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Seller_wfATsf1DYuZpD

Customer A to Z Request

Hello,

My customer opened an A to z request regarding an order.

The delivery address that the customer entered when creating the first order (30.03.2024) and the address sent to me when I told the customer that your order could not be delivered and was delayed due to your address being incorrect are two completely different addresses. He entered the first address randomly to skip the address part.

The customer created his order on 30.03.2024. I shipped the product to the address I entered in the order on 31.03.2024. Everything proceeded normally. Before the customer wrote, I saw that the product was late and sent a message to the customer. I informed him that the product was delayed due to shipping. I followed. We contacted the cargo company and learned that the product could not be delivered due to the customer's address being incorrect or incomplete and that it was sent to the cargo company's warehouse to be destroyed.

I have no errors or omissions in this ordering process. For this reason, I do not want to lose money due to my customer's mistake and do not want to return the money I received. Because the faulty party here is the customer. The product I sent to him will be destroyed and will not come back to me. I paid shipping costs to send the product to the customer, and it is unfair that these things are reflected on me and taken from me and given to the customer. I request your support in carrying out the necessary investigations.

I think you should protect sellers by being as transparent as you protect customers. As soon as the customer opens a dust claim, a refund is given without any questions, and Amazon generally does not take into account the defenses of us sellers. I would like to ask you to do a study on this subject. Together with you, we provide serious business and circulation here. We, the sellers, must also protect you from the customers.

I request your support in carrying out the necessary investigations.

@Seller_7LrAV0m5llaI7

110 views
11 replies
Tags:Customer, Refunds, Return shipment
40
Reply
user profile
Seller_wfATsf1DYuZpD

Customer A to Z Request

Hello,

My customer opened an A to z request regarding an order.

The delivery address that the customer entered when creating the first order (30.03.2024) and the address sent to me when I told the customer that your order could not be delivered and was delayed due to your address being incorrect are two completely different addresses. He entered the first address randomly to skip the address part.

The customer created his order on 30.03.2024. I shipped the product to the address I entered in the order on 31.03.2024. Everything proceeded normally. Before the customer wrote, I saw that the product was late and sent a message to the customer. I informed him that the product was delayed due to shipping. I followed. We contacted the cargo company and learned that the product could not be delivered due to the customer's address being incorrect or incomplete and that it was sent to the cargo company's warehouse to be destroyed.

I have no errors or omissions in this ordering process. For this reason, I do not want to lose money due to my customer's mistake and do not want to return the money I received. Because the faulty party here is the customer. The product I sent to him will be destroyed and will not come back to me. I paid shipping costs to send the product to the customer, and it is unfair that these things are reflected on me and taken from me and given to the customer. I request your support in carrying out the necessary investigations.

I think you should protect sellers by being as transparent as you protect customers. As soon as the customer opens a dust claim, a refund is given without any questions, and Amazon generally does not take into account the defenses of us sellers. I would like to ask you to do a study on this subject. Together with you, we provide serious business and circulation here. We, the sellers, must also protect you from the customers.

I request your support in carrying out the necessary investigations.

@Seller_7LrAV0m5llaI7

Tags:Customer, Refunds, Return shipment
40
110 views
11 replies
Reply
11 replies
user profile
Seller_McsU5Q4ziB8Rg

Amazon seriously needs to find solutions to these issues. Our stores may face serious problems during an order process that we carry out flawlessly.

40
user profile
Seller_4DadcflHSGDYZ

The bad thing is that they do not investigate anything, they take for granted the return in favor of the client and that the seller loses, what a good management technique of your company.

But no matter how much evidence you send, the supposed support to the seller is useless, since they say that that area is not in charge, that they transfer it to another where they only speak in English and to which one as a seller does not have access.

If it is an important area, then why don't we as sellers have access, and even more so if it is a Mexican platform, that they put people who speak Spanish.

And these problems have been going on for a while and they haven't solved them, they said, I don't know how long ago that they were already investigating these and other cases where the merchandise is considered lost, but apparently everything remains the same and they don't solve anything. Now if it is by luck or like roulette that there are times when we have to lose, this is how this platform seems to work, as well as its Latin American competitor that has almost the same serious problems of theft, scams and so on.

20
user profile
Lucre_Amzn

Hello @Seller_wfATsf1DYuZpD

Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.

I understand you received an A to Z claim from an order in which the buyer entered the incorrect address at first, and they requested a new address once you had shipped the product.

I went ahead and connected with our internal specialist team requesting a review of this claim and the respective decision, but the outcome is that the decision stands as the product wasn't delivered to the customer even after they send the correct address.

I realize this is not the solution you expected, and I really understand what this represents for your business.

My recommendation is that you attempt to ship another product to the correct address, and then you discuss this with your carrier to try to get an arrangement that will work for you, keep in mind that A to Z claims are created to ensure the buyers have the best experience possible while shopping at Amazon.

Thank you for your understanding.

Regards,

Lucre_Amazon

09
Follow this discussion to be notified of new activity
user profile
Seller_wfATsf1DYuZpD

Customer A to Z Request

Hello,

My customer opened an A to z request regarding an order.

