A-Z granted when I was still replying to customer
I had my second A-Z ever today. The customer contacted me, I replied almost immediately, according to the tracking the order appeared to have been delivered 8 days ago, I asked the customer to double check in case it had arrived (it was a flat envelope, he might have missed it and he lives in shared accommodation). He replied in a friendly tone and I was actually replying (I was going to refund as it's not worth the hassle tbh) when I got this. "We have granted an A-to-z Guarantee claim of £6.99 on order 205-6143491-1252349. We have debited the amount from your account and have counted the claim against your Order Defect Rate". I was going to refund anyway but I thought that we had up to 24 hours to reply to a message, they only gave me 80 minutes. I am a sole trader if I am out posting orders, I can't be in front of my PC refunding customers. Furthermore, I bought the label with Buy Shipping, I thought the ODR wouldn't be affected.
@Julia_Amazon
@Maja_Amazon @Winston_Amazon
A-Z granted when I was still replying to customer
I had my second A-Z ever today. The customer contacted me, I replied almost immediately, according to the tracking the order appeared to have been delivered 8 days ago, I asked the customer to double check in case it had arrived (it was a flat envelope, he might have missed it and he lives in shared accommodation). He replied in a friendly tone and I was actually replying (I was going to refund as it's not worth the hassle tbh) when I got this. "We have granted an A-to-z Guarantee claim of £6.99 on order 205-6143491-1252349. We have debited the amount from your account and have counted the claim against your Order Defect Rate". I was going to refund anyway but I thought that we had up to 24 hours to reply to a message, they only gave me 80 minutes. I am a sole trader if I am out posting orders, I can't be in front of my PC refunding customers. Furthermore, I bought the label with Buy Shipping, I thought the ODR wouldn't be affected.
@Julia_Amazon
@Maja_Amazon @Winston_Amazon
16 replies
Seller_Fg2fqaWOnEtha
I have received two other messages from customers who claimed not to have received their orders. I don't know what's happening today. In both cases, the tracking says that they have received it, but I am scared now that if I don't reply and refund immediately, my ODR might place me in a danger zone.
Seller_CQcvupkWMS9GV
if you bought shipping via Amazon you should be able to get the defects removed as Amazons own rules state this is so - just reopen the case and tell them:
"A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims."
https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB&tag=local02-21
Seller_Fg2fqaWOnEtha
My appeal, really annoyed as they claim there is no prove of "shipment", it's all there, I used Buy Shipping and the transaction for this label is also there for the 19th Sept. Why are they denying the obvious?
Your Appeals:
29 September 2023
I was still responding to the customer when you decided to grant this A-Z. I was going to refund anyway although the order's tracking said it had been delivered, but you never gave me the chance to investigate and reply and I was well within the 24 hours. Secondly, you said this is going to affect my ODR but according to Amazon's policy ""A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims."
You also claim that "The customer claimed that they did not receive the order and we were unable to confirm shipment and/or delivery. ". I used Buy Shipping and it's all documented in Seller Central, therefore I really don't understand why you can't find it. I would send you all the screenshots of the label I bought through Amazon, the order page that confirmed that the order was dispatched and Royal Mail's confirmation of delivery, but I can't add attachments. According to the label the tracking number is 3B047908F20, but you should have this information yourself. Royal Mail claimed it was delivered on September 21st and the dates on the order were Ship by: Tue, 19 Sept 2023 to Wed, 20 Sept 2023 Deliver by: Fri, 22 Sept 2023 to Sat, 23 Sept 2023. It's obvious that the order was shipped well on time. Therefore this A-Z shouldn't affect my ODR according to Amazon's own policy.
Seller_rGtEcZnu0JTRD
The big problem is that Amazon will not accept any tracking unless it has a signature, and even then they do still go against you sometimes. They will not accept GPS showing correct address, or even a photo of the customer holding the parcel - even when you can see the name of the house on a plaque on the wall.
Seller_Fg2fqaWOnEtha
But when I have all the evidence that I bought the label and RM says that it was delivered what else do they want to prove I actually shipped it? I accept that RM might have delivered to the wrong address or one of the guy's flatmates might have taken it, but the fact that they say the parcel was handled by Notting Hill PO means the order had been dispatched. And the delivery was only 2 days after the order was placed, therefore the order was dispatched on time. According to them as there is no evidence I dispatched the item at all, this is going to affect my ODR. I feel they are gaslighting me, the evidence is there.
I got 4 today, a record for me. All of them were delivered on time according to RM, so there was no reason for Amazon to contact these customers. But it's a bit suspicious.
Seller_ZQyopdiwkUHOZ
One of @Maja_Amazonor @Winston_Amazon was collecting order IDs for this type of problem a few months ago, not sure if they still are.
If not, hopefully they can start again, as clearly the issue hasn't been resolved on the systemic level for this to still be happening to people who've purchased through Buy Shipping.
Seller_tx93U2wLYO1b7
There needs to be a ban list of customers who do this, had a scammer claim for two separate orders from over 30 days ago yesterday. After countless tries with Bot Support I gave up and refunded, Its Amazon that's all.
Seller_gpqqZ5FYuNK50
Yesterday a customer had not received their order asked for a replacement (it was 1 day late) I messaged them an hour later saying I had sent out a replacement. This morning I get an A to Z claim just appealed it. If the appeal is declined I will actually invoice Amazon and get my debt collectors on to them only £20 of stock but it’s daylight robbery
