Amazon A-Z Claims! Account soon to be at risk for deactivation.
So 1 more A to Z claim or 1 more negative feedback means my account will be at risk of deactivation. Which is causing me extreme stress & it feels very very unfair. I've got 4 defects on my ODR right now..
1. No prior contact from buyer, A to Z was raised, claim was granted in buyers favour, ODR impacted & Refund given - Amazon policy states customer should contact prior to opening a to z, policy is here .. https://sellercentral.amazon.co.uk/help/hub/reference/G27951 I've appealed and this one is still under review but i'm not feeling hopeful at all looking at other posts on here .. Order ID: # 205-6762944-6249126
2. This customer messaged me stating 'item not recieved' i replied back saying 'Hi, thanks for the message, the tracking number shows it was delivered on __ via ___ royal mail delivery office at 10am? Screenshots attached ... Then no reply from customer, straight to A to Z, A-Z granted, ODR effected, refund given. I've appealed and amazon upheld there decision. Order ID: # 202-5158853-4085954
3. Exactly the same scenario as number 2 ^ however in this A-Z claim the customer claimed they messaged me but i never messaged back which is a lie, i replied within 24 hours, same again tracking shows as delivered, customer didnt reply back to me and went straight to A-Z. Obviously it was granted, refund given, ODR impacted. I've appealed and this one is under review and i'll be very surprised if amazon grant my claim. Order ID: # 204-4694948-1590749
4. Customer left me negative feedback stating item never arrived on time
Number 4 is the only defect i agree with, the tracking number does not show anything as royal mail don't scan completely everything, so i can't prove when the item was delivered so that ones fair enough.
Main Issues:
1. Due to all the posts and threads on here atm there does seem to be a an error in the system somewhere which is allowing buyers to open A-Z claims without previous contact and granting them, this is against amazon policy and there has been no policy update, there's been no announcements and no acknowledgement to this error
2. This is my biggest issue.. and i can't wrap my head around how this fair in the slightest, a customer messages me stating 'Item Not Recieved' ... i then check the tracking number and see it has been delivered, so obviously i'll message the customer back being polite explaining the tracking number shows it has been delivered , so now because the customer has contacted me only once they now have that ability to go straight to A-Z claim, regardless of what i reply!!?? Why is amazons system not forcing them to reply to my message before opening an A-Z claim so i can rectify it?
So in as many words, when a customer messages saying 'Hi item not recieved' and the tracking / delivery scan shows it's been delivered, i now feel forced to refund without even replying to the buyer? Because if i reply stating 'Hi, thanks for the message, sorry to hear your order has not arrived, i've just checked the tracking and it shows it was delivered on friday at 10.10 via scunthorpe delivery office? Screenshots attached' .. they can then just easily not reply and go straight to an A-Z claim, which they'll be given the refund straight away and i'll get a defect on my account.... i don't see how this fair at all???
So 1 more A-Z or negative feedback in the next 5 weeks will mean my accounts at risk of deactivation, also i usually only get 1 or 2 A-Z claims per year and i now have 3 in one month seems very strange.
Stress levels on amazon are extremely high right now....
Amazon A-Z Claims! Account soon to be at risk for deactivation.
So 1 more A to Z claim or 1 more negative feedback means my account will be at risk of deactivation. Which is causing me extreme stress & it feels very very unfair. I've got 4 defects on my ODR right now..
1. No prior contact from buyer, A to Z was raised, claim was granted in buyers favour, ODR impacted & Refund given - Amazon policy states customer should contact prior to opening a to z, policy is here .. https://sellercentral.amazon.co.uk/help/hub/reference/G27951 I've appealed and this one is still under review but i'm not feeling hopeful at all looking at other posts on here .. Order ID: # 205-6762944-6249126
2. This customer messaged me stating 'item not recieved' i replied back saying 'Hi, thanks for the message, the tracking number shows it was delivered on __ via ___ royal mail delivery office at 10am? Screenshots attached ... Then no reply from customer, straight to A to Z, A-Z granted, ODR effected, refund given. I've appealed and amazon upheld there decision. Order ID: # 202-5158853-4085954
3. Exactly the same scenario as number 2 ^ however in this A-Z claim the customer claimed they messaged me but i never messaged back which is a lie, i replied within 24 hours, same again tracking shows as delivered, customer didnt reply back to me and went straight to A-Z. Obviously it was granted, refund given, ODR impacted. I've appealed and this one is under review and i'll be very surprised if amazon grant my claim. Order ID: # 204-4694948-1590749
4. Customer left me negative feedback stating item never arrived on time
Number 4 is the only defect i agree with, the tracking number does not show anything as royal mail don't scan completely everything, so i can't prove when the item was delivered so that ones fair enough.
