Amazon's A-Z Claims is one Amazon's worst policy
Amazon's A-Z claims policy is really disappointing. They ignore the facts and blindly please buyers and ignore sellers. As long as the customer submits A-Z, they will refund the customer almost 100% . And they can't get in touch. No matter what information we provide, they don't seem to see it.
There have been two A-Z cases recently.
The first order, a set of bedroom set worth $4,000, was delayed because we received a wrong sell phone number. On the day the customer submitted A-Z, the trucking company delivered the order Because of the damage item, we reissued the replacement to the customer, but Amazon ignored all evidence and refund all $4,000 to the customer because we did not deliver it within the estimated delivery date.
The second order, because we are selling furniture, all products are shipped by truck. Some truck companies have not cooperated with Amazon and cannot be tracked by the system. However, we provided the name of the truck company and the tracking link. This order was delivered before the delivery date, but it was still refunde, Amazon reason is the customer claimed an issue with delivery and the tracking information you provided was either insufficient or the order was not actually received by the customer.
A-Z claims policy is really dark, unfair and disappointing. Two orders made all our efforts for a month come to naught.What’s the point of continuing to sell on Amazon?
3 replies
Seller_tOpHZVwOHK3LW
Our delivery delays are our fault and we can offer discounts. But the customer has fully received the order and accepted our replacement, why should the full amount be refunded to the customer. How is this different from robbery!
2nd order，112-7125751-0501855
Policy states: To be eligible for Amazon's A-to-z Guarantee, you must first contact the seller directly and allow them 48 hours from your first message to provide you with an acceptable resolution.
Please see the buyer and seller records. Has the customer contacted us? No! Absolutely not! What a joke!
Does Amazon’s policy tell all sellers to get out?
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Seller_PYYt4A1H47Xr2
I am also suffering from this issue. Unfortunately, as you said, I am in favor of refunding the money in a dust complaints after examining the complaint in detail and communicating with the seller. In this way, we can prevent sellers who are not guilty of any crime from being victimized.
Tatiana_Amazon
Hi @Seller_tOpHZVwOHK3LW,
Tatiana from Amazon here. I do understand your frustration with the outcome of these claims so I wanted to go provide some information on how you can prevent these types of claims.
- I do realize you are shipping furniture, but wherever possible, I would suggest utilizing Amazon Buy Shipping services. This is the best way to ensure you are protected against these kind of claims. When shipping is purchased through a third party Amazon is unable to cover any issues with non-delivery or damage to a delivery.
- Ensure you are meeting ship by dates and maximum estimated delivery dates. Buyers are granted a claim automatically (whether they reach out for a refund or not) if the order does meet the expected ship dates.
- If a replacement is being requested, ensure that the buyer requests the replacement through the original order when requesting a return. This will ensure a replacement order with it's own order ID is placed into the system so we might track this. If order 112-7125751-0501855 had an associated replacement order ID, I would suggest appealing your A-to-Z claim and providing that replacement order ID and the tracking. You can learn more about replacement orders here.
Finally, I would suggest visiting this help page on preventing A-to-Z claims to learn more about the best practices you can adopt in order to help protect yourself from these claims.
Tatiana
