A-Z claim - appeal rejected even though i used their shipping and it is lost ??
Hi all,
guidance needed please.
Received auto A-Z in favour of buyer for non-delivery of item/dispatched late
Responded with all tracking and "appealed" explaining ITEM LOST/NOT ATTEMPTED DELIVERY, not dispatched late, so whilst we take the hit on money, we shouldnt be taking the hit on ODR as well??
Response - nope, claim stands, everything stands and will remain on ODR.
Now........ no link or option to appeal and say ... hold on....your own policy states it!
really stressful.
thanks
A-Z claim - appeal rejected even though i used their shipping and it is lost ??
Hi all,
guidance needed please.
Received auto A-Z in favour of buyer for non-delivery of item/dispatched late
Responded with all tracking and "appealed" explaining ITEM LOST/NOT ATTEMPTED DELIVERY, not dispatched late, so whilst we take the hit on money, we shouldnt be taking the hit on ODR as well??
Response - nope, claim stands, everything stands and will remain on ODR.
Now........ no link or option to appeal and say ... hold on....your own policy states it!
really stressful.
thanks
10 replies
Seller_ZJhFeE3tNKzfh
many, many threads stating the same.
Amazon just don’t care, a-z team appear to now basically consist of a spinning lottery wheel with 90% of the outcomes being you lose and the other 10% you win because “of your customer obsession”
Seller_IQo80d99W2DzP
Amazon A-Z: Heads I win: Tails you lose!
You can raise as a Case with SS, but you probably won't get anywhere.
MD email is the best way, but try SS first,so all avenues tried.
As you say it is supposed to be when using Buy Shipping, the A-Z Claim is not supposed to caount against the Seller, but that keeps happening (several threads over many months).
@Winston_Amazon- maybe Amazon need to resolve all with A-Z as lots of Sellers with this same issue.
Even when not Buy Shipping, really as long as proof given then it 'should' not count against the Seller. But, as Buy Shipping used, then definitely abide by Amazon's own terms and not count as a defect.
Questions:
Was the A-Z Claim auto refunded, and/or did you contact Amazon anyway.
Why did it show Dispatched Late? (was that corrrect, and how late, or just the courier did not scan the collection, or their fault for late collection, etc)
Which courier, and any information from them?
Did the Buyer contact you before an A-Z Claim, and how long inbetween?
Seller_Fg2fqaWOnEtha
I agree, especially when the item is marked as delivered with a photo as proof. Why are sellers responsible if someone is not honest (be it the courier, the buyer or someone who saw a large letter sticking out from the letter box and took it)? Ideally they shouldn't even refund but affecting the ODR is adding insult to injury, by saying that the seller should be penalised for doing something wrong. We can't do anything wrong for things we have absolutely no control.
Seller_W0UadCH7lVBVG
@Maja_Amazon
@Julia_Amazon
@Julia_Amzn
@Winston_Amazon
Maja / Julia / Julia / Winston, are you able to help this fellow seller who is experiencing the same frustrating grievance with Amazon AZ policy?
This is yet another case where Amazon are not sticking to policy to protect sellers if they use Amazon Buy Shipping, thats how it was sold to us.
Thanks in advance
Seller_1b2UJfOrEp7MC
really stressful for sure , i have this a lot and even though all information including pictures , GPS and tracking provided they always always go in favour of the buyer .
Sorry for your stress , unfortunately i think this is one of amazons huge week spots for sellers .
Seller_B245x6YXlguH2
It's frustrating. I don't understand why the system can't be set to work within their own policy.
We just quote the policy and link to the reference in our appeals only, 9/10 they remove the strike:
"A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims."
https://sellercentral.amazon.co.uk/help/hub/reference/G200202220
Seller_XFH5a9uW8sEko
It is not only A-Z issues mate, These are all over, same no policies followed when deciding chargeback claims, SAFE T claims. The teams are deciding whatever they want they do not care their own policies and no replies after the case is decided. Simple shh be quiet no need to tell us what the polices are.
Seller_UrzY0G1pLDjag
We have stopped using Amazon buy shipping as it turns out that 5there is no extra seller protection.
We bought many labels from Amazon, which were posted on time and then arrived late (Royal Mail) and the customer then claimed A-Z for a refund and kept the goods.
Amazon is lying when they say you are protected if you buy shipping labels through them as this certainly isn't the case.