The delivery address that the customer entered when creating the first order (30.03.2024) and the address sent to me when I told the customer that your order could not be delivered and was delayed due to your address being incorrect are two completely different addresses. He entered the first address randomly to skip the address part.

The customer created his order on 30.03.2024. I shipped the product to the address I entered in the order on 31.03.2024. Everything proceeded normally. Before the customer wrote, I saw that the product was late and sent a message to the customer. I informed him that the product was delayed due to shipping. I followed. We contacted the cargo company and learned that the product could not be delivered due to the customer's address being incorrect or incomplete and that it was sent to the cargo company's warehouse to be destroyed.

I have no errors or omissions in this ordering process. For this reason, I do not want to lose money due to my customer's mistake and do not want to return the money I received. Because the faulty party here is the customer. The product I sent to him will be destroyed and will not come back to me. I paid shipping costs to send the product to the customer, and it is unfair that these things are reflected on me and taken from me and given to the customer. I request your support in carrying out the necessary investigations.

I think you should protect sellers by being as transparent as you protect customers. As soon as the customer opens a dust claim, a refund is given without any questions, and Amazon generally does not take into account the defenses of us sellers. I would like to ask you to do a study on this subject. Together with you, we provide serious business and circulation here. We, the sellers, must also protect you from the customers.

I request your support in carrying out the necessary investigations.

@Seller_7LrAV0m5llaI7

110 views
11 replies
Tags:Customer, Refunds, Return shipment
40
Reply
user profile
Seller_wfATsf1DYuZpD

Customer A to Z Request

Hello,

My customer opened an A to z request regarding an order.

The delivery address that the customer entered when creating the first order (30.03.2024) and the address sent to me when I told the customer that your order could not be delivered and was delayed due to your address being incorrect are two completely different addresses. He entered the first address randomly to skip the address part.

The customer created his order on 30.03.2024. I shipped the product to the address I entered in the order on 31.03.2024. Everything proceeded normally. Before the customer wrote, I saw that the product was late and sent a message to the customer. I informed him that the product was delayed due to shipping. I followed. We contacted the cargo company and learned that the product could not be delivered due to the customer's address being incorrect or incomplete and that it was sent to the cargo company's warehouse to be destroyed.

I have no errors or omissions in this ordering process. For this reason, I do not want to lose money due to my customer's mistake and do not want to return the money I received. Because the faulty party here is the customer. The product I sent to him will be destroyed and will not come back to me. I paid shipping costs to send the product to the customer, and it is unfair that these things are reflected on me and taken from me and given to the customer. I request your support in carrying out the necessary investigations.

I think you should protect sellers by being as transparent as you protect customers. As soon as the customer opens a dust claim, a refund is given without any questions, and Amazon generally does not take into account the defenses of us sellers. I would like to ask you to do a study on this subject. Together with you, we provide serious business and circulation here. We, the sellers, must also protect you from the customers.

I request your support in carrying out the necessary investigations.

@Seller_7LrAV0m5llaI7

Tags:Customer, Refunds, Return shipment
40
110 views
11 replies
Reply
user profile

Customer A to Z Request

by Seller_wfATsf1DYuZpD

Hello,

My customer opened an A to z request regarding an order.

The delivery address that the customer entered when creating the first order (30.03.2024) and the address sent to me when I told the customer that your order could not be delivered and was delayed due to your address being incorrect are two completely different addresses. He entered the first address randomly to skip the address part.

The customer created his order on 30.03.2024. I shipped the product to the address I entered in the order on 31.03.2024. Everything proceeded normally. Before the customer wrote, I saw that the product was late and sent a message to the customer. I informed him that the product was delayed due to shipping. I followed. We contacted the cargo company and learned that the product could not be delivered due to the customer's address being incorrect or incomplete and that it was sent to the cargo company's warehouse to be destroyed.

I have no errors or omissions in this ordering process. For this reason, I do not want to lose money due to my customer's mistake and do not want to return the money I received. Because the faulty party here is the customer. The product I sent to him will be destroyed and will not come back to me. I paid shipping costs to send the product to the customer, and it is unfair that these things are reflected on me and taken from me and given to the customer. I request your support in carrying out the necessary investigations.

I think you should protect sellers by being as transparent as you protect customers. As soon as the customer opens a dust claim, a refund is given without any questions, and Amazon generally does not take into account the defenses of us sellers. I would like to ask you to do a study on this subject. Together with you, we provide serious business and circulation here. We, the sellers, must also protect you from the customers.

I request your support in carrying out the necessary investigations.

@Seller_7LrAV0m5llaI7

Tags:Customer, Refunds, Return shipment
40
110 views
11 replies
Reply
11 replies
11 replies
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user profile
Seller_McsU5Q4ziB8Rg

Amazon seriously needs to find solutions to these issues. Our stores may face serious problems during an order process that we carry out flawlessly.

40
user profile
Seller_4DadcflHSGDYZ

The bad thing is that they do not investigate anything, they take for granted the return in favor of the client and that the seller loses, what a good management technique of your company.

