Unfair A-to-z claim 701-6145851-6229866, what is going on with Amaon A-to-z claim team.
@Ricardo_Amazon @Lucre_Amzn @Sunnie_Amazon @Christine_Amazon
Order# 701-6145851-6229866, Canada Post tracking history shown the parcel was delivered to the buyer and the buyer signed for it. The buyer still filed an A-to-z claim saying the package didn't arrive. We provided the Canada Post tracking number, buyer's signature and Canada Post confirmation of delivery. We still lost the claim! And to make the matter even worst, here is what the A-to-z claim team wrote "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 that the order was actually received by the customer, we will not count the claim against your Order Defect Rate" Now, HERE IS THE PROBLEM. since even the A-to-z claim team agree "you provided sufficient information that proves that the order was actually received by the customer", then WHY this claim is granted and we need to fund it from our own pocket?! Honestly, what is the point? what is the point of having an appeal option if EVERY A-Z claim is going to get granted and sellers need to fund it even when they already provided sufficient information to prove they are right.
Unfair A-to-z claim 701-6145851-6229866, what is going on with Amaon A-to-z claim team.
@Ricardo_Amazon @Lucre_Amzn @Sunnie_Amazon @Christine_Amazon
Order# 701-6145851-6229866, Canada Post tracking history shown the parcel was delivered to the buyer and the buyer signed for it. The buyer still filed an A-to-z claim saying the package didn't arrive. We provided the Canada Post tracking number, buyer's signature and Canada Post confirmation of delivery. We still lost the claim! And to make the matter even worst, here is what the A-to-z claim team wrote "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 that the order was actually received by the customer, we will not count the claim against your Order Defect Rate" Now, HERE IS THE PROBLEM. since even the A-to-z claim team agree "you provided sufficient information that proves that the order was actually received by the customer", then WHY this claim is granted and we need to fund it from our own pocket?! Honestly, what is the point? what is the point of having an appeal option if EVERY A-Z claim is going to get granted and sellers need to fund it even when they already provided sufficient information to prove they are right.
2 replies
Ricardo_Amazon
Hello @Seller_EVV3dsqNWJ0Gb,
Ricardo from Amazon here.
I wanted to let you know I have reached out to our A-to-Z Escalations team to have this claim reviewed.
Once I receive a response I will be letting you know.
Ricardo_Amazon
Hello @Seller_EVV3dsqNWJ0Gb,
I wanted to let you know the A-to-Z claim has been refunded and the ODR hit removed.
Thank you for bringing this to our attention.
Ricardo
