Seller fulfilled A-Z claims
Hoping to find someone who is/has been in the same boat as me regarding Amazons A-Z policy.
We have had a customer order a fireplace from us for £599.97 through Amazon. Two weeks after the order was placed and our courier confirmed it was delivered (well within the delivery timeframe) the buyer is claiming they have not received the item, I have checked the POD online and with the couriers, I have a GPS positioning, Photo of the product inside the house, name and signature. The courier has written to me and confirmed they have spoken to the driver and they can confirm the package was left with a resident at this house. I forwarded all of this over to the customer via buyer seller messaging, then about 48 hours after I have a notification from amazon saying they have granted an A-Z claim for this order in favour of the buyer, and the amount will be deducted form our account and our ODR will be affected.
I have appealed this twice, both times I have sent over all of the details including signature, POD photo, GPS and name on the delivery, and their reason for the A-Z claim being granted is the fact the order was placed under name ‘A’ but was signed for by name ‘B’ in which name ‘B’ was not on the order.
Now without paying to gain access to the electoral register records, I can see from 2023 there are 5 people living in that house, meaning any one of them could have signed for this and taken it in.
I have contacted the police and they said ‘This isn’t a crime, this is a civil matter’ and that I should contact Citizens Advice, I called them this morning and they said the only ways to proceed is to send a letter before action and then following that take it to small claims. The last thing on my mind about this case is the lost revenue, I’m more annoyed that Amazon are opening the doors to fraud, and they are taking someone’s word over hard evidence. This isn’t the first time Amazon have done this to us, but we have managed to appeal it most of the time as we have provided the POD’s and the case is dismissed. Is there anything I can do within the realms of Amazon to try and combat this sooner, any hopefully remove the negative percentage from the ODR that could potentially end up with us losing the buy box and kill our sales?
Seller fulfilled A-Z claims
Hoping to find someone who is/has been in the same boat as me regarding Amazons A-Z policy.
We have had a customer order a fireplace from us for £599.97 through Amazon. Two weeks after the order was placed and our courier confirmed it was delivered (well within the delivery timeframe) the buyer is claiming they have not received the item, I have checked the POD online and with the couriers, I have a GPS positioning, Photo of the product inside the house, name and signature. The courier has written to me and confirmed they have spoken to the driver and they can confirm the package was left with a resident at this house. I forwarded all of this over to the customer via buyer seller messaging, then about 48 hours after I have a notification from amazon saying they have granted an A-Z claim for this order in favour of the buyer, and the amount will be deducted form our account and our ODR will be affected.
I have appealed this twice, both times I have sent over all of the details including signature, POD photo, GPS and name on the delivery, and their reason for the A-Z claim being granted is the fact the order was placed under name ‘A’ but was signed for by name ‘B’ in which name ‘B’ was not on the order.
Now without paying to gain access to the electoral register records, I can see from 2023 there are 5 people living in that house, meaning any one of them could have signed for this and taken it in.
I have contacted the police and they said ‘This isn’t a crime, this is a civil matter’ and that I should contact Citizens Advice, I called them this morning and they said the only ways to proceed is to send a letter before action and then following that take it to small claims. The last thing on my mind about this case is the lost revenue, I’m more annoyed that Amazon are opening the doors to fraud, and they are taking someone’s word over hard evidence. This isn’t the first time Amazon have done this to us, but we have managed to appeal it most of the time as we have provided the POD’s and the case is dismissed. Is there anything I can do within the realms of Amazon to try and combat this sooner, any hopefully remove the negative percentage from the ODR that could potentially end up with us losing the buy box and kill our sales?
21 replies
Seller_ZQyopdiwkUHOZ
Escalate to the Managing Director’s office.
Beyond that, you’re in the realm of legal action. Just make sure to pursue Amazon rather than the Buyer, as your Amazon terms and conditions says you have agreed not to pursue legal action against buyers and you could land your account in trouble, potentially have it closed, if you do.
Seller_SITNVuZK87zGK
You would have to appeal via managingdirector@amazon.co.uk
Other than that - letter before action
Seller_tRuvBEHDedp4q
Unfortunately you have hit upon the problem with Amazon Seller Support in that they are woefully undertrained
I am having issues myself with their Buy Shipping policy and A-Z Claims and waste so much time arguing when it should all be dealt with simply and easily by CS reading the details, understanding, and being knowledgeable with policies.
Do as Postees1 says is all I can advice and try managing director emai
Seller_SITNVuZK87zGK
I think the consensus is you can make a claim against the customer. However, off the back of that, amazon could warn you for a policy violation which could lead to restrictions or closure of your account. You could then take amazon to court to get your account back, and you would probably win. But in all of this, you may lose access to your amazon account. When you could have sent the letter before action to amazon in the first place.
There will be various terms its possibly breaking, primary being I imagine the user of customer data for a purpose other than processing an order.
Seller_B4VbHpnDLDLAU
It’s very odd that The A-Z was opend and closed so rapid and refunded. Was tracking uploaded at time Of shipping
@Maja_Amazon @Winston_Amazon
Could you help with this as it clearly sounds like a fraudulent claim.
As other has said
Letter before action, although you are well within your rights to go for the customer you may get account suspended.
So go for Amazon. I would try the managing director, if not I would try sending a letter to the amazon legal department with the information and if they don’t assist LBA.
Good luck Keep us updated
Seller_p940Jehgj1NWn
Check this post. Someone suggested to use mediation services for this.
Seller_2MDS66zdjPMUU
Chasing Amazon will be expensive. In any case it is the buyer that is committing the fraud. Google “Letter before Action” for a good example of what to write. and send it with all of the evidence you have by signed for mail. Keep it brief and give a reasonable deadline for full payment eg 14 days. The cost of starting a small claim is small so its not a great risk issue court papers - the hearing is likely to be on line - and if successful you could get reasonable cost back. You can file a court claim on line.
Seller_FGrlSKDjwty1z
Raise it as a case and an email to the MD - keep pushing Amazon staff have little training. if you keep pushing back you can get the decision overturned. We managed it recently but you have to push hard. Never take an A-Z as final if it goes against you. Basically Amazon usually finds in the customers favour.
The funny thing is when you sell via a website its so rare to have the same issues as Amazon customers have not receiving orders?
Cannot think why it is if you sell something via a website you have 10% the amount of delivery issues as on Amazon. Yet the same customers in the UK are always not receiving items, or that they are damaged, defective, not as described. But yet the same couriers are being used carrying exactly the same products. Need to employ Sherlock Holmes to deduce whats actually going on…
Seller_0UsCN5pKkU6bJ
I had a similar thing with an expensive vinyl record.
Supplied pictures of record being handed to customer with door number clearly visible and gps co-ords. Lost claim and appeal. Upshot I just don’t sell expensive items on amazon any longer. No trust in the a-z system. Sell all expensive records now on eBay as I’m covered on there.
Seller_HB9d8uaxIAYi4
I have received 2 A-z claims today which the customers placed an order with us back in May 2023. I have sent the proof of the image that the item has been delivered to the customer’s property, however the A-Z team has approved the claim and counted our ODR. I have appealed the claim, and the standard response from A-Z claims that they uphold the original decision after careful consideration. Have they ever considered that as a seller, we are unable to make a claim to the carrier due to the dispute over delivery after 2 months? I just wonder who can protect the seller’s rights if I want to continue sell on Amazon?!
