Malicious A-Z Guarantee Claim and unfair ODR scoring
Hello Amazon,
The customer requested from A to Z without contacting me and it was accepted. Now I have a few questions?
1- How can I understand whether a customer who did not contact me has a refund request?
2- Aren't the rules that Amazon sets for the customer to make requests from A to Z important?
>>According to the A to Z Warranty Claim Rules (https://sellercentral.amazon.com/help/hub/reference/G27951)<<
3- While all this is happening, why does the customer representative want to influence my ODR without listening to me, even though I remind him of the rules?
Can an official please attend to me? Thank you in advance for your valuable time. @Ricardo_Amazon@Troy_Amazon
Malicious A-Z Guarantee Claim and unfair ODR scoring
Hello Amazon,
The customer requested from A to Z without contacting me and it was accepted. Now I have a few questions?
1- How can I understand whether a customer who did not contact me has a refund request?
2- Aren't the rules that Amazon sets for the customer to make requests from A to Z important?
>>According to the A to Z Warranty Claim Rules (https://sellercentral.amazon.com/help/hub/reference/G27951)<<
3- While all this is happening, why does the customer representative want to influence my ODR without listening to me, even though I remind him of the rules?
Can an official please attend to me? Thank you in advance for your valuable time. @Ricardo_Amazon@Troy_Amazon
0 replies
Seller_T2N9qK9aX55sg
1- How can I understand whether a customer who did not contact me has a refund request?
- You cannot, it could be for good reason or bad reason, we as sellers do not get grace period. Example, we have parcels that people provide incorrect shipping address, but it is valid. Parcel doesn't get delivered, but it is being sent back to us. While it is being sent back to us, customer files A-Z Claim, stating they never received parcel.
2- Aren't the rules that Amazon sets for the customer to make requests from A to Z important?
Rules do not apply, every case is different, however, 90 % of the time it is in favour of buyer. Pretty much you supposed to bend over back wards and assume that customer is right. We had customer who bought product realized didn't wanted, and opened up A-Z Claims stating incorrect description on the website, or color, etc.
3- While all this is happening, why does the customer representative want to influence my ODR without listening to me, even though I remind him of the rules?
We sell items through Hazmat program, customer buy them through FBA, and amazon doesn't allow them to open returns. So product sold through FBA, but it is hazmat, amazon wont allow you to open return request. Guess what happens, negative feedback. Those we can remove, however, if customer does the same thing through Merchant fulfilled, they are unable to open return requests, guess what happens next, Negative feedback, and amazon wont return. We went above and beyond, by providing customer free pre paid shipping label to get the product back, because they made mistake, and were angry, and amazon stood behind the customer and not seller.
In the end, regardless if customer is right or wrong, you supposed to hand deliver the parcel, with smile on your face, to their hands, singing lullaby's. Other wise you are a bad seller. There is no winning. After many years, you learn the bad apples from good apples. You make enough sales to cover the ODR and you move on.
We started for fun putting signatures on small ticket items as a test for 2 months. We had people claim they never got the parcel, even though signature shows they did. At least we have more ammo to fight.
But over all, you learn and move on. You get beaten enough, that you stop caring about it.
Seller_VWH3L8aWpXh3d
lol good luck with seller support. i stopped caring/trying
Seller_LTv2zrpA8Qcn1
This has got to be the most frustrating and most seriously flawed aspect of Amazon's policies.
As logical as your questions are, that even a 'layman' would understand, Amazon just remains nonchalant.
Implicit in all of the above responses is the common notion -- AMAZON IS AWARE OF THIS PROBLEM...FOR YEARS, IF NOT DECADES. The fact that nothing has been done about it, says it all.
Even the BBB has gotten on board to have business-and-customer try to work things out, before intervening.
How difficult is it for Amazon to PREVENT the filing of an A-Z until the seller is contacted first? Not difficult, and the fact that it's not being done suggests it will never be done.
Sadly, I do believe a lot of customers do not even know contacting the seller is a viable option, because of Amazon's knee-jerk reaction in granting A-Zs, leaving the buyer uneducated about the process.
Seller_TbYk4zrUqRzt2
I understand what you said, actually that is what I experiencing now, I just have a customer he bought the unit which value over C$600, and carrier delivered his parcel even have image as proof, but this customer said he does not receive it at that day and applied A-Z right away, Amazon authorize his refund very fast, of course I lose the A-Z before Amazon team even though I do not know what fault I have and this customer is cheating us. this A-Z is unreasonable rule for seller, more and more buyer use A-Z rule to get the package free. but Amazon team never care about this, I do not know when Amazon will be getting a free shopping platform.
Also this A-Z effect my ODR too and make my buy box win get 0%, yes, do not amazing, it is getting 0%, it means you may do not have any sale or in 60 days. What a ridiculous policy, and it’s a vicious chain reaction. no matter how good you are doing you will get destroyed by some cheating or uneducated buyer.
and the thing is official can not help you anything, if you ask for help with same issue you have, they will leave you alone and never reply on that. how wonderful it is!
So selling on Amazon is all on your luck, if you can have normal customer it means you are a lucky dog today, any malicious buyer make trouble you have to eat their sheet just due to this amazing A-Z rule.
