A-Z Claim - any success at reversal?!
Has anyone else successfully managed to get Amazon to actually review an A-Z Claim and have it reversed? Any tips on how to get someone to properly review it?
I think it’s beyond unreasonable for a customer to be able to open an A-Z Claim for non-receipt without having contacted us first. It’s ludicrous. It’s giving us ZERO opportunity to refund or replace for the customer and ensures our ODR is affected.
This customer provided the wrong address so their parcel came back to us RTS. His mistake. We re-shipped his parcel (free of charge) to him and this time - annoyingly - the courier left it in a stupid place so he did not receive it. Obviously I have refunded him and will claim on the courier given it was a signed for service, but how is this fair that we get our ODR affected? He didn’t tell us he didn’t receive it second time, he simply opened the A-Z.
A-Z Claim - any success at reversal?!
Has anyone else successfully managed to get Amazon to actually review an A-Z Claim and have it reversed? Any tips on how to get someone to properly review it?
I think it’s beyond unreasonable for a customer to be able to open an A-Z Claim for non-receipt without having contacted us first. It’s ludicrous. It’s giving us ZERO opportunity to refund or replace for the customer and ensures our ODR is affected.
This customer provided the wrong address so their parcel came back to us RTS. His mistake. We re-shipped his parcel (free of charge) to him and this time - annoyingly - the courier left it in a stupid place so he did not receive it. Obviously I have refunded him and will claim on the courier given it was a signed for service, but how is this fair that we get our ODR affected? He didn’t tell us he didn’t receive it second time, he simply opened the A-Z.
63 replies
Seller_FxlD6ypUczrN2
@Maja_Amazon - someone recommended I tag you. I’ve DM’d you too.
Seller_SITNVuZK87zGK
They didn’t contact you at all prior to opening the a - z?
In this instance you should have refunded when the order initially came back, even if the customer had actually received the parcel, they could have opened an a - z claiming it wasn’t delivered to the original address as per the order.
Seller_UumaqeaBVwCE4
Whatever You did as a saler Amazon a-z will support customers and back payments to them
Seller_B4VbHpnDLDLAU
Unfortunately as others have said Amazon is Judge, Jury and executioner.
we have tried forever with A-Z claims some we win but 95% we loose.
We have factored in the cost of all returns, Shipping lables, A-Z, and false claims etc as the % of these hovers around the same each month.
However its the amazon customers that pay the price as we have to up our prices massively on amazon to counter it, so it the genuine amazon buyer who gets the raw deal. but they have a choice to keep purchasing on amazon, or to shop around and get a better deal which is likely.
And for some reason they keep coming back to amazon
Seller_oCRW8O6a1vkLT
No chance of reversing an A-Z Claim. Amazon is clearly on the buyers side and do not give a toss about the seller. They simply want you to refund even if the item is returned back Broken/damaged and at times when it shows as delivered on tracking.
Seller_EbCyFM33aUdzk
Does not seem to me that Amazon do not actually look at the info provided in the ‘Appeal’ process
We recently had a case where the Amazon customer messaged that the order had not arrived, we messaged back with all the details from Royal Mail showing the item had been delivered etc then a week or so later the customer messaged to say that ‘The product did not live up to expectations’ followed by an A-Z Claim for NON DELIVERY!
As, would seem to be usual, the Appeal was not upheld as ‘You have not provided any Proof of Delivery’
And Yes we did use Amazon Buy Shipping
Seller_lnQKaZJGTX769
HI no mate impossible, the moderator was not much help at all. There was no comments on my claim. i asked them to recheck it. she came back with nothing. a waste of time, i had the proof of posting signed. amazon again do not really give a poo about their sellers. its customer customer all the time.
Seller_JzNe6P4RkcKyh
Amazon Rarely allow sellers to win from what i can see.
I had one last week that had the Parcel was delivered into his letterbox (Courier said this on their website) and he claimed ‘not received’ and they gave him his money back within 12 hours…i hadnt even received an email about it until after the fact…
and im told by their ‘‘customer ‘lack of’ service’’ that nothing can be done to give me my money back…
Binning Amazon after almost 10 years as im not impressed with their service…
that’s both as a buyer or seller…
Seller_yE7wQLht2Ut2g
No never. Even when customers contacted Amazon to say they had made a mistake and that they had meant to open an a-z on another order not mine. Had one opened last week no contact full refund and a hit on my ODR when I checked the tracking I saw the customer had refused delivery the day before so I sis not mind the refund but why was I punished when the customer refused delivery.
Seller_8babyIMk8JR6W
Hi, a few days ago we had an A-Z claim opened against us for an INR. The reason was the initial address given by the buyer does not accept deliveries directly as it’s not an official pick up point. The buyer notified us and asked us to send a new item to a new address, which we did that same day. Without any further contact the buyer opened the claim which was promptly accepted by Amazon, so now the buyer has a full refund and a new item on the way to them which we cannot stop. Furthermore our ODR was effected.
We explained this fully in our appeal with copied messages from the buyer to prove they asked us to send a new item. The appeal came back with the usual ‘We have decided to uphold our decision’
It does feel hopeless at times and we are being penalised for doing to right thing and acted exactly as required by Amazon.
