Why is Amazon now approving refunds for A-to-Z claims without confirming what actually happened?
One of my orders 701-1185360-1581058, valued at CA$547.12, was refunded to the buyer immediately after the buyer said he didn't receive it from Amazon. Never confirmed the real situation to the buyer.
Not even if we have proof of delivery. I remember in August this year, Amazon would also call the buyer to confirm if they received the package.
Now our store is being affected by this order. Do we have any chance to win?
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
Why is Amazon now approving refunds for A-to-Z claims without confirming what actually happened?
One of my orders 701-1185360-1581058, valued at CA$547.12, was refunded to the buyer immediately after the buyer said he didn't receive it from Amazon. Never confirmed the real situation to the buyer.
Not even if we have proof of delivery. I remember in August this year, Amazon would also call the buyer to confirm if they received the package.
Now our store is being affected by this order. Do we have any chance to win?
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
9 replies
Seller_7LrAV0m5llaI7
Do you have signature proof of delivery?
Seller_I243tlANJDFaQ
I have to agree with Jpart2 on this one as it seems to be a source of constant miss understanding.
If you have a signature, most of the time you will win the A to Z (eventually).
If you do not pay for the signature, there is no other proof of delivery we have found Amazon will accept and you will 100% loose the A to Z.
Its pretty cut and dry unfortunately
Ricardo_Amazon
Hello @Seller_LtCxu1GTO9roo,
I have forwarded your concern to our A-to-Z Escalations team.
Once I receive a response I will be letting you know.
Ricardo
Seller_LtCxu1GTO9roo
@Ricardo_Amazon Response from Amazon: the tracking information showed delivery, but the buyer did not receive the package. Since you followed our policy and Since you followed our policy and provided valid tracking information when delivering the order, we will not count this claim against your order defect rate
Amazon insisted on giving the buyer a refund even though they knew it was valid tracking information.