Main Issues:
1. Due to all the posts and threads on here atm there does seem to be a an error in the system somewhere which is allowing buyers to open A-Z claims without previous contact and granting them, this is against amazon policy and there has been no policy update, there's been no announcements and no acknowledgement to this error
2. This is my biggest issue.. and i can't wrap my head around how this fair in the slightest, a customer messages me stating 'Item Not Recieved' ... i then check the tracking number and see it has been delivered, so obviously i'll message the customer back being polite explaining the tracking number shows it has been delivered , so now because the customer has contacted me only once they now have that ability to go straight to A-Z claim, regardless of what i reply!!?? Why is amazons system not forcing them to reply to my message before opening an A-Z claim so i can rectify it?
So in as many words, when a customer messages saying 'Hi item not recieved' and the tracking / delivery scan shows it's been delivered, i now feel forced to refund without even replying to the buyer? Because if i reply stating 'Hi, thanks for the message, sorry to hear your order has not arrived, i've just checked the tracking and it shows it was delivered on friday at 10.10 via scunthorpe delivery office? Screenshots attached' .. they can then just easily not reply and go straight to an A-Z claim, which they'll be given the refund straight away and i'll get a defect on my account.... i don't see how this fair at all???
So 1 more A-Z or negative feedback in the next 5 weeks will mean my accounts at risk of deactivation, also i usually only get 1 or 2 A-Z claims per year and i now have 3 in one month seems very strange.
Stress levels on amazon are extremely high right now....
28 replies
Seller_mFUCwL9EwZc6Y
Same here I've had three in the last week without any prior contact.
Something must've changed behind the scenes at amazon that they haven't communicated with us yet.
Seller_4AYDPBgxe3aZm
The one without any contact. What was the reason for claim and how was it sent as the A to Z policy does say that they will allow claims without contact under some circumstances.
realistically knowing the Bots this means all the time.
Seller_TufyJDtetbrlU
That's this one, just came through as normal A-Z in my emails....
Granted when i check the delivery scan on this one, nothing shows. But if i've not been contacted then there was no way i could of resolved it. If i had been messaged i would of checked tracking number, seen it says 'we will update tracking details when...'' and then i would of offered a refund or replacement. So this one should certainly be removed from my ODR.
Seller_ZJhFeE3tNKzfh
Yeah, they said that about the issue with claiming for lost returns when an Amazon Prepaid Return Label has been used. Its been a good year at leaast with no resolution on that.
Seller_ZJhFeE3tNKzfh
Someone has just pointed out on another thread that Amazon have indeed added a recent Note to their About A-Z Claims page.
Note: In circumstances where the item has been delivered, but not received by the customer, a Claim may be granted in the customer’s favour and debited from your account to preserve the customer experience. You are able to request an appeal of this decision if you have documentation to demonstrate that the item was received by the customer.
This may indeed explain the recent increase in A-Z Claims with no customer contact.
Seller_Fg2fqaWOnEtha
When it shows delivered, I reply with all the tracking information, ask them to double check and tell them to come back to me, if it hasn't been received I will refund them and start an official complaint with RM. Most of the time I never see them again. When it hasn't been delivered I see what they are like first and if they have been sent from Amazon, because it looks like if the issue is not solved in 48 hours they tell the customer to start an A-Z. Over the weekend I had the most obnoxious customer ever, and I decided to just refund them to get rid of them. I know, I know I shouldn't, but it was Saturday evening and my mental health matters.
Seller_bzRkeDMMsE3Is
I usually add on to the end of my appeals something like, 'Order dispatched on time and in perfect condition, using shipping purchased from Amazon, so I cannot understand how this can possibly be my fault and affect my ODR?' More often than not they then change the ODR impacted from Yes to No, although I seldom get the money back.
