A-Z Claim
A customer opened an A-Z claim because her parcel didn't arrive and the next day her parcel arrived. Amazon had immediately refunded her the whole amount and the customer sent us a message assuring us that she received her parcel and what should she do?
How can I receive my money back?
A-Z Claim
A customer opened an A-Z claim because her parcel didn't arrive and the next day her parcel arrived. Amazon had immediately refunded her the whole amount and the customer sent us a message assuring us that she received her parcel and what should she do?
How can I receive my money back?
2 replies
Seller_7UdI0hVdHh441
you should be able to appeal the decision, might not win but it’s definitely worth a try. Sometimes I feel like the a to z option is available too early. Sometimes a package does get delayed by no fault of the seller. Sorta unfair to allow a customer to open a claim while it’s still in transit and looks to be moving.
Rose_Amazon
Hi @Seller_318jiJZ3KfF5y,
Thanks for the post. Glad to see that you had an honest buyer.
I agree with @User1's advice to submit an Appeal an A-to-z Guarantee Claim.
To appeal a claim:
1. From the Performance menu, select A-to-z Guarantee Claims.
2. Click the Option to Appeal tab, find the relevant Claim, and select Appeal decision.
3. Enter your comments in the text box and include any information that may help us better understand the Claim and your position on why the original decision was incorrect.
4. Select Submit.
If Amazon grants a claim in favor of a customer (automatically or post investigation), you have 30 calendar days to appeal, provide new information, and request further investigation. Amazon will re-investigate claim, using all available information (including new information provided) and may request additional information from you.
If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your ODR cannot be reversed.
Best regards,
Rose_Amazon
