Buyer confirmed received the order on time in message centre, Amazon still granted the A-to-Z claim.
Hi,
A buyer placed a order 112-6271833-6593042 on 6/20, the order was delivered on 6/26, buyer opened an A-to-Z claim "Package didn't arrive" on 6/30.
Amazon granted the claim and counted the claim against our ODR.
We messaged buyer to check if his family members or neighbors received the package on 6/30. Buyer replied our message on 7/5 and said his son received the package but did not tell him.
We then appealed the A-to-Z claim, Amazon denied our appeal and said we did not reply buyer's message within 48 hours so they hold their decision.
We found there is one message from the buyer on 6/19 at 10:32PM which is one day before he placed the order and asked us if we can offer 30 cents discount, the item is $69.5. Yes buyer asked for 30 cents discount. So we thought it is a joke, so we chose "No response needed" 6/20 morning, buyer did not place the order at that time.
It does not make sense when A-Z team consider that a message sent before buyer placed the order as a non-response message and buyer confirmed he received the package in message centre.
Can any mod help us?
Thank you
Buyer confirmed received the order on time in message centre, Amazon still granted the A-to-Z claim.
Hi,
A buyer placed a order 112-6271833-6593042 on 6/20, the order was delivered on 6/26, buyer opened an A-to-Z claim "Package didn't arrive" on 6/30.
Amazon granted the claim and counted the claim against our ODR.
We messaged buyer to check if his family members or neighbors received the package on 6/30. Buyer replied our message on 7/5 and said his son received the package but did not tell him.
We then appealed the A-to-Z claim, Amazon denied our appeal and said we did not reply buyer's message within 48 hours so they hold their decision.
We found there is one message from the buyer on 6/19 at 10:32PM which is one day before he placed the order and asked us if we can offer 30 cents discount, the item is $69.5. Yes buyer asked for 30 cents discount. So we thought it is a joke, so we chose "No response needed" 6/20 morning, buyer did not place the order at that time.
It does not make sense when A-Z team consider that a message sent before buyer placed the order as a non-response message and buyer confirmed he received the package in message centre.
Can any mod help us?
Thank you
11 replies
Seller_zGoDlPZLneGhF
Crazy, did you use the "Buy Shipping" Portal to purchase the label or did you purchase it off site?
Seller_lCX40xAkSs1xm
The message about the 30 cents was on purpose so they could continue their path to win the A to Z claim.
Likely a drop ship scammer.
Seller_SJRMV3s4mNrFA
Wow, a NEW scam. Just claim you didn't notice on your porch until a couple days AFTER it was to be delivered...instant refund and keep the item.
Danny_Amazon
Hello @Seller_adTxaa79QM905- thanks for the post. As a best practice, I would recommend responding to all customer messages, even if they are requesting out of policy, low dollar concessions, to both provide the best customer experience possible while also helping to avoid claim situations like this.
That said, as the situation described does not indicate the message from this customer was related to delivery nor product issues, which do need to be responded to within 48 hours per the A-to-z Guarantee policy, I did surface this internally to request some further review. While investigations of this nature can take some time, I'll be sure to share any updates I am made aware of when possible!
Thanks,
Danny
