, then you’d be looking at a letter before action to amazon.
