Anyone ever succeeded in appealing an A-to-Z claim?
Good morning,
We are fully a seller-fulfilled business on Amazon.
Have any sellers ever succeeding in appealing or overturning an A-to-Z claim. Amazon grants the customer every single claim we have ever had. We use Royal Mail’s Click & Drop system so we can easily provide screenshots proving we have shipped it including the exact weight of the parcel, we also provide FULLY tracked delivery confirmation and they still grant the claim to the customer. In a recent example, we sent the same order TWICE as a good will gesture and customer said they received neither despite providing delivery confirmation to Amazon.
Anyone got any tips on how to win these claims or at least get Amazon to fund the claims?
Thank you.
Anyone ever succeeded in appealing an A-to-Z claim?
Good morning,
We are fully a seller-fulfilled business on Amazon.
Have any sellers ever succeeding in appealing or overturning an A-to-Z claim. Amazon grants the customer every single claim we have ever had. We use Royal Mail’s Click & Drop system so we can easily provide screenshots proving we have shipped it including the exact weight of the parcel, we also provide FULLY tracked delivery confirmation and they still grant the claim to the customer. In a recent example, we sent the same order TWICE as a good will gesture and customer said they received neither despite providing delivery confirmation to Amazon.
Anyone got any tips on how to win these claims or at least get Amazon to fund the claims?
Thank you.
0 replies
Seller_pM5wtT47V6qLR
It’s an integrated system, it instantly uploads the tracking via an API.
I have had a similar one yesterday, but this one was not auto-granted, I had chance to reply to the case, Amazon emailed me for the signature which I uploaded this morning and they refused the claim straight away.
Why they have dealt with both cases differently I do not know
Seller_pM5wtT47V6qLR
It’s been ongoing for over a month as it is, they asked me yesterday for more info so they could be “satisfied the delivery was made to the buyers address” I did so with overwhelming proof (5 screenshots, signature, google map, gps co-ordinates) and they still refused it.
Why ask for that incontovertible info and still refuse? This was when they came up with I hadn’t replied to the claim 30th April even though my reply is visible in the case dated 30th April.
Something stinks.
Seller_pM5wtT47V6qLR
It seems if it is not automatically granted and you get a chance to reply to the A to Z you might have some luck.
If it is auto-granted then as far as I can see Amazon will not reverse as they have already refunded the buyer and would have to fund the refund to the seller out of their pocket.
Hence they will do everything in their power, even as far as being underhanded, deleting evidence and outright lying to avoid this.
Seller_2zqwFHMVp2Ozh
No absolutely not - the game is weighted against the Seller so beware of the customer scam that we tried to appeal.
Customer orders the wrong product not what she wanted - although very clear on our page
Customer claims she did not get product but when we “Tracked” and found she had the product so she had a new plan
She said it was wrong product
We offered to ship the product she thought she was ordering if she paid the “Label” price less what she had already paid.
No response bur a request from her for Return Authorization - we issued immediately. No product returned and she went into “Radio Silence”
Now the clever plan - she puts in an A-Z Guarantee Claim which is issued and our account charged
We appealed with the Amazon response we did not reply within 3 working - days We do respond to everything within 24 hours - hence a 5 star rating on customer satisfaction
So bottom line the customer just scored a £289 unit absolutely free of chrarge - Amazon response - up to you to contact her to get it back !!! Very clever - wonder if she is serial scammer ?
Seller_pM5wtT47V6qLR
Almost exactly what happened with me
Seller_99gIh9yH2RRGi
Nope. Just get a standard response to all appeals making it quite obvious the appeal and the case facts have not even been read by Amazon. Amazon always finds for the customer no matter the circumstances.
Seller_TqpmUbJN0isCI
Had my first A-Z claim last week, End user didn’t reply to a request to explain a fault. The customer didnt respond and then messaged amazon to say they had no contact even though I had clearly messaged them. I explained the situation and approved a return and next thing I know Amazon gave them the money back. So I appealed explaining the situation and Amazon just upheld it.
Quite shocked and disappointing to be honest at how unreasonable this can turn out against the seller.
Seller_qgjWdFH0U055f
Succeed in every case.
None of the fraud buyer had ever successfully scam me.
Seller_kHIYvQFgzwVAy
Sometimes I have succeeded in an A-Z especially if the customer first emails you stating they don’t like the product then open’s an A-Z stating they have not received the item, although usually amazon emails me stating, they have refunded the customer but I have not credited the refund.
You do get some daft A-Z claims, “Seller Unresponsive” “Item Never arrived”
My Response (brief description) “Customer has not contacted me once, and here’s the tracking that says it’s been delivered”
But one of my Worst customer, “Shame” “Shame” (ringing a bell?)
Customer states item is too small, seller offers a replacement, customer accepts.
Customer opens a return request, no longer needed.
Seller informs the customer they need to return BOTH t-shirts.
Back & forth emails go on, A-Z opens up
And Customer going on saying “Horrible service from seller”… really?
