A to Z Guarantee is a complete joke and scammers paradise - despite clear tracking evidence of delivery
Buyer opens A to Z claim, it's granted with 24 hrs. This is despite tracking confirming delivery, delivery photographs and GPS tracking. The reasoning provided by Amzon is as follows - quote "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 the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
They confirm themselves that "the order was actually received by the customer" yet they refunded out of our funds! We appeal - appeal rejected.
This happened twice in 24 hours. What on earth are you supposed to do to stop this madness?
Your input will be appreciated.
A to Z Guarantee is a complete joke and scammers paradise - despite clear tracking evidence of delivery
Buyer opens A to Z claim, it's granted with 24 hrs. This is despite tracking confirming delivery, delivery photographs and GPS tracking. The reasoning provided by Amzon is as follows - quote "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 the order was actually received by the customer, we will not count the claim against your Order Defect Rate."
They confirm themselves that "the order was actually received by the customer" yet they refunded out of our funds! We appeal - appeal rejected.
This happened twice in 24 hours. What on earth are you supposed to do to stop this madness?
Your input will be appreciated.
29 replies
Seller_ZJhFeE3tNKzfh
That is 100% bonkers. That was definitely a seller funded refund via the A-Z?
I'd just do a letter before action to amazon on that one. Present the evidence that amazon themselves have confirmed they see the order was received by the customer - so why should you be billed for the refund?
If amazon want to throw money up the wall fair enough, but let it be their money!
Seller_LVJaidBR9PT5Z
Had this happen so many times its ridiculous, a-z system and team have been terrible for years now, we have even had the customer saying they had received the order and would like to pay for it and a-z team will still not give us our money back!! Honestly all you can do is keep appealing to the a-z team over and over and dont stop till you get your money back, sometimes it takes months.
Seller_A7wI1SGeyIqHF
Thats there policy, I have the same problem, we just gotta grin and bear it.
Seller_PTena7LrLt9Wh
AGREED WHAT A JOKE.
I have four claims from the same customer all delivered and signed for via Royal Mail 48 tracked over the last month.
Amazon funded three and I funded one.
I have no option to appeal and seller support just deleted my case.
Online Shoplifters Paradise.
Seller_sQRbE2r89f5Qg
it happens every day to 1000's of az claims, its as if they dont read the evidence you present.
can you even find a contact to re-appeal this bad decisions ??
Seller_IQo80d99W2DzP
Unless you pay for 'Signed For' - Amazon A-Z usually reject anything, even though Photos and GPS should now count, as it is only the Postie that signs anyway.
If you have Signed For, then Appeal, as A-Z is usually won. (I think it costs 40p + VAT more on Tracked 24/48).
Unless the photo shows a person taking the parcel, then the parcel could be stolen if left in a so-called Safe Place. So, say that in the claim to RM, with any email from the Buyer, or claim on A-Z as proof for RM, and get them to pay out a claim.
If I were a thief (which I am not), I'd follow all the couriers around that leave so many items in 'Safe Places' - little risk, no break in, just take a parcel from a porch, behind a bin, etc. Therefore, when a Buyer says they have not received the item, if the photo does not show a person taking the parcel, then Amazon have to assume the parcel was stolen and refund the Buyer. Therefore, signed services should be used, if you genuinely did not get the item, you would want a refund as well.
The trouble is this means certain Buyers take advantage if not signed for, and they are the thief.
I also always check the GPS, as often the courier has mis-delivered, and then can be resolved. Eg 11 Oz House, 45 High Street, and then there is just a 45 High Street, so delivered to the wrong place, as so often happens when confusing addresses.
We have found most Buyers message if a delivery issue, so research then, as prevents an A-Z Claim. If no proof, refund, and claim from RM, etc. Or give the Buyer all the information and ask them to come back to you, as you will resolve with RM. With RM tracking, PDF screenshot of delivery photo, and GPS, often the Buyer locates the parcel, even if with a neighbour, etc.
Seller_0h0xM5nNepnBS
You are right,
The same thing happened to me many times, still when i try to submit an appeal they say we know the customer had received the parcel, we already sent the message to pay the payment or return the item and nothing happened, amazon should do about this issue, its causing so much lose to the business.
Seller_0UsCN5pKkU6bJ
So many threads on this. I have just given up selling any expensive items on Amazon because of the lack of protection. I sell them on eBay or Discogs where you are given adequate protection from scammers.
Seller_Tc19YHYMgOZ6a
I couldn't agree more!!! There's a % of people that shop on Amazon who certainly know their way around the system and how to get their money back, as well as keeping the goods. It's as if Amazon facilitate this level of dishonesty. I wonder why....? May be it's that extra 20% they charge for their apparent administration fee
Seller_uRNttStKxfk4s
I know this situation. My store is also like this. Many people actually got the goods, but still filed a claim. Our appeal failed. This is very bad. As a Chinese seller, I cannot understand this situation because in our case In countries like ours, we usually put packages at our express delivery station, which can store express delivery for many different logistics. We only need to pick it up after work. If we want to deliver it to our door, we can explain the situation to the express delivery station and they will deliver it to our door. Of course, this is Alibaba’s earliest policy. I hope Amazon can also have this kind of policy to help sellers recover losses while improving buyers’ delivery rates and customer satisfaction. Instead of directly refunding us like now, we lose costs. and logistics Amazon has lost its reputation. No one is the winner in this farce, except the thief.
