A to z claim for late delivery. What happen if customer never responds
Went to appeal an a to z claim for an item that was delivered.
"We recently detected that this order was delivered to the customer after the initial claim was granted because the order was in transit and not delivered by the estimated delivery date. Based on the recent tracking signal, we have reached out to the customer requesting to either: (1) reverse the refund; (2) return the item back to you; or (3) confirm non-receipt of the order. We will let you know after hearing back from the customer. There is no need to appeal this claim for now while we wait to hear back from the customer."
What happens if the customer never responds to amazons inquiry? We are just out of luck?
Is there a way to remove late deliveries from our order defect rate if the customer received their item?
Either reverse the refund or remove the order from our order defect rate and let the buyer keep the item for free.
Any helpful feedback is appreciated (Please don't say "make sure your orders are delivered on time" as this is a given)
A to z claim for late delivery. What happen if customer never responds
Went to appeal an a to z claim for an item that was delivered.
"We recently detected that this order was delivered to the customer after the initial claim was granted because the order was in transit and not delivered by the estimated delivery date. Based on the recent tracking signal, we have reached out to the customer requesting to either: (1) reverse the refund; (2) return the item back to you; or (3) confirm non-receipt of the order. We will let you know after hearing back from the customer. There is no need to appeal this claim for now while we wait to hear back from the customer."
What happens if the customer never responds to amazons inquiry? We are just out of luck?
Is there a way to remove late deliveries from our order defect rate if the customer received their item?
Either reverse the refund or remove the order from our order defect rate and let the buyer keep the item for free.
Any helpful feedback is appreciated (Please don't say "make sure your orders are delivered on time" as this is a given)
0 risposte
Tatiana_Amazon
Hi @Seller_P5ne3pUATVDfG,
At this point the A-to-Z claims team is attempting a deeper investigation of the claim before you are required to appeal. In this case, they recognize that the shipping confirmation has confirmed delivery and would like to verify with the customer that they did in fact receive the item.
If the customer does not respond to the inquiry, you will either have the chance to still appeal, or the claim will be closed without refund to the customer (this depends on a few factors).
I would suggest waiting for next steps from the claims team. If you still need help once you have those, let me know and I'll take a closer look.
Tatiana
