How do I escalate an A-Z Claim
We had Customer via order number 026-9299812-2925915 who bough a remote control and sent the order back.
However they sent a completely different remote control back to us which is faulty and clearly a number of years old kept our remote control.
We reported the buyer but were told an investigation was completed and we would not know the result.
They received a refund via and A-Z Claim and we now not only have lost our money but we have a received a defect. We appealed but the original decision was upheld even though we uploaded pictures of the item we received back.
We were also advised to file a Safe-T claim which of course you cannot do if there has been an A-Z claim.
Can a moderator help please as this clear buyer fraud.
How do I escalate an A-Z Claim
We had Customer via order number 026-9299812-2925915 who bough a remote control and sent the order back.
However they sent a completely different remote control back to us which is faulty and clearly a number of years old kept our remote control.
We reported the buyer but were told an investigation was completed and we would not know the result.
They received a refund via and A-Z Claim and we now not only have lost our money but we have a received a defect. We appealed but the original decision was upheld even though we uploaded pictures of the item we received back.
We were also advised to file a Safe-T claim which of course you cannot do if there has been an A-Z claim.
Can a moderator help please as this clear buyer fraud.
14 replies
Seller_ZVAz3d5lZuGid
This is a well known scam - customer buys a new product and returns their old one.
A moderator will only see your post f you tag them in - they do not read every single thread on the forum - only respond to tags.
Seller_GPLxAbyNPI33I
"We reported the buyer but were told an investigation was completed and we would not know the result."
How convenient. They will probably hide behind GDPR
I honestly think that Amazon don't take any action whatsoever against fraudulent buyers!
Does anyone have any evidence that goes against my thinking?
Seller_0kjDoOPggKt1x
No use escalating A-Z claim with Amazon, because it is a joke. Amazon is just aiding theft. We have had claims where we have provided tracking information with signatures upon delivery, but Amazon have still approved the claim and upheld their decision. It’s getting insane. Someone seriously needs to review the whole A-Z system as its getting out of hand.
@Julia_Amzn @Winston_Amazon @Ezra_Amazon
Seller_IQo80d99W2DzP
Can you Appeal again, or closed so cannot reply, if the latter, report on the MD email address.
Include a photo of the returned item, showing the serial number on it + a note next to it showing the serial number does not match the one supplied. Note the s/n of the one supplied and the one returned.
Amazon ALWAYS want a copy invoice of the item supplied showing the serial number you supplied.
We put on the Sellers notes the s/n of every item sold, so we just look that up and put on an invoice. ALWAYS include the invoice with an A-Z Claim, that way you are likely to win.
When the s/n does not match, Amazon should let you win the A-Z Claim, they often still fund it though!
Amazon 'should' also realise that an item is not 'as new' and then allow a partial refund, usually 50% is accepted by them (that is when the s/n matches.
You need to do a partial refund, within 48 hours of the parcel arriving back with you. Even if only 1% refund and photos uploaded. Or, if not your item, email the Buyer, with photos and the invoice to say not the serial number supplied, again within 48 hours, otherwise, they let the Buyer win even though they know it is fraud!
Seller_Tyg6LYEBO4ZyR
I had a similar problem a few months ago with an FBM order.
Buyer said the items were not delivered despite me having full tracking for 3 expensive parcels showing delivered. He then opened an A-Z claim and somehow won.....
Multiple emails to MD but all were ignored.
I have now stopped doing FBM.
Seller_B1w534NfJNA5B
@Roberto_Amazon @Spencer_Amazon @Simon_Amazon @Maja_Amazon @Sakura_Amazon_ @Ezra_Amazon @Sarah_Amzn @Maya_Amazon
