A to Z appeal appeal denied - how to respond to inaccurate outcome?
To date we have had a fairly reasonable success rate on A to Z claims, but we have been baffled by our most recent one.
Firstly, Amazon granted an A to Z without the customer contacting us. (The customer had contacted us sometime ago for a previous order, but not this one). Reason given was as follows:
"The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. In accordance with policy, valid tracking was required on this order."
We use Royal Mail tracked 48, the tracking reference was on the order and works perfectly fine. It was never identified as invalid in the VTR reports.
Basically, the Amazon delivery notification service was showing that the parcel was delayed which was actually correct, for some reason RM were very slow on delivery. It was delivered the day after the A to Z was opened and granted. I think the Amazon delivery notification facility is woeful, it simply shows parcel delayed or delivered. If it has been delivered to a neighbour it doesn't show the customer that crucial information. Why on earth don't they use the courier services own tracking service?
I appealed against this decision, on both counts of the defect applied and refund issued.
I expected it to be denied, simply because it was late. But I was hoping the defect would be removed as it was beyond our control. But the reason given was the following:
"We have reviewed all available information and determined you did not fulfill the order to address we have on file. All orders must be shipped to the address provided by Amazon."
Which is just bonkers, our system automatically prints the address on their system. I have since checked the label and it is absolutely correct. But how on earth would Amazon know that the delivery address on our label was incorrect? They cannot see our labels as they are done outside of Amazon via Royal Mail OBA and a third party application.
How can I appeal against these ridiculous reasons? The original reason given was factually incorrect as was the second one.
I would normally take these outcomes on the chin, but this one has me baffled and annoyed.
A to Z appeal appeal denied - how to respond to inaccurate outcome?
To date we have had a fairly reasonable success rate on A to Z claims, but we have been baffled by our most recent one.
Firstly, Amazon granted an A to Z without the customer contacting us. (The customer had contacted us sometime ago for a previous order, but not this one). Reason given was as follows:
"The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. In accordance with policy, valid tracking was required on this order."
We use Royal Mail tracked 48, the tracking reference was on the order and works perfectly fine. It was never identified as invalid in the VTR reports.
Basically, the Amazon delivery notification service was showing that the parcel was delayed which was actually correct, for some reason RM were very slow on delivery. It was delivered the day after the A to Z was opened and granted. I think the Amazon delivery notification facility is woeful, it simply shows parcel delayed or delivered. If it has been delivered to a neighbour it doesn't show the customer that crucial information. Why on earth don't they use the courier services own tracking service?
I appealed against this decision, on both counts of the defect applied and refund issued.
I expected it to be denied, simply because it was late. But I was hoping the defect would be removed as it was beyond our control. But the reason given was the following:
"We have reviewed all available information and determined you did not fulfill the order to address we have on file. All orders must be shipped to the address provided by Amazon."
Which is just bonkers, our system automatically prints the address on their system. I have since checked the label and it is absolutely correct. But how on earth would Amazon know that the delivery address on our label was incorrect? They cannot see our labels as they are done outside of Amazon via Royal Mail OBA and a third party application.
How can I appeal against these ridiculous reasons? The original reason given was factually incorrect as was the second one.
I would normally take these outcomes on the chin, but this one has me baffled and annoyed.
0 replies
Seller_ZQyopdiwkUHOZ
The AtoZ system checks if it was delivered within the required window. A late delivery is the same as a non-delivery to the automated system.
All you can do is appeal to the managing director office managingdirector@amazon.co.uk but I wouldn't hold your breath on it, as the policy says you need to have a signature to prove delivery to contest an INR claim and Tracked 48 doesn't have that.
Seller_6UmAeumN1GamV
We have had 2 A-Z claims recently and we lost both appeals for the first time ever (since starting selling on Amazon in 2016). Both were sent to the EU as MFN orders and tracking was uploaded. IOSS details provided and also we created an 'IOSS ORDER - VAT PAID' sticker a while back with the Amazon IOSS details... both items got stuck in customs (one Sweden and one France) and despite us providing the valid tracking, and the customers not even telling us that the items had not arrived, they just opened an A-Z claim case, we lost both and when we appealed we were turned down. No reasons given. Is there anything more we can do? Pls advise! thx
