Amazon Grant the A-Z Claim, even thought the customer said they received the products
We received an A-to-Z claim from the customer, who stated they did not receive the order.
The freight company shipped this order.
The freight carrier's tracking information showed that the carrier called the customer to schedule the delivery and delivered this order on time. (The customer provided us with her direct phone number before shipping.)
Then we called the customer. The customer told us they received this order and wanted to cancel the refund. The carrier's signature on the proof of delivery is "Dxxxx," which is the name of the customer's husband.
However, Amazon still granted an A-to-Z Guarantee claim of $1,302.41 on this order and debited the amount from our account.
I want to ask Amazon: Did you contact the customer before making the claim decision??????
Who can help me to get my money back?
Amazon Grant the A-Z Claim, even thought the customer said they received the products
We received an A-to-Z claim from the customer, who stated they did not receive the order.
The freight company shipped this order.
The freight carrier's tracking information showed that the carrier called the customer to schedule the delivery and delivered this order on time. (The customer provided us with her direct phone number before shipping.)
Then we called the customer. The customer told us they received this order and wanted to cancel the refund. The carrier's signature on the proof of delivery is "Dxxxx," which is the name of the customer's husband.
However, Amazon still granted an A-to-Z Guarantee claim of $1,302.41 on this order and debited the amount from our account.
I want to ask Amazon: Did you contact the customer before making the claim decision??????
Who can help me to get my money back?
1 reply
Quincy_Amazon
Hello @Seller_Z8U1y9VvgVLkc
Thank you for posting your inquiry to the Forums.
I understand that you received a deliver-related claim. When you ship on time using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery related claims (as long as you respond to customer inquiries within 48 hours)
If Amazon grants a claim in favor of a customer, you have 30 calendar days to appeal, provide new information, and request further investigation. Amazon will re-investigate claim and following investigation on the appeal, Amazon will decide whether or not to reverse the initial decision, in whole or in part. which may include reversing impact to your ODR or reimbursing you for the refund amount.
For delivery related claims, you can appeal and provide the following information:
- dispatch method
- proof of delivery
- tracking number
- customer’s delivery address
- customer’s signature confirmation
- carrier details
You mentioned that the buyer wanted to cancel the claim. I would suggest also including this in your appeal, including buyer-seller messages where the buyer noted that they would like to cancel the refund.
I have included some help pages below that provide additional detail on Amazon's A-Z Claims for your reference if needed:
Amazon’s A-to-z Guarantee claims
Appeal an A-to-z Guarantee claim
How to respond to an A-to-z Guarantee claim
Prevent an A-to-z Guarantee claim
Please feel free to provide an update to this thread if you need additional assistance.
Regards,
Quincy_Amazon
