A to Z Claims - Sending this seller around the bend
I am posting here in the hope of a resolution and to see if anyone else is experiencing the same, repetitive issues with A to Z Claims.
I posted a long, long time ago; regarding A to Z claims being opened and granted outside our business hours and therefore we don't have a chance to provide evidence (not that it helps in most cases) before it is granted. Someone from Amazon responded to that post stating A to Z claims cannot be opened without the buyer contacting us first. I said it was nonsense at the time and that is more so true today. Now, I don't even receive notification of a claim being opened, I get emails telling me they have granted an A to Z claim without asking me for any kind of response or evidence at all.
Most recently, "We have granted an A to Z claim for order [redacted] and have deducted €522 from your account." Hold on a minute Amazon - This customer hasn't contacted me to tell me they haven't received their order, I haven't been given the chance to resolve this matter for them AND the tracking information states it has been successfully delivered, signature, photo, the whole works. Amazon's response to my appeal? - "You have not provided the name of the courier so we can't confirm the tracking". So... the little box on the order page where it states the courier is a figment of my imagination?
I open a case, they uphold their decision, I reply and restate the facts and supply the evidence again, they uphold their decision.
I send an email to the escalation team, no response.
This is just one example. This is happening at least once a week.
Oh, and - fresh scam alert - A customer placed two separate orders, for two of the same item, just in different colours - 1 black and 1 white - they have successfully claimed against one order for receiving a white one instead of a black one and are trying to tell me on the other order that they received a black one instead of a white one and they want me to pay for them to return it. Amazon don't seem to understand what I am trying to tell them and I get nonsensical, automated responses. Again, I sent an email to the escalation team - nothing.
What on earth is going on at Amazon?? Are they purposefully trying to push sellers away to other, more supportive, platforms? I am wasting so much time chasing matters that shouldn't even be an issues when the evidence is laid out in front of them. It is unbelievably frustrating.
A to Z Claims - Sending this seller around the bend
I am posting here in the hope of a resolution and to see if anyone else is experiencing the same, repetitive issues with A to Z Claims.
I posted a long, long time ago; regarding A to Z claims being opened and granted outside our business hours and therefore we don't have a chance to provide evidence (not that it helps in most cases) before it is granted. Someone from Amazon responded to that post stating A to Z claims cannot be opened without the buyer contacting us first. I said it was nonsense at the time and that is more so true today. Now, I don't even receive notification of a claim being opened, I get emails telling me they have granted an A to Z claim without asking me for any kind of response or evidence at all.
Most recently, "We have granted an A to Z claim for order [redacted] and have deducted €522 from your account." Hold on a minute Amazon - This customer hasn't contacted me to tell me they haven't received their order, I haven't been given the chance to resolve this matter for them AND the tracking information states it has been successfully delivered, signature, photo, the whole works. Amazon's response to my appeal? - "You have not provided the name of the courier so we can't confirm the tracking". So... the little box on the order page where it states the courier is a figment of my imagination?
I open a case, they uphold their decision, I reply and restate the facts and supply the evidence again, they uphold their decision.
I send an email to the escalation team, no response.
This is just one example. This is happening at least once a week.
Oh, and - fresh scam alert - A customer placed two separate orders, for two of the same item, just in different colours - 1 black and 1 white - they have successfully claimed against one order for receiving a white one instead of a black one and are trying to tell me on the other order that they received a black one instead of a white one and they want me to pay for them to return it. Amazon don't seem to understand what I am trying to tell them and I get nonsensical, automated responses. Again, I sent an email to the escalation team - nothing.
What on earth is going on at Amazon?? Are they purposefully trying to push sellers away to other, more supportive, platforms? I am wasting so much time chasing matters that shouldn't even be an issues when the evidence is laid out in front of them. It is unbelievably frustrating.
