A-z scams
hi all, what do we do about customers that take the Mickey?
Customer stated parcel was not delivered. About £50 worth
Customer opened an a-z and was refunded.
Upon checking the tracking the parcel has been delivered.
I appeal the a-z and send proof of tracking and amazon denied the case.
What on earth is wrong with them? How hard is it to check the tracking which was provided on the order and on the appeal.
Any help appreciated
A-z scams
hi all, what do we do about customers that take the Mickey?
Customer stated parcel was not delivered. About £50 worth
Customer opened an a-z and was refunded.
Upon checking the tracking the parcel has been delivered.
I appeal the a-z and send proof of tracking and amazon denied the case.
What on earth is wrong with them? How hard is it to check the tracking which was provided on the order and on the appeal.
Any help appreciated
51 replies
Seller_6HXPDZ2n6YG3n
Is that your first A-to-Z claim?
An A-to-Z claim basically means Amazon will refund the customer no matter what proof you provide. A to Z mean is , the customer is always considered right from A to Z!!
In one of my claims, the customer even admitted they received the parcel and the refund, then said, "I've washed my hands of it, you can deal with Amazon."
And still, Amazon did absolutely nothing.
Welcome to the club.
Seller_NbVRNVFKqcciN
What can we do about people driving dangerously in front of us?
Adjust our distance.
Buyers will scam you. You must adjust your prices to cover the inevitable losses.
Seller_tQjFPkGwO95zB
I've noticed a few of these scammers ask for a VAT invoice and then open an A-Z after we send them the invoice. Anyone else experience this?
NR_Amazon
@Seller_QWWKBrsPchf3F Thank you for your post to the forums on recent issues with A-Z claims!
For educational purposes to you and everyone reading this thread, I wanted to include help pages on how to Prevent an A-to-z Guarantee claim and Respond to an A-to-z claim.
Understanding that you have already provided the proof of tracking, can you please confirm if this also included the dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details?
Lastly, I wanted to verify if you have already submitted a case with Seller Support? If so, feel free to reply back with the Case ID for us to investigate further!
Thank you!
NR_Amazon
Seller_d8YGbIjNqwFxn
It is totally unrealistic to expect every package to have a customer's signature confirmation. Even Amazon Logistics don't require a customer's signature for every prime order.
There is an additional cost for Royal Mail to get a signature which just makes it unrealistic. It is actually financially better for me to lose the odd A-Z than put a signature on every package I send out.
It is not very customer centric to add a signature to a package. If the customer is out the package can't be delivered safely. This results in the customer getting the package late and potentially a trip down the local delivery office (who are often only open 2 hours a day) to get the package.
The signature requirement needs to be dropped as a requirement to win an A-Z
Seller_0XWc3TbYeT9US
I've started to report Amazon to the Competition & Markets Authority for use of third party seller funds to retain their customers each time something like this happens (just search "How to report to CMA"). They can add it to the list of things they are already looking at Amazon's UK business practices for.
