A-to-Z claims with no message from customer, no notification when the claims are filed
Hello all,
I just wanted to see if this is a widespread issue and, if not, get advice on how to resolve it. For my past three A-to-Z claims, I've received: a.) no message from the customer alerting me to the problem and giving me the chance to offer a refund/return, b.) no notification from Amazon that the A-to-Z claims were filed, c.) the ONLY notification came after the A-to-Z claim had been granted to the customer.
The first two times, the item never got delivered. I would have been more than happy to provide the customer with full refunds, but I never got the chance to do this. I "appealed" Amazon's decision, stating that I was happy to provide full refunds, but I didn't think it was fair for them to count the A-to-Z claims against my account health, since I'd never been contacted by the customers and, therefore, hadn't gotten the chance to fix the problems myself. Amazon promptly denied my appeals, and the claims left my account "at risk of deactivation."
Then today, I got the third of these mystery A-to-Z decisions (without any prior contact from any of the parties involved.) The item was supposed to be delivered by Nov. 23, but that was Thanksgiving. This time, the tracking shows that USPS attempted delivery on Nov. 24 but could not deliver the item for the reason "business closed." USPS, therefore, rescheduled delivery for the "next business day." I've submitted an appeal for this delivery, which includes the info provided here plus the tracking number, and I'm hoping I win the appeal this time. (I'd be happy to accept a return from this customer, but I didn't think Amazon could provide a refund without a return for an item delivered just a few days after the delivery window--especially if the business was closed for all of those extra days?)
I'm just so confused about how these A-to-Z claims keep getting filed without the customers being directed to contact me first--and then, why I'm not getting notifications from Amazon until AFTER the claims have been decided, in the customers favor? I am a small seller, and I'm afraid that my account will get deactivated (after 11 years on Amazon!) because of all these A-to-Z claims--claims I would be able to prevent if I were contacted before the claims were already filed and decided!
A-to-Z claims with no message from customer, no notification when the claims are filed
Hello all,
I just wanted to see if this is a widespread issue and, if not, get advice on how to resolve it. For my past three A-to-Z claims, I've received: a.) no message from the customer alerting me to the problem and giving me the chance to offer a refund/return, b.) no notification from Amazon that the A-to-Z claims were filed, c.) the ONLY notification came after the A-to-Z claim had been granted to the customer.
The first two times, the item never got delivered. I would have been more than happy to provide the customer with full refunds, but I never got the chance to do this. I "appealed" Amazon's decision, stating that I was happy to provide full refunds, but I didn't think it was fair for them to count the A-to-Z claims against my account health, since I'd never been contacted by the customers and, therefore, hadn't gotten the chance to fix the problems myself. Amazon promptly denied my appeals, and the claims left my account "at risk of deactivation."
Then today, I got the third of these mystery A-to-Z decisions (without any prior contact from any of the parties involved.) The item was supposed to be delivered by Nov. 23, but that was Thanksgiving. This time, the tracking shows that USPS attempted delivery on Nov. 24 but could not deliver the item for the reason "business closed." USPS, therefore, rescheduled delivery for the "next business day." I've submitted an appeal for this delivery, which includes the info provided here plus the tracking number, and I'm hoping I win the appeal this time. (I'd be happy to accept a return from this customer, but I didn't think Amazon could provide a refund without a return for an item delivered just a few days after the delivery window--especially if the business was closed for all of those extra days?)
I'm just so confused about how these A-to-Z claims keep getting filed without the customers being directed to contact me first--and then, why I'm not getting notifications from Amazon until AFTER the claims have been decided, in the customers favor? I am a small seller, and I'm afraid that my account will get deactivated (after 11 years on Amazon!) because of all these A-to-Z claims--claims I would be able to prevent if I were contacted before the claims were already filed and decided!
4 replies
Seller_EKoBU9mowZRgV
Just replying to my own post to add: I know this has been going on for years (although I've never experienced it more than once in a blue moon.) The fact that it's happened three times in a row, though, is what's so weird and so concerning. Is it because I recently switched back in "individual seller" status? Do they just auto-grant all A-to-Z claims form "individual" FBM accounts?
I just wish there were SOMETHING I could do to protect myself from all these unnecessary hits to my account!!
Seller_EKoBU9mowZRgV
The customer filed the A-to-Claim today: Nov. 27 (w/out contacting me)
Amazon approved the A-to-Z claim and issues the refund today: Nov. 27
USPS tracking now confirms that the item was delivered today: Nov. 27
The customer in question is a competitor btw
If this (my third same-day granted A-to-Z claim w no prior notice or contact) is granted, I'm going to have to stop selling on Amazon. If my appeal isn't granted, it's going to be the straw that breaks the camel's back--and I'll have to be done with Amazon. Selling on here is getting way to risky, especially for small sellers. :-(
SEAmod
Hello @Seller_EKoBU9mowZRgV
Thank you for visiting the seller forums.
I believe you may have encountered Instant customer refunds related to an A-to-z claim. Amazon may grant a claim in the customer's favor without the customer needing to contact you, under the circumstances outlined at the link above. On any of those three orders did the tracking show that the package was returning to you? If the tracking shows that the item was undeliverable to the customer or refused, and we receive tracking information indicating that the package is returning to you, we will automatically refund the customer and debit your account for the claim amount. It does not impact your account health or order defect rate (ODR).
If you would like to request a product back from the customer who filed a claim, you can do so using the Buyer-Seller Messages within Seller Central. Providing a pre-paid return label with valid tracking will help the customer return the item and ensure that you have visibility to track the return.
Thank you for selling on Amazon.
Susan
