Filing an A to Z from A Customer Viewpoint
So I have a buyer claiming INR despite Delivery Confirmation AND signature confirmation.
The post office confirmed GPS location. The signature looks like chicken scratch. It was delivered late (despite being Priority). I shipped on time, using Amazon buy shipping and the freakin' 'CLAIMS PROTECTED' badge was (is) there when I look at the order and the shipping option I selected (the OTDR Protected badge is there too, but it always is even when it doesn't apply).
The buyer is giving evasive non-answers when I ask basic things like, "Is the address on the order is correct?".
Answer: "We did not receive," like I'm talking to a cavewoman.
ANYWAY, I wanted to give this person step-by-step instructions on how to file an A to Z claim by going through it myself on one of my recent Amazon orders (without actually going all the way because I DID receive the merchandise).
Lo and behold (whatever that means), before I can attempt an A to Z claim, the 'system' forces a chat or phone contact with customer service before proceeding. And you KNOW how generous THEY are with OUR money...
I presume this often leads to customer service issuing a refund outside of the A to Z process, probably by design. Then we have to go to the Safe-T claim rodeo for numerous rejections/denials.
Do I have this right?
Filing an A to Z from A Customer Viewpoint
So I have a buyer claiming INR despite Delivery Confirmation AND signature confirmation.
The post office confirmed GPS location. The signature looks like chicken scratch. It was delivered late (despite being Priority). I shipped on time, using Amazon buy shipping and the freakin' 'CLAIMS PROTECTED' badge was (is) there when I look at the order and the shipping option I selected (the OTDR Protected badge is there too, but it always is even when it doesn't apply).
The buyer is giving evasive non-answers when I ask basic things like, "Is the address on the order is correct?".
Answer: "We did not receive," like I'm talking to a cavewoman.
ANYWAY, I wanted to give this person step-by-step instructions on how to file an A to Z claim by going through it myself on one of my recent Amazon orders (without actually going all the way because I DID receive the merchandise).
Lo and behold (whatever that means), before I can attempt an A to Z claim, the 'system' forces a chat or phone contact with customer service before proceeding. And you KNOW how generous THEY are with OUR money...
I presume this often leads to customer service issuing a refund outside of the A to Z process, probably by design. Then we have to go to the Safe-T claim rodeo for numerous rejections/denials.
Do I have this right?
13 replies
Seller_4zBzdtgCyS9EI
Few weeks ago (I canceled prime the same day) I tried to open a claim for a $22 horse bucket I didn't receive. Mind you, been shopping on Amazon 10+ years, spent 10's of thousands here and MAYBE had 2 or 3 INR in all those years. I had a $1600 generator that was just dropped in my driveway. No signature, nothing. And I didn't say "Hey, I didn't get it". I am honest. I don't steal. So back to the $22 bucket...
Like you, I was forced to enter chat with support and was INTERROGATED! Have you checked with neighbors, have you changed your address recently , have you had other lost packages recently, have you had another lost package claim with Amazon.....please hold while I speak to my supervisor......have you looked on the porch? Has someone else brought it in the house? Are you sure it's not somewhere in the yard? Please hold one more time while I speak to my supervisor.....
This went on for what felt like at least 10 minutes. At this time, I am thinking I am wasting more unpaid time here than the $22 bucket is worth, never mind my sanity.
I told him "Nevermind, after 200+ orders a year for 10 years, I understand I am not trustowrthy over $22, keep the money. And ended chat.
This was an FBA order....surely protected for INR and when Amazon has to pay, customers no longer matter.
Seller_4zBzdtgCyS9EI
The scammers, like most criminals, learned their job. They will figure out and educate each other quickly about changes, including the one where if a package was shipped on time, they can't open a claim. All they need to learn, is in what cases Amazon has to pay and in what cases sellers have to pay. They can scam day and night, as long as the seller will be responsible for the refund. no questions asked.
Seller_GelsGfgcGngLr
You may be eligible to request a refund under the A-to-z Guarantee if you have not received your package AND three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. NOTE: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund from Amazon.
How to Request an A-to-z Guarantee Refund:
To request a refund on an eligible order using a LAPTOP or DESKTOP device go to Your Orders
1. Locate your order in the list and click Problem with order.
2. Select “Package didn’t arrive” from the list.
3. Select Request refund.
4. Enter your comments in the text box.
_ 5. Select Submit_
NOTE: To receive the maximum refund allowed you need to select “Package didn’t arrive”.
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1. Call 8882804331 or use Amazon’s mobile app to connect to Customer Support.
2. Report that you “did not receive” your order.
3. Request a refund.
NOTE: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account.
Quincy_Amazon
Hello @Seller_Sram36TnVt73c
Thank you for posting to the Forums and for providing that feedback. Your feedback will be forwarded to the appropriate partner team(s).
Regards,
Quincy_Amazon
Seller_52pUzzgnsLDGs
Don't give them any more information, this is pure ridiculousness. They received the package. They want it for free. No more responses. NO RESPONSE.
Seller_EQlLF0v98bWcn
as long as you dont have CSBA enabled they wont refund outside the a to z claims process. Its all just procedure...they have to contact you and attempt to reach amazon or the seller prior to being able to file a claim. If you used buy shipping and the item was received by the carrier on time, amazon will either deny a claim (likely since they signed for it) or they will fund it themselves. This is all speaking from experience as ive had more a to z claims for INR than i can count....and ive never been held responsible.
Seller_qMgi7qxvEo7f1
Many of them have no idea what it means. They are doing it, because Amazon telling them to do it instead of contacting the seller. So they do that, then Amazon punishes the seller. Then if you tell the customer what it means, sometimes they are shocked, they don't even know that sellers are having metric system, they don't know how Amazon punishing sellers for USPS issues, etc. :-(
