Unfair A - Z Claim
Hello,
@JiAlex_Amazon @Ricardo_Amazon @Lucre_Amzn
We're writing to express concern about an unfair A-Z claim on order 701-7506791-6187412.
We've always prioritized providing customers the best shopping experience; however, the number of unfair claims being granted over time is of great concern.
Here's a typical example (701-7506791-6187412): customer receives an item, tracking, and Canada Post confirms the customer received the item, but the customer still went ahead to file an A-Z claim, which was granted easily in favour of the customer.
Amazon A-Z Team stated: "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."
Shortly after our account was debited and customer was credited. We already appealed to no avail.
Since Amazon agrees/confirms we have provided sufficient information that proves the customer actually received the order, then why was this claim granted and our account debited?
We're requesting a more detailed review of this unfair claim. Thank you
Unfair A - Z Claim
Hello,
@JiAlex_Amazon @Ricardo_Amazon @Lucre_Amzn
We're writing to express concern about an unfair A-Z claim on order 701-7506791-6187412.
We've always prioritized providing customers the best shopping experience; however, the number of unfair claims being granted over time is of great concern.
Here's a typical example (701-7506791-6187412): customer receives an item, tracking, and Canada Post confirms the customer received the item, but the customer still went ahead to file an A-Z claim, which was granted easily in favour of the customer.
Amazon A-Z Team stated: "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."
Shortly after our account was debited and customer was credited. We already appealed to no avail.
Since Amazon agrees/confirms we have provided sufficient information that proves the customer actually received the order, then why was this claim granted and our account debited?
We're requesting a more detailed review of this unfair claim. Thank you
1 reply
Seller_7LrAV0m5llaI7
No no no....
Amazon agrees/confirms that the courier delivered the order, but Amazon never agreed/confirmed that the customer actually received the order. They confirm you shipped it on time, so they didn't count the claim against your ODR.
You as the seller are responsible until the order is in the customer's hands. That is Amazon policy. If your courier left it outside and you paid for a signature and got stolen, or misdelivered it, it is not Amazon's fault. You would be going after the courier's insurance to get your money back.
