A-z claim lost shipment but later delivered?
i believe there was an change on the A-z policy but I can't find it and goggle isn't bringing up. I had an a-z claim for a lost package, however it was delivered after about 2 weeks. Isn't there a new policy where Amazon will ask the buyer to return the item or charge them again?
A-z claim lost shipment but later delivered?
i believe there was an change on the A-z policy but I can't find it and goggle isn't bringing up. I had an a-z claim for a lost package, however it was delivered after about 2 weeks. Isn't there a new policy where Amazon will ask the buyer to return the item or charge them again?
39 risposte
Seller_4zBzdtgCyS9EI
Yes, it is suppose to be automatic and I believe it when I see it.
Roberto_Amazon
Hello All!
Just checking in here to let you know that I am engaging with our A-Z Claims team for clarification on this.
I will make sure to update this thread once I have further details.
Best,
Roberto
Seller_Cv0oubTqrgsud
We have had a similar case very recently. The customer has not responded to Amazon's request. Now that our appeal window has closed, we have yet received any reimbursement and the A-to-z claim has not been removed from the ODR metrics either. We are still waiting. Maybe it takes time.
Seller_4zBzdtgCyS9EI
No to what?
They have the option to return the item or get re-charged. If of course they claim they never got it then it's a different case, because this is only about refunded delayed deliveries.
Seller_iDD9b1SV65vS0
Some A to Z team members are poorly trained and so incompetent, they make decision without reading details about the cases even though it will take them 4 mins to find facts, they harm many vitals process of Amazon ex' Customer requesting Replacement"
Seller_NTtgyr4S9sRAA
I was looking for this, because it happened to me. Didn't know about the policy change. Not only did the customer keep it (and get recharged) BUT the ODR metric hit got removed.
This is great, and the first seller>buyer change I have seen Amazon do in... a long long time.
Roberto_Amazon
Hello All, and thanks to @Seller_TD8kClMwLYBMd for bringing this topic to discussion.
After discussing this issue with our A-Z Claims team, they confirmed they have started a new initiative for Late deliveries claims, this applies to all Seller in the US and was announced via Seller central with the following banner in case it was missed:
"We recognize that sometimes late deliveries happen. If a refund has already been issued for an A-to-z Guarantee claim and the item was delivered within 30 days of the A-to-z Guarantee claim refund date, we will now email the customer on your behalf and request them to either return the item or cancel the refund issued. You don’t need to appeal the claim or message the customer separately, but do keep an eye on the return request and emails from us for updates on the decision. To help avoid claims, please ensure you are always following Amazon’s policies on fulfillment and returns, including shipping on time with a valid tracking number."
I am already seeing a lot of positive comments with this initiative, for the time being, no actions are needed from your end on these type of claims, the investigation is automated and all decisions/updates would be notified through standard channels.
Hope this helps.
Roberto
Seller_iDD9b1SV65vS0
If you bought the shipping label from amazon, try to appeal and tell them that it was delivered
Seller_6bsxKLlsfgTmU
Yes, they said that but you know it wouldn't be Amazon if they don't make you get stressed and spend a lot of time dealing with an issue.
Seller_TD8kClMwLYBMd
update everyone!! I just checked for an update on the A-z claim, and guess what? The appeal date ran out...like I mentioned before I couldn't appeal it because Amazon was apparently waiting on the customer to get back to them to either be recharged or return the item.. haha. They really expect customers to respond?
Absolutely horrible company!!
