Seeking Advice on Handling A-to-Z Guarantee Claim
Hello everyone,
I’m reaching out to seek advice or suggestions regarding a recent issue with a customer who claims they did not receive their package. Here’s a timeline of what has happened so far:
Order ID: 113-4142523-8220266
January 27: The customer contacted us stating they did not receive their package and requested a refund. We provided them with the Proof of Delivery (POD) and a photo confirming the delivery. The delivery address shown on the POD is the same address the buyer provided when placing the order.
February 4: The customer responded, claiming the package was not delivered to their doorstep. Upon checking the POD and confirming with FedEx, we confirmed the package was delivered to the buyer's address. After carefully reviewing the delivery photo and further investigation using Google Maps, we discovered the package was left at the ground floor. We also offered to apply a discount as a gesture of goodwill if the buyer was willing to take the package upstairs.
Unfortunately, the customer has now filed an A-to-Z Guarantee claim, and Amazon has granted the full refund to the buyer. We’ve done our best to resolve this issue by providing all available information and offering compensation. However, FedEx left the package at random places rather than delivering it to the buyer's doorstep, which is out of our control. We should not be responsible for this claim. Now we have lost both the refund and our product.
Has anyone encountered a similar situation? Any advice on how to handle this would be greatly appreciated.
Thank you in advance for your help!
@Joey_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Rose_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Jameson_Amazon @Ricardo_Amazon@Danny_Amazon
Seeking Advice on Handling A-to-Z Guarantee Claim
Hello everyone,
I’m reaching out to seek advice or suggestions regarding a recent issue with a customer who claims they did not receive their package. Here’s a timeline of what has happened so far:
Order ID: 113-4142523-8220266
January 27: The customer contacted us stating they did not receive their package and requested a refund. We provided them with the Proof of Delivery (POD) and a photo confirming the delivery. The delivery address shown on the POD is the same address the buyer provided when placing the order.
February 4: The customer responded, claiming the package was not delivered to their doorstep. Upon checking the POD and confirming with FedEx, we confirmed the package was delivered to the buyer's address. After carefully reviewing the delivery photo and further investigation using Google Maps, we discovered the package was left at the ground floor. We also offered to apply a discount as a gesture of goodwill if the buyer was willing to take the package upstairs.
Unfortunately, the customer has now filed an A-to-Z Guarantee claim, and Amazon has granted the full refund to the buyer. We’ve done our best to resolve this issue by providing all available information and offering compensation. However, FedEx left the package at random places rather than delivering it to the buyer's doorstep, which is out of our control. We should not be responsible for this claim. Now we have lost both the refund and our product.
Has anyone encountered a similar situation? Any advice on how to handle this would be greatly appreciated.
Thank you in advance for your help!
@Joey_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Rose_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Jameson_Amazon @Ricardo_Amazon@Danny_Amazon
0 replies
Seller_4zBzdtgCyS9EI
First mistake
There are 3 options.
You purchased shipping from Amazon and it was received by the carrier on time. You ask the buyer to please open an A-Z claim as Amazon handles this shipment.
You purchased postage elsewhere and don't have signature confirmation. You need to refund the buyer.
You purchased postage elsewhere and DO have signature confirmation, you might as well refund the buyer, unless the value is great enough to fight an A-Z claim that you are unlikely to win and then go through a few weeks of appeals and headaches.
Seller_JQ2Dj853XJZRt
we have had some success in getting refunded A to Z claims by filing abuse
https://sellercentral.amazon.com/abuse-submission/form/buyer-abuse-refund
