Questions Regarding an A-to-Z Claim
Hey everyone,
Been selling on here 15+ years. It's probably been 12 years since my last A-to-Z claim. Any problems I've had along the way I've been able to work out with the customer in some form or fashion. One came through last night and I just had some questions that I figure could be answered here instead of opening up a case with Seller Support and being given cut and paste responses.
I shipped the customers book on time using Amazon's buy shipping. Unbeknownst to me, the book never arrived. Tracking seems to stop dead on 2/9 with no further updates. It is an inexpensive, low-dollar book so there is no signature confirmation purchased or anything like that. I didn't hear from the customer about this. Last night I get an email from Amazon that they have approved her A-to-Z claim and she has been refunded. Only then did I check the tracking and notice the issue during shipment. My metrics have been dinged, but I'm okay at 0.58% Defect since it is my only issue.
I may be confused, but I thought that the process worked differently. I thought Amazon made us aware an A-to-Z has been filed and then we got 48 hours to respond and try to work it out with the buyer? If the buyer had contacted me, I would have refunded them without issue. I was never given any opportunity to deal with the situation. Clearly, it is a post office issue, though. So I don't understand why I'm being dinged for it? Is there anything I can do? I was thinking of doing a call with Account Health.
Like I said at the beginning, I've been selling here a long long time, but I've only had one other A-to-Z claim like this and it was a long time ago. If I'm mistaken, and that's just the way the cookie crumbles. Cool. Good to know. Just wanted to make sure.
Appreciate your time everyone!
William
Questions Regarding an A-to-Z Claim
Hey everyone,
Been selling on here 15+ years. It's probably been 12 years since my last A-to-Z claim. Any problems I've had along the way I've been able to work out with the customer in some form or fashion. One came through last night and I just had some questions that I figure could be answered here instead of opening up a case with Seller Support and being given cut and paste responses.
I shipped the customers book on time using Amazon's buy shipping. Unbeknownst to me, the book never arrived. Tracking seems to stop dead on 2/9 with no further updates. It is an inexpensive, low-dollar book so there is no signature confirmation purchased or anything like that. I didn't hear from the customer about this. Last night I get an email from Amazon that they have approved her A-to-Z claim and she has been refunded. Only then did I check the tracking and notice the issue during shipment. My metrics have been dinged, but I'm okay at 0.58% Defect since it is my only issue.
I may be confused, but I thought that the process worked differently. I thought Amazon made us aware an A-to-Z has been filed and then we got 48 hours to respond and try to work it out with the buyer? If the buyer had contacted me, I would have refunded them without issue. I was never given any opportunity to deal with the situation. Clearly, it is a post office issue, though. So I don't understand why I'm being dinged for it? Is there anything I can do? I was thinking of doing a call with Account Health.
Like I said at the beginning, I've been selling here a long long time, but I've only had one other A-to-Z claim like this and it was a long time ago. If I'm mistaken, and that's just the way the cookie crumbles. Cool. Good to know. Just wanted to make sure.
Appreciate your time everyone!
William
27 replies
Seller_4zBzdtgCyS9EI
Open a safe-t claim. State not only were you not contacted, but this item was shipped via Amazon Buy shipping, shipped on time, and scanned as received by the carrier on time (paste dates) and is therefore covered by Amazon's Buy Shipping protection, to be funded by Amazon and not held against you.
Instead of business pricing, I'd just set multiple item discounts for everyone...
Cade_Amazon
Hello @Seller_dcK4QV6x0JXZv,
Thank you so much for reaching out in the Forums. I am engaging a Community Manager that specializes in this topic and they will be following up with you shortly.
SEAmod
Hi @Seller_dcK4QV6x0JXZv
I believe I am the Community Manager that @Cade_Amazonreferred to in their earlier post. I am happy to hear that your A-to-z claims have been minimal and I thank you for being a long term seller on Amazon.
If the order was INR (item not received) and if you purchased your shipping label through Amazon's Buy Shipping program, then you should appeal the claim. State that you shipped on time and the order was INR. Per policy, then Amazon should pay the claim and not impact your ODR. Find the policy relating to this here -- Use Buy Shipping services.
I hope this helps.
Susan
SEAmod
@Seller_dcK4QV6x0JXZv@Seller_4m5fueMMluRGT@Seller_hK1fAtQ2EMr2D
I have been seeing posts about the issue here in the forums. I saw this post made by another seller who is knowledgeable. Please take a look and then let's re-engage here as I would like to be sure that I accurately represent the program.
Susan
Seller_tA49ZfprDZiYK
It's probably been 12 years since my last A-to-Z claim
Thing have changed.
NO you no longer get notification.
Seller_15FCy7csPWDxH
To answer your question, yes this is the new normal on amz. Is it policy? Well no as others pointed out. Honestly I think its an automatic claim by amz bots that monitor tracking. Anything that is delayed via tracking or doesnt even arrive is automatically claimed on A to Z on customers behalf. Out of 10 a z claims I had last year 100% were shipped and scanned on time with labels purchased through amz. 100% were delayed at some point in the USPS system and arrived a day or two late. 100% were lost on appeal and hit my metrics. Im convinced a real person doesnt actually investigate any of this. Its all automated ai bots setup to shove you along and keep money out of your hands. Its the new cost of doing business here. Further if you want any real help, this forum is the last place you will ever find it. Join some social groups for sellers.
Seller_4NgNigAww3uNl
If you get an A to Z claim, yes, you are supposed to have 48 hours. However, the reps dont care about their jobs let alone the situation. If you get an A to Z claim, it will close immediately in the buyers favor. Nothing matters, proof, tracking, etc. They wont care, or make it right. The support here has become a meme of sorts. I would rather wait all day at Secretary of State than deal with the support staff Amazon has employed. It is really that bad.
Seller_R2dP7Hunjcdj0
This is no longer the case. Amazon considers the filing of the A-Z Claim as "Contacting" the Seller.
Yes there is. IF you purchased postage using Amazon Buy Shipping and made sure the package was scanned by the carrier before the close of the ship-by window you should Appeal the A-Z Claim decision. Include the Order Details, the Tracking History (from the carrier website), and the Amazon Policy:
Beginning on May 1, 2016, Amazon written policy concerning A-to-z Guarantee claims for Items Not Received is the following: "A-to-z Guarantee claims: If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate."
As long as you are within policy parameters, they SHOULD reverse their Seller-Funding and remove the mark on your metrics.
Good Luck!
Seller_R2dP7Hunjcdj0
You are replying top the wrong person. I posted the same.
