Can a customer withdraw A-to-Z claim after final decision
We have had multiple A-to-Z claims for products that had late delivery, we provided tracking and updated info, they eventually got the product and wanted to keep the product but Amazon earlier made a final decision to refund the customer and affect our ODR. Is there a way the customer can do a withdraw AFTER it has had a final decision and/or is there an escaltion process we can do through?
Can a customer withdraw A-to-Z claim after final decision
We have had multiple A-to-Z claims for products that had late delivery, we provided tracking and updated info, they eventually got the product and wanted to keep the product but Amazon earlier made a final decision to refund the customer and affect our ODR. Is there a way the customer can do a withdraw AFTER it has had a final decision and/or is there an escaltion process we can do through?
3 replies
Quincy_Amazon
Hello @Seller_dXJGrDtsMsNGg
Thank you for posting your inquiry to the Forums.
You mentioned that you have received a claim and a delivery-related Claim. For context, you can respond to the claim and provide the following information:
- dispatch method
- proof of delivery
- tracking number
- customer’s delivery address
- customer’s signature confirmation
- carrier details
Please note that If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
For reference, Amazon provides A-to-z and SAFE-T claims protection against "Package didn't arrive" claims when all of the following criteria are met:
[1] Amazon has reimbursed the buyer for the undelivered package.
[2] The shipping label was:
- Purchased through Amazon Buy Shipping
- Designated as "Claims Protected" - The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased.
[3] The order was shipped on time. Timeliness is determined by the carrier's first scan, not by your shipment confirmation.
Please feel free to review the below help pages that provide additional detail on Amazon Buy Shipping:
For additional guidance on appealing the A-Z Claim, you can review the following help pages:
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
If you need additional assistance, please feel free to provide the related order ID number to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
