Automated A-to-Z claim resolution - horrendous
The automated A-to-Z claim resolution has to be one of the worst feature on Amazon.
I am really trying to understand what is the upside from this, even for Amazon.
Even in a situation in which we shipped the order on time, delivered it on time, delivered to the right address with signature and GPS, in the right condition, Amazon horrendous A-to-Z system will grant a refund to the customer almost EVERYTIME.
At the bottom of the reclamation, it says : ''The customer has claimed not receiving the order and we could not properly verify the tracking information, blabla''
In other words, it means the customer made a declaration of not receiving the product (perhaps a false one) and our tracking integration system failed to recognize the order as delivered, although the carrier is listed as integrated, so we will throw your money away and make you work to get it back.
Don't get me wrong, I win most claims I appeal but isn't it just AN OPEN DOOR for scammers even if Amazon will finance some orders afterward? Everything that Amazon ''finances'' for sellers, ultimately is charged back in FBA fee increases. Perhaps it's time for Amazon to put someone in charge of A-to-Z claims with real selling experience that can understand the subtleties of FBM shipping, claims, appeals and integration issues.
There is no other marketplace that refunds customers the same way Amazon does, with so little validation of the claims.
Automated A-to-Z claim resolution - horrendous
The automated A-to-Z claim resolution has to be one of the worst feature on Amazon.
I am really trying to understand what is the upside from this, even for Amazon.
Even in a situation in which we shipped the order on time, delivered it on time, delivered to the right address with signature and GPS, in the right condition, Amazon horrendous A-to-Z system will grant a refund to the customer almost EVERYTIME.
At the bottom of the reclamation, it says : ''The customer has claimed not receiving the order and we could not properly verify the tracking information, blabla''
In other words, it means the customer made a declaration of not receiving the product (perhaps a false one) and our tracking integration system failed to recognize the order as delivered, although the carrier is listed as integrated, so we will throw your money away and make you work to get it back.
Don't get me wrong, I win most claims I appeal but isn't it just AN OPEN DOOR for scammers even if Amazon will finance some orders afterward? Everything that Amazon ''finances'' for sellers, ultimately is charged back in FBA fee increases. Perhaps it's time for Amazon to put someone in charge of A-to-Z claims with real selling experience that can understand the subtleties of FBM shipping, claims, appeals and integration issues.
There is no other marketplace that refunds customers the same way Amazon does, with so little validation of the claims.
10 replies
Seller_xJx7vH6fvZFD9
@Seller_7LrAV0m5llaI7
Another example. The integration of the tracking information between the carrier and AMZ for buyers can be inaccurate and it prevents them from initiating the return from their account. The order is not yet marked as delivered on their account, although the real carrier tracking information shows delivered.
They turn to A-to-Z claims as an easy solution (let's get my money back and keep the product because Amazon is preventing the return).
They could just request the return address to the seller but they take the easy way and Amazon automatically grants the A-to-Z claims.
