Claim lost, due to a customers mistake on address
Customer claims he hasn't receive the package, after confirming the shipping address, he realised he have inputed the address, he no longer lives at an opened a claim, which he has won.
We did appeal the claim, but still lost. Anything else that can be done ? We are not SAFE-T eligible
''Customer comments: Package was shipped to my old address. My current address is my default address and I know for a fact I did not enter my old address at any time during the purchase. Delivery address’s should never be auto entered on your website.''
Why is this happening? - The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.
Claim lost, due to a customers mistake on address
Customer claims he hasn't receive the package, after confirming the shipping address, he realised he have inputed the address, he no longer lives at an opened a claim, which he has won.
We did appeal the claim, but still lost. Anything else that can be done ? We are not SAFE-T eligible
''Customer comments: Package was shipped to my old address. My current address is my default address and I know for a fact I did not enter my old address at any time during the purchase. Delivery address’s should never be auto entered on your website.''
Why is this happening? - The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.
2 replies
Danny_Amazon
Hello @Seller_a1uEWiswwVpNl- and thank you for creating this post to request some insight on managing A-to-z Claims.
It is true that orders with an A-to-z Claim present are not eligible for the SAFE-T Claim process, as the issue would be decided via the existing A-to-z Claim, and that a claim may be automatically granted in cases where the tracking shows an item is being returned to sender, which it sounds like may be applicable in this case. You can read further into the A-to-z Claim policy here, and specifics on how to appeal A-to-z Claim decisions on this page.
Thanks,
Danny
