A to Z decides Amazon's rules do not apply, another unfair claim with no explantion
701-9196801-4280239
Customer requests a return after the 30 day period of returns has expired. We deny the RMA (this was likely our error as we thought Amazon would respect their own rules).
Customer then files an A to Z with the explanation "Different from what I ordered"
The description then explains the electronic item the customer order did not work with their exisiting electronic items.
This was a straight ordering error where the customer ordered an item with out doing their research or were not able to read the instructions and get the product to work.
A to Z determines the customers error should be rewarded with free product.
I have defended A to Z has been getting better but apparently they still have some of the old guard employees who allow a customer
who did not return a product in time to instead get their ordering error for free.
Normal cost of doing business, you constantly have to worry about Amazon's customers or their A to Z team stealing from you.
So frustrating.
A to Z decides Amazon's rules do not apply, another unfair claim with no explantion
701-9196801-4280239
Customer requests a return after the 30 day period of returns has expired. We deny the RMA (this was likely our error as we thought Amazon would respect their own rules).
Customer then files an A to Z with the explanation "Different from what I ordered"
The description then explains the electronic item the customer order did not work with their exisiting electronic items.
This was a straight ordering error where the customer ordered an item with out doing their research or were not able to read the instructions and get the product to work.
A to Z determines the customers error should be rewarded with free product.
I have defended A to Z has been getting better but apparently they still have some of the old guard employees who allow a customer
who did not return a product in time to instead get their ordering error for free.
Normal cost of doing business, you constantly have to worry about Amazon's customers or their A to Z team stealing from you.
So frustrating.
0 replies
Seller_y7W9ccUlauftE
Unless it was significantly past 30 days from time of delivery, I would have authorized a return with an unpaid label. And if it actually did get returned, charge a restocking fee depending on condition.
Sunnie_Amazon
Hello, @Seller_I243tlANJDFaQ,
I know this situation is really frustrating, and it's having a big impact on your business. I'm sorry you're dealing with this.
Amazon has something called the A-to-z Guarantee. It's there to make sure customers get what they ordered, in good condition, and on time - whether they buy directly from Amazon or from other sellers like you.
Sometimes things go wrong, and that's okay. We give you time to gather information and explain your side of the story. We look at each case carefully and try to be fair to everyone.
Not only that, but we know that sometimes packages get delayed because of shipping problems or customs issues. This can happen to anyone, even Amazon!
If a customer doesn't get their order by the date we promised, they can contact our customer service. We'll look into what happened and might send a new item or give a refund.
Here's some helpful info:
If we decide in the customer's favor, they don't have to send the item back. But don't worry - you have 30 days to appeal if you think we made a mistake. This is your chance to give us any new information.
Here are some additional tips on A-to-Z Guarantee claims:
Avoiding A-to-Z Claims:
- Ship orders on time and use a reliable carrier
- Clearly communicate your shipping policies to customers
- Package items securely to prevent damage
- Respond promptly to customer inquiries
Handling A-to-Z Claims:
- Gather all evidence and documentation about the order
- Communicate proactively with the customer to resolve the issue
- Submit a detailed appeal within 30 days if you disagree with the decision
- Provide tracking information, delivery confirmations, and any other relevant proof
The key is to be transparent, responsive, and provide as much supporting evidence as possible. This gives you the best chance of successfully appealing an A-to-Z claim.
These help pages have more information for you:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Before I raise this concern to our escalations team, could you please share your Case ID where you can confirm you already sent all proof and any applicable details?
-Sunnie
