a to z warranty claim, all money is refunded even though product delivery proof is sent, the seller is left in a difficult situation
Based on a to z warranty request, all money is refunded even though proof of product delivery is sent, leaving the seller in a difficult situation.
Our customer filed a warranty claim stating that he did not receive the product.
Information was shared with our customer at every step after the order was placed. The customer can make a warranty request on the day the products are delivered, without contacting us.
He opened a claim stating that the product did not arrive. The order was delivered on time. Large packages were left on his doorstep. Proof of delivery has been forwarded to our customer. However, he did not respond to our messages. He got all his money back. Even though we presented our evidence to the a to z support team, they made the high amount of refund, leaving the seller in a difficult situation.
We gave a seat to our customer as a gift.
Why is the seller left in a difficult situation when there is proof of delivery and on time?
I want detailed review.
a to z warranty claim, all money is refunded even though product delivery proof is sent, the seller is left in a difficult situation
Based on a to z warranty request, all money is refunded even though proof of product delivery is sent, leaving the seller in a difficult situation.
Our customer filed a warranty claim stating that he did not receive the product.
Information was shared with our customer at every step after the order was placed. The customer can make a warranty request on the day the products are delivered, without contacting us.
He opened a claim stating that the product did not arrive. The order was delivered on time. Large packages were left on his doorstep. Proof of delivery has been forwarded to our customer. However, he did not respond to our messages. He got all his money back. Even though we presented our evidence to the a to z support team, they made the high amount of refund, leaving the seller in a difficult situation.
We gave a seat to our customer as a gift.
Why is the seller left in a difficult situation when there is proof of delivery and on time?
I want detailed review.
2 replies
Seller_7LrAV0m5llaI7
Why is the seller left in a difficult situation when there is proof of delivery and on time?
I want detailed review.
Well, you didn't get a signature confirmation of delivery. The product could have been stolen before the customer got home, because you said the order was left on the customer's doorstep:
Jurgen_Amazon
Hello @Seller_2hAjGy6mbq18I,
Thank you for contacting Amazon Forums.
I understand you have an A to Z Claim that would need to a detailed review. First, you need to appeal the claim, that way the team in charge will review and work on that based on the evidence provided.
If you have appealed already, and you consider the outcome is not correct, feel free to share the case ID in this thread to investigate further.
It is important to highlight that, as per the Help Page:Amazon’s A-to-z Guarantee claims, this is what the buyer needs to do before a claim can be filed: A buyer must first contact you and give you an opportunity to resolve their issue. In order to become eligible to file an A-to-z Guarantee claim, the following must apply:
- Item hasn’t been received by the buyer: If the buyer has an issue with delivery, we direct them to use Buyer-Seller Messages to alert you of the issue. For delivery-related issues, the buyer must also wait 72 hours past the maximum estimated delivery date before they’re eligible to file a claim.
You then must take the actions described below to resolve the issue raised by the buyer:
- Item hasn’t been received by buyer: If the buyer has an issue with delivery, you must respond to their message in Buyer-Seller Messages and attempt to resolve the issue to their satisfaction within 48 hours after the their first message was sent. If you haven’t resolved the issue to the buyer’s satisfaction, they will be eligible to file a claim after both this 48-hour period and the expiration of 72 hours after the maximum estimated delivery date.
Jurgen
