A-Z is a complete farce
I am posting this more to vent than anything.
I must say that I rarely get any A-Z claims so consider myself fortunate in that regard, however, I’ve had two A-Z claims in the past week and on both occasions, the Royal Mail tracking has shown that the orders have been DELIVERED.
Normally when we are unfortunate enough to have an item not arrive, the customer will request a replacement rather than immediately request a refund so it always peeks my suspicion when a customer immediately asks for a refund instead.
The first order even has a photo showing the delivery, together with the GPS map, yet Amazon have refunded the customer out of our funds anyway.
The second order just has the GPS map but still shows as delivered.
Both A-Z claims have been granted and the appeals rejected with the usual ‘we stand by our decision’.
It is wholly unacceptable where there is evidence of delivery that Amazon employees completely ignore the ‘evidence’ and refund the customer anyway, which leaves me wondering, at what point does this become Amazon being complicit in fraud against sellers?
Ok, these orders are relatively low value (one at £11 and one at £23), but when Amazon are constantly screwing sellers over and don’t give a rats backside about their sellers, this is just another nail in the coffin.
Absolutely sick of Amazon treating its sellers like scum.
I have already tried reaching out to the managing director email about these two claims but not holding out any help whatsoever.
A-Z is a complete farce
I am posting this more to vent than anything.
I must say that I rarely get any A-Z claims so consider myself fortunate in that regard, however, I’ve had two A-Z claims in the past week and on both occasions, the Royal Mail tracking has shown that the orders have been DELIVERED.
Normally when we are unfortunate enough to have an item not arrive, the customer will request a replacement rather than immediately request a refund so it always peeks my suspicion when a customer immediately asks for a refund instead.
The first order even has a photo showing the delivery, together with the GPS map, yet Amazon have refunded the customer out of our funds anyway.
The second order just has the GPS map but still shows as delivered.
Both A-Z claims have been granted and the appeals rejected with the usual ‘we stand by our decision’.
It is wholly unacceptable where there is evidence of delivery that Amazon employees completely ignore the ‘evidence’ and refund the customer anyway, which leaves me wondering, at what point does this become Amazon being complicit in fraud against sellers?
Ok, these orders are relatively low value (one at £11 and one at £23), but when Amazon are constantly screwing sellers over and don’t give a rats backside about their sellers, this is just another nail in the coffin.
Absolutely sick of Amazon treating its sellers like scum.
I have already tried reaching out to the managing director email about these two claims but not holding out any help whatsoever.
22 replies
Seller_hwBMKoOiEcqqV
Yeah, I hear you. I'm having the same issues. Customer opens an A-to-Z case, EVRi tracking says delivered with photo and GPS at customers address and all Amazon say is,'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.'
But they still force me to refund the customer. I've had a few orders like this over the last few weeks. One customer refused to collect his parcel from the shop downstairs (he lives in a flat above) saying it wasn't delivered to me and just put a claim in. He got a full refund.
Its just theft and Amazon couldn't carless as its not their money.
Seller_2IJNb7bXkttsW
Adding to the vent!
I had a customer refunded before the due delivery date. He had no idea he was opening an A-Z claim, just wanted to know where his package was.
It was delivered the following day with photo of the package and the front door with house number visable but Amazon refused the appeal 'Not enough evidence!' - Tracking means nothing unless it's signed for.
But granting an A-Z claim before delivery date seems wrong to me.
Seller_Xk5TXnpzM06YC
Facing the same issue but with a greater impact as the items we are selling are bulky and large and we have an in house delivery team for this.
With the evidence of GPS and and Pictures yet amazon turns in favor of the customer and closed A-Z Claim with a complete refund to customer along with the item.
Poor Amazon Support Team!
Seller_FQd04NAaG9Ndk
Over the last 2 weeks I have had the same issue, involving 4 orders, with a total value of around £600. All had full tracking details, all address's correct, all signed for and all had 2 pictures each, 1 showing the customers house with house number and 1 showing the customer accepting the parcel. One of the customer's even admitting receiving the order and just wanted to return - then found out it would cost them £47 to return so instead filed a A to Z claim stating order not received. All were appealed and rejected!
Seller_Wp51IQZBKpF1i
Amazon needs to treat its sellers with respect and actually investigate claims rather than taking the easy option and just refunding the customer even though the seller has done everything right and delivery is shown. It's not good enough,, Amazon, to take selling commission and monthly fees and throw the seller under the bus every time.
Seller_OD408ZNiEUfUp
If you send a package and even if another person at the same address signs for it, Amazon A-Z will not accept that as proof of delivery. Yet when a customer returns an item and tracking in Amazon, clearly shows the item was never returned, Amazon again side with the customer, so double standards all the way.
However having said that, I have recently had 2 A-Z claims opened for items returned but not refunded and tracking showed the items not yet returned to us, and Amazon closed both cases with no refund, so not sure if something has changed recently on that score.
Seller_J2H5GprhaORbt
I have just had one , where Royal Mail tried to deliver , buyer was out .
Amazon refunded and counted against me , refunded the buyer . The buyer then goes to collect the order for free
Seller_abTsmQFPZV3Uc
Totally agree with your 'rant' - we pay for a fully tracked service, provide photo POD & GPS Co ordinates map and yet this is consistently ignored by A-Z.
Even when we waste time appealing, it is just routinely denied.
Can the moderators @Winston_Amazon@Julia_Amazon @Sakura_Amazon_ advise how to resolve this?
Seller_iwDZC5h1MCUbw
I posted this on another reply:
If this was a SFP or an FBA order Amazon would reimburse you 100%. Merchant fulfilled A-Z forget it Amazon does not want to know, I can see this being the next complaint to the office of fair trading as Amazon pushes you to use SFP or FBA. Reason, buyer Prime membership or pay a delivery charge.
It was reported last year that 3rd party sellers account for more than 50% of Amazon's turnover, you would think we would get better treated.
This needs to be taken further to make it fair, why does Amazon cover the seller if SFP and FBA but not against A-Z claims ????
SFP - SAFE-T claim 'item refunded not returned me' 100% reimbursed
FBA - Automated 100% reimbursement after 45 days
A-Z - a fist up the backside even if you had the buyer stood in the delivery photo holding his ID and accepting the parcel. Claim 100% granted to the buyer 0% chance to the seller for reimbursement.
Seller_YuFXQ7Qg4AqGD
speaking the truth here!
I'm tired of these unfair, unjust, lack of due diligence, completely biased, lack of understanding, injustice, theft of these AZ claims from amazon.
i got denied my appeal as the item got delivered 1 day late. customer got a £100 item for free at my expense. happen a few times now and yet the sellers cant do anything and all we get is a copy and paste response from Amazon