But no matter how much evidence you send, the supposed support to the seller is useless, since they say that that area is not in charge, that they transfer it to another where they only speak in English and to which one as a seller does not have access.

If it is an important area, then why don't we as sellers have access, and even more so if it is a Mexican platform, that they put people who speak Spanish.

And these problems have been going on for a while and they haven't solved them, they said, I don't know how long ago that they were already investigating these and other cases where the merchandise is considered lost, but apparently everything remains the same and they don't solve anything. Now if it is by luck or like roulette that there are times when we have to lose, this is how this platform seems to work, as well as its Latin American competitor that has almost the same serious problems of theft, scams and so on.

20
user profile
Lucre_Amzn

Hello @Seller_wfATsf1DYuZpD

Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.

I understand you received an A to Z claim from an order in which the buyer entered the incorrect address at first, and they requested a new address once you had shipped the product.

I went ahead and connected with our internal specialist team requesting a review of this claim and the respective decision, but the outcome is that the decision stands as the product wasn't delivered to the customer even after they send the correct address.

I realize this is not the solution you expected, and I really understand what this represents for your business.

My recommendation is that you attempt to ship another product to the correct address, and then you discuss this with your carrier to try to get an arrangement that will work for you, keep in mind that A to Z claims are created to ensure the buyers have the best experience possible while shopping at Amazon.

Thank you for your understanding.

Regards,

Lucre_Amazon

09
Follow this discussion to be notified of new activity
user profile
Seller_McsU5Q4ziB8Rg

Amazon seriously needs to find solutions to these issues. Our stores may face serious problems during an order process that we carry out flawlessly.

40
user profile
Seller_McsU5Q4ziB8Rg

Amazon seriously needs to find solutions to these issues. Our stores may face serious problems during an order process that we carry out flawlessly.

40
Reply
user profile
Seller_4DadcflHSGDYZ

The bad thing is that they do not investigate anything, they take for granted the return in favor of the client and that the seller loses, what a good management technique of your company.

But no matter how much evidence you send, the supposed support to the seller is useless, since they say that that area is not in charge, that they transfer it to another where they only speak in English and to which one as a seller does not have access.

If it is an important area, then why don't we as sellers have access, and even more so if it is a Mexican platform, that they put people who speak Spanish.

And these problems have been going on for a while and they haven't solved them, they said, I don't know how long ago that they were already investigating these and other cases where the merchandise is considered lost, but apparently everything remains the same and they don't solve anything. Now if it is by luck or like roulette that there are times when we have to lose, this is how this platform seems to work, as well as its Latin American competitor that has almost the same serious problems of theft, scams and so on.

20
user profile
Seller_4DadcflHSGDYZ

The bad thing is that they do not investigate anything, they take for granted the return in favor of the client and that the seller loses, what a good management technique of your company.

But no matter how much evidence you send, the supposed support to the seller is useless, since they say that that area is not in charge, that they transfer it to another where they only speak in English and to which one as a seller does not have access.

If it is an important area, then why don't we as sellers have access, and even more so if it is a Mexican platform, that they put people who speak Spanish.

And these problems have been going on for a while and they haven't solved them, they said, I don't know how long ago that they were already investigating these and other cases where the merchandise is considered lost, but apparently everything remains the same and they don't solve anything. Now if it is by luck or like roulette that there are times when we have to lose, this is how this platform seems to work, as well as its Latin American competitor that has almost the same serious problems of theft, scams and so on.

20
Reply
user profile
Lucre_Amzn

Hello @Seller_wfATsf1DYuZpD

Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.

I understand you received an A to Z claim from an order in which the buyer entered the incorrect address at first, and they requested a new address once you had shipped the product.

I went ahead and connected with our internal specialist team requesting a review of this claim and the respective decision, but the outcome is that the decision stands as the product wasn't delivered to the customer even after they send the correct address.

I realize this is not the solution you expected, and I really understand what this represents for your business.

My recommendation is that you attempt to ship another product to the correct address, and then you discuss this with your carrier to try to get an arrangement that will work for you, keep in mind that A to Z claims are created to ensure the buyers have the best experience possible while shopping at Amazon.

Thank you for your understanding.

Regards,

Lucre_Amazon

09
user profile
Lucre_Amzn

Hello @Seller_wfATsf1DYuZpD

Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.

I understand you received an A to Z claim from an order in which the buyer entered the incorrect address at first, and they requested a new address once you had shipped the product.

I went ahead and connected with our internal specialist team requesting a review of this claim and the respective decision, but the outcome is that the decision stands as the product wasn't delivered to the customer even after they send the correct address.

I realize this is not the solution you expected, and I really understand what this represents for your business.

My recommendation is that you attempt to ship another product to the correct address, and then you discuss this with your carrier to try to get an arrangement that will work for you, keep in mind that A to Z claims are created to ensure the buyers have the best experience possible while shopping at Amazon.

Thank you for your understanding.

Regards,

Lucre_Amazon

09
Reply
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