Amazon should stop let Customer Service Agent open A-to-Z claim.
Hi Mods,
We had an A-to-Z opened before we received the returned item.
After we saw the A-to-Z claim opened, we messaged the buyer. Buyer said she did not open the A-Z claim, he/she only contacted Amazon about question related to refund. So the A-Z claim was opened by the Amazon customer service agent who the buyer contacted with.
This is against Amazon A-Z policy; the customer service agent should know that the package is not returned to the seller at that time by check the return tracking number.
On 6/7/2024, buyer messaged us said she followed our instruction to contact the Amazon customer service agent but she was told Amazon customer service agent cannot close the A-Z claim for her, this is also not true.
Now the A-to-Z claim has been granted and againt our ODR.
Amazon A-to-Z team denied our appeal without checking the message history.
The order number is 111-7448768-5818614.
Hope Mods here can help us.
Thank you
Amazon should stop let Customer Service Agent open A-to-Z claim.
Hi Mods,
We had an A-to-Z opened before we received the returned item.
After we saw the A-to-Z claim opened, we messaged the buyer. Buyer said she did not open the A-Z claim, he/she only contacted Amazon about question related to refund. So the A-Z claim was opened by the Amazon customer service agent who the buyer contacted with.
This is against Amazon A-Z policy; the customer service agent should know that the package is not returned to the seller at that time by check the return tracking number.
On 6/7/2024, buyer messaged us said she followed our instruction to contact the Amazon customer service agent but she was told Amazon customer service agent cannot close the A-Z claim for her, this is also not true.
Now the A-to-Z claim has been granted and againt our ODR.
Amazon A-to-Z team denied our appeal without checking the message history.
The order number is 111-7448768-5818614.
Hope Mods here can help us.
Thank you
0 replies
SEAmod
@Seller_adTxaa79QM905
The ability for buyers to utilize the claim process is an integral part of the store policies. It is unfortunate that your situation happened, and Customer Service associates do not have access to buyer/seller messaging.
I hope you understand. Susan
