A-Z Claim Appeal Help - Item was delivered with Proof but Amazon refunded the funds
Hi,
We sold an item a few weeks ago and the buyer said that the item wasn't delivered. But it was delivered with GPS tracking. The buyer opened an A-Z and got a full refund.
This item shipped with Amazon shipping, Evri. I bought the shipping from Amazon. This item was delivered to the buyer's address and tracking clearly shows it. Also, the GPS location shows the proof of delivery within the Amazon time frame.
Amazon says: Enter your appeal details in the text box and include any new information that might help us learn more about the situation.
What do I need to write to win this A-Z as Amazon needs new information? (all the tracking and GPS proof were provided in the Buyer and seller message)
We did everything according to Amazon's policies but It is very frustrating as a seller with Amazon.
A-Z Claim Appeal Help - Item was delivered with Proof but Amazon refunded the funds
Hi,
We sold an item a few weeks ago and the buyer said that the item wasn't delivered. But it was delivered with GPS tracking. The buyer opened an A-Z and got a full refund.
This item shipped with Amazon shipping, Evri. I bought the shipping from Amazon. This item was delivered to the buyer's address and tracking clearly shows it. Also, the GPS location shows the proof of delivery within the Amazon time frame.
Amazon says: Enter your appeal details in the text box and include any new information that might help us learn more about the situation.
What do I need to write to win this A-Z as Amazon needs new information? (all the tracking and GPS proof were provided in the Buyer and seller message)
We did everything according to Amazon's policies but It is very frustrating as a seller with Amazon.
18 replies
Seller_ZJhFeE3tNKzfh
Basically, you are unlikely to win 100%.
Amazon policy is vague on a-z but the expectation is you will need a signature to even consider winning an a-z claim.
However as you used Buy Shipping your ODR shouldn’t be impacted (though you would still be liable for the refund). That being said you will likely need to fight to get that won.
Seller_mkOu4ZMeZqvS8
You should write a message to the customer stating that the item appears to have been delivered and that he should ask his neighbors etc. and include proof of delivery.
Then, write an appeal to Amazon, stating the date the product was delivered and other details about the delivery, and add "You can see the delivery proof in the messages with the customer" at the end.
It will be solved this way.
Seller_TufyJDtetbrlU
Everything needs to be sent with a signature to even have a chance of winning an a-z claim, even then the claims are still getting granted with signature. It really is a lose lose situation atm on amazon with claims :( you need to factor this into your profits and even increase prices to cover this. It is very unfair i agree
Seller_vqtMJkDt54LAd
You wont win the A-Z claim. I have just been through something similar and it is a nightmare.
1 - I purchased the postage through Amazon Buy Shipping Services
2 - I used Royal Mail 24 Tracked Service.
3 - The item was shipped same day and delivered one day earlier than promised.
4 - The full tracking details are shown on the Royal Mail Website including GPS and an image of the item on the doorstep.
5 - The buyer insisted that the package was not delivered and said the door colour was wrong.
6 - I then asked him to confirm his delivery address and he told me he is number 187.
7 - I told him he has actually put 185 on the order which is the wrong number.
8 - I then suggested that he simply go next door and collect the package.
9 - He instead immediately raised an A-Z claim (not mentioning he specified the wrong address) and has never called me or answered my Amazon messages.
10 - He was Granted the A-Z full refund of £90.
11 - I appealed with all of the above but I lost the appeal.
12 - Today he has re-ordered the same item this time to be sent to Number 187 !
Presumably doesn't get on with his neighbour so I have to pay...
Seller_DfMOm9tgJKAex
the trouble with evri, is they will leave an item outside.. it can be taken.. the gps means nothing without a signature, as you are responsible until the customer receives it.. so if it left out and taken, or just not found then the customer has not received the item
