Unfair A-to-z claim 701-5233056-6122616, what is going on with Amaon A-to-z claim team.
@Ricardo_Amazon @Lucre_Amzn @Sunnie_Amazon @Christine_Amazon
Order# 701-5233056-6122616, Canada Post tracking history shown the parcel was delivered to the buyer and the buyer signed for it. The buyer still filed an A-to-z claim saying the package didn't arrive. We provided the Canada Post tracking number, buyer's signature and Canada Post confirmation of delivery. We still lost the claim! And to make the matter even worst, here is what the A-to-z claim team wrote "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 that the order was actually received by the customer, we will not count the claim against your Order Defect Rate" Now, HERE IS THE QUESTION. since even the A-to-z claim team agree "you provided sufficient information that proves that the order was actually received by the customer", then WHY this claim is granted and sell-funded!!?? We need to fund it from our own pocket? What is going on here? If the A-to-z claim team agrees with us that the order was actually received by the customer, then why still take our money? Please help
Unfair A-to-z claim 701-5233056-6122616, what is going on with Amaon A-to-z claim team.
@Ricardo_Amazon @Lucre_Amzn @Sunnie_Amazon @Christine_Amazon
Order# 701-5233056-6122616, Canada Post tracking history shown the parcel was delivered to the buyer and the buyer signed for it. The buyer still filed an A-to-z claim saying the package didn't arrive. We provided the Canada Post tracking number, buyer's signature and Canada Post confirmation of delivery. We still lost the claim! And to make the matter even worst, here is what the A-to-z claim team wrote "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 that the order was actually received by the customer, we will not count the claim against your Order Defect Rate" Now, HERE IS THE QUESTION. since even the A-to-z claim team agree "you provided sufficient information that proves that the order was actually received by the customer", then WHY this claim is granted and sell-funded!!?? We need to fund it from our own pocket? What is going on here? If the A-to-z claim team agrees with us that the order was actually received by the customer, then why still take our money? Please help
3 replies
Seller_EVV3dsqNWJ0Gb
Now, they denied our appeal without any explaination. Seller support is refuse to help. This is a robbery!
Christine_Amazon
Hello @ESPrice
Christine here from Amazon Forums.
I will bring your case to the team in charge, for them to review it.
Please know that while I can escalate your case internally, I can not guarantee any outcome.
As soon as I have more information, I will contact you through here.
Hope you have a great day!
Christine.
Christine_Amazon
Hello @Seller_EVV3dsqNWJ0Gb
Christine here.
The team in charge reviewed your case and based on the information provided they found out that the signature in tracking information does not belong to the customer.
For this reason they made the refund to the buyer on your behalf, however since the order was delivered within the Max Estimated delivery date and the signature was requested, the ODR impact has been removed.
The change should reflect within the next 48 hours.
Christine.
