Amazon Buy Shipping - Steps to help customer file an A-Z claim
Has the process below changed for issues with delivery when using Amazon Buy Shipping? This is what I have that I provided my customer.
You may be eligible to request a refund under the A-to-z Guarantee if you have not received your package AND three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. NOTE: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund from Amazon.
How to Request an A-to-z Guarantee Refund:
To request a refund on an eligible order using a LAPTOP or DESKTOP device go to Your Orders
1 Locate your order in the list and click Problem with order.
2 Select “Package didn’t arrive” from the list.
3 Select Request refund.
4 Enter your comments in the text box.
5 Select Submit
NOTE: To receive the maximum refund allowed you need to select “Package didn’t arrive”.
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1 Call 8882804331 or use Amazon’s mobile app to connect to Customer Support.
2 Report that you “did not receive” your order.
3 Request a refund.
I have a customer that is having issues doing it and he contacted Amazon customer support and they stated the following: "Please do not misinform the customer regarding the AtoZ process for the refund. Please proceed with the refund on this order."
Customer is getting really frustrated.
Amazon Buy Shipping - Steps to help customer file an A-Z claim
Has the process below changed for issues with delivery when using Amazon Buy Shipping? This is what I have that I provided my customer.
You may be eligible to request a refund under the A-to-z Guarantee if you have not received your package AND three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. NOTE: Amazon also requires you to wait 48 hours after contacting the seller before you are eligible to request a refund from Amazon.
How to Request an A-to-z Guarantee Refund:
To request a refund on an eligible order using a LAPTOP or DESKTOP device go to Your Orders
1 Locate your order in the list and click Problem with order.
2 Select “Package didn’t arrive” from the list.
3 Select Request refund.
4 Enter your comments in the text box.
5 Select Submit
NOTE: To receive the maximum refund allowed you need to select “Package didn’t arrive”.
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1 Call 8882804331 or use Amazon’s mobile app to connect to Customer Support.
2 Report that you “did not receive” your order.
3 Request a refund.
I have a customer that is having issues doing it and he contacted Amazon customer support and they stated the following: "Please do not misinform the customer regarding the AtoZ process for the refund. Please proceed with the refund on this order."
Customer is getting really frustrated.
3 replies
Seller_GYBivd6QH6hzX
Yeah that's the correct process. Unfortunately Amazon customer support has effectively zero idea what they're doing, or how Amazon works, or what the Amazon policies are -they just want to get the customer off the chatline or phone as fast as possible- and for that matter, as far as I've been able to tell in many cases on a mobile device the initial "customer support agent" is just a chatbot and literally has no idea what's going on in the real world to begin with.
The template we use (and have never had an issue with) is virtually identical to yours except we make no reference to "maximum refund" since, let's be real, a lot of these INR claims are scams in any case; we also don't give the phone number because the odds of actually speaking to someone in any helpful way are slim to none. Otherwise, identical template I think:
Hi, thanks for reaching out! Tracking indicates that the package was delivered at *****; however both we and Amazon recommend that you wait at least 48 hours after showing delivery in case the package was scanned as delivered before it actually was, which happens fairly frequently. Please also check with household members and/or possibly neighbors to see if someone else accepted the package on your behalf.
If the package still has not arrived within 48 hours of delivery notification, then since this order was shipped using Amazon's own shipping service, you may file an A-to-Z refund using the following steps:
How to Request an A-to-z Guarantee Refund:
1. To request a refund on an eligible order using a LAPTOP or DESKTOP device go to Your Orders
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
5. Enter your comments in the text box.
6. Select Submit.
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1. Amazon’s mobile app to connect to Customer Support.
2. Report that you “did not receive” your order.
3. Request a refund.
NOTE: Refund requests can take up to one week to investigate. Amazon will notify you of their decision via the email address associated with your account.
