A-Z claim uphold after appeal even though buyer confirms goods found/received.
Buyer's goods were delivered to them however it was left at the safe place on their absence. Customer emailed to us that they did not get their parcel. We then messaged them the photo and the POD to show them where to find their parcel. However there was no response from them and the next we see was A-Z claim landed in our account.
We then called up the customer and asked them to see their buyer/seller messages and safe place to find the parcel. They then found the parcel and emailed us back with the confirmation that the parcel was received.
Our A-Z claim appeal stated with the tracking proof and timeline of buyer/seller communication and customer's confirmation by message that the parcel is found, however our appeal was upheld with the below reason
Why was my appeal denied?
We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery.
We believe this is a daylight robbery from Amazon for not reversing the a-z claim even though clearly customer is saying they found their parcel.
@Julia_Amzn , @Sarah_Amzn , @Ezra_Amazon , @Winston_Amazon please help us reverse the A-Z claim refund and ODR on our account
Order# 026-2865497-3084341
A-Z claim uphold after appeal even though buyer confirms goods found/received.
Buyer's goods were delivered to them however it was left at the safe place on their absence. Customer emailed to us that they did not get their parcel. We then messaged them the photo and the POD to show them where to find their parcel. However there was no response from them and the next we see was A-Z claim landed in our account.
We then called up the customer and asked them to see their buyer/seller messages and safe place to find the parcel. They then found the parcel and emailed us back with the confirmation that the parcel was received.
Our A-Z claim appeal stated with the tracking proof and timeline of buyer/seller communication and customer's confirmation by message that the parcel is found, however our appeal was upheld with the below reason
Why was my appeal denied?
We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery.
We believe this is a daylight robbery from Amazon for not reversing the a-z claim even though clearly customer is saying they found their parcel.
@Julia_Amzn , @Sarah_Amzn , @Ezra_Amazon , @Winston_Amazon please help us reverse the A-Z claim refund and ODR on our account
Order# 026-2865497-3084341
11 risposte
Seller_ZVAz3d5lZuGid
I wonder how many more times we need to say that the A-z system is totally flawed and not fit for purpose ? - will they EVER listen ?
Angie_Amazon
Hello @Seller_p940Jehgj1NWn,
Thank you for sharing the order ID affected. I was able to review the information mentioned and send it to the A-Z team for a re-investigation.
Please have in mind that the re-investigation does not assure a different outcome from the one already received.
I'll keep you posted on any update.
Regards,
Angie 🌼
Seller_p940Jehgj1NWn
Hi Angie
I agree with others in that the A-Z claim and its review system is totally flawed. Why does Amazon not take into consideration the delivered goods with POD photos? Also is the reappeal system manually done or through robots?
Clearly customer is confirming in the buyer/seller messages (in writing) that they have found the goods and received it. Then why do not your trained staff not see that? What is the point of reappeal system if they are ignoring the details and doing their job properly?
Angie_Amazon
Hello @Seller_p940Jehgj1NWn,
Thank you for your feedback regarding the A-Z claim process and review system. I appreciate you taking the time to share your concerns about how claims are handled, including considerations of proof of delivery and buyer/seller communications.
This feedback will be passed along to the appropriate teams for review as we continually work to improve our services and processes.
As soon as I have word from your case, I'll be informing you.
Happy holidays!
Regards,
Angie 🎄
Seller_p940Jehgj1NWn
Hi Angie,
Thanks for solving the issue. The claim has been reversed.
Angie_Amazon
Hello @Seller_p940Jehgj1NWn,
I'm happy to know you have already seen the claim reverted. More than welcome.
Wishing you happy holidays!
Regards,
Angie 🎆
Seller_p940Jehgj1NWn
Hi @Angie_Amazon,
I see we have received email stating below, but we have still not receive the credit on our account. Can you please check this?
"Thank you for taking the time to provide us with the additional information regarding the A-to-z Guarantee claim on the order 026-2865497-3084341. Upon further review, we have decided to reverse our original decision. We have credited GBP 10.21 to your account and your order defect rate will be updated within 48 hours to reflect this change."
Angie_Amazon
Hello @Seller_p940Jehgj1NWn,
I have reviewed the information and there is nothing to worry, the claim remains in your favour, and it appears the email was a late confirmation.
Regards,
Angie 🪷
Seller_p940Jehgj1NWn
Hi, but we have not received any credit of GBP 10.21 in our account.
Angie_Amazon
Hello @Seller_p940Jehgj1NWn,
To find the credit on your account you need to go to Seller Central > Payments > Transaction view, then in Transaction type you enter “Other” and in the date enter December 27th. You can also click here.
Regards,
Angie ☄️
