A-to-z: "As a one-off gesture of goodwill, we have covered the cost of the refund "
A question is posed at the end of my rant.
EXCUSE ME? I am actually offended.
This is an A-to-z that is covered due to buying shipping with Amazon Buy Shipping Services, shipped on time, showing delivery on time (EARLY.) Customer claimed INR.
Customer ordered on November 7th with Delivery by of November 17th. We had a lead time built in for bad weather at that time to manage expectations. Delivery was attempted on November 8th, but they were closed. It was delivered on Novermber 9th.
On January 22nd...74 days LATER...they send the following message:
"I didn't see the package"
I responded: "Good afternoon, It appears that delivery was attempted on the 8th but no one was available to receive, and it was delivered the next day on the 9th. I have attached the delivery receipt, hopefully it helps track it down. Thank you"
To which their response was:
"."
2 days later they filed an A-to-z claim: " I still need a refund for not helping me deal with this problem."
Today Amazon granted the A-to-z claim and funded it with the following email:
"Hello,
We have granted an A-to-z Guarantee claim of $86.11 on order 113-XXXXXXX-XXXXXXX. As a one-off gesture of goodwill, we have covered the cost of the refund and the claim will not count against your Order Defect Rate. This is an exception to our normal policies and you may be held responsible for a similar claim in the future. We suggest you follow best practices:"
This message really grinds my gears. Maybe I shouldn't let it bother me..maybe the poorly trained employee just clicked the wrong canned message. I don't know. But this is clearly not a best practice issue on our end. You didn't refund out of courtesy, you did it because you had to. It's the agreement.
I also suspect that this is the same scam Walmart dropshipper that has been hitting us and many others on the forum with broken english A-to-z claims, because it has a few of the indicators but not all of them. So I never defended the A-to-z in that manner.
Still, end of rant.
TL;DR: Is anyone else finding the Buy Shipping Services becoming less of a protection from INR claims? Because we have an opportunity to save a lot in shipping if we stop using it (Because Amazon only lets you use 1 FedEx and/or 1 UPS account at a time.) If they are going to start giving a hard time about INR claims I might as well eat them and save on shipping across the board.
A-to-z: "As a one-off gesture of goodwill, we have covered the cost of the refund "
A question is posed at the end of my rant.
EXCUSE ME? I am actually offended.
This is an A-to-z that is covered due to buying shipping with Amazon Buy Shipping Services, shipped on time, showing delivery on time (EARLY.) Customer claimed INR.
Customer ordered on November 7th with Delivery by of November 17th. We had a lead time built in for bad weather at that time to manage expectations. Delivery was attempted on November 8th, but they were closed. It was delivered on Novermber 9th.
On January 22nd...74 days LATER...they send the following message:
"I didn't see the package"
I responded: "Good afternoon, It appears that delivery was attempted on the 8th but no one was available to receive, and it was delivered the next day on the 9th. I have attached the delivery receipt, hopefully it helps track it down. Thank you"
To which their response was:
"."
2 days later they filed an A-to-z claim: " I still need a refund for not helping me deal with this problem."
Today Amazon granted the A-to-z claim and funded it with the following email:
"Hello,
We have granted an A-to-z Guarantee claim of $86.11 on order 113-XXXXXXX-XXXXXXX. As a one-off gesture of goodwill, we have covered the cost of the refund and the claim will not count against your Order Defect Rate. This is an exception to our normal policies and you may be held responsible for a similar claim in the future. We suggest you follow best practices:"
This message really grinds my gears. Maybe I shouldn't let it bother me..maybe the poorly trained employee just clicked the wrong canned message. I don't know. But this is clearly not a best practice issue on our end. You didn't refund out of courtesy, you did it because you had to. It's the agreement.
I also suspect that this is the same scam Walmart dropshipper that has been hitting us and many others on the forum with broken english A-to-z claims, because it has a few of the indicators but not all of them. So I never defended the A-to-z in that manner.
Still, end of rant.
TL;DR: Is anyone else finding the Buy Shipping Services becoming less of a protection from INR claims? Because we have an opportunity to save a lot in shipping if we stop using it (Because Amazon only lets you use 1 FedEx and/or 1 UPS account at a time.) If they are going to start giving a hard time about INR claims I might as well eat them and save on shipping across the board.
1 reply
Seller_3wzBczgcWe0Ch
I know exactly how you feel as I got the same message on an A-Z claim last SEP. They make it sound like they are providing you a freebie when you did everything right, I would have preferred to keep this freebie until it was actually needed.
Here is where it gets even better though- That claim that Amazon "covered as a gesture of goodwill" The claim was taken from my account and I still have not been able to get it credited back. Keep an eye on your transactions to ensure Amazon actually covers the claim.
