Unfair A-to-Z Claim despite following all Amazon Policies
Hello Amazon,
Order id - 701-7627658-1249850
@Ricardo_Amazon @Sunnie_Amazon @Jurgen_Amazon
The order 701-7627658-1249850 was received on Wed, Jul 24, 2024, 4:16 p.m. PDT and was supposed to be shipped by Thu, Jul 25, 2024 PDT. Therefore, order 701-7627658-1249850 was shipped on Wed, Jul 24, 2024 with tracking number P31059980 by Amazon authorized carrier GLS Canada and the estimated delivery date was Thu, Aug 1, 2024 PDT. The shipment can be tracked using the online GLS Canada Tracking website. Thereafter, on 11 August 2024, the customer messaged us they hadn't received the order. We responded that we can give you a partial refund for the delay or can give you the full refund right now, please let us know your decision. In the meantime, our carrier reached us and informed that the customer provided an incorrect contact number and they needed their contact number to schedule the delivery as it was a big shipment which required delivery appointment. The customer thereafter confirmed in the messages that their initial provided contact number was incorrect and gave us the new contact number. The customer also confirmed thereafter with the carrier they have confirmed a delivery appointment for 14 August 2024. Thereafter, on 14 August 2024, the customer opened up A-to-Z claim although we were still offering them full refund since their first message to us. Again, on 17 August 2024, the customer cancelled the refund request and asked us again to send the order to them but by that time Amazon had already given them a full refund due to an ongoing A-to-Z claim. Now, the customer is left confused by Amazon itself and the Amazon A-to-Z claim team has counted defect against us, although the customer was fully satisfied with us and confirmed that they provided an incorrect contact number. I request you to cancel the defect count against us.
Unfair A-to-Z Claim despite following all Amazon Policies
Hello Amazon,
Order id - 701-7627658-1249850
@Ricardo_Amazon @Sunnie_Amazon @Jurgen_Amazon
The order 701-7627658-1249850 was received on Wed, Jul 24, 2024, 4:16 p.m. PDT and was supposed to be shipped by Thu, Jul 25, 2024 PDT. Therefore, order 701-7627658-1249850 was shipped on Wed, Jul 24, 2024 with tracking number P31059980 by Amazon authorized carrier GLS Canada and the estimated delivery date was Thu, Aug 1, 2024 PDT. The shipment can be tracked using the online GLS Canada Tracking website. Thereafter, on 11 August 2024, the customer messaged us they hadn't received the order. We responded that we can give you a partial refund for the delay or can give you the full refund right now, please let us know your decision. In the meantime, our carrier reached us and informed that the customer provided an incorrect contact number and they needed their contact number to schedule the delivery as it was a big shipment which required delivery appointment. The customer thereafter confirmed in the messages that their initial provided contact number was incorrect and gave us the new contact number. The customer also confirmed thereafter with the carrier they have confirmed a delivery appointment for 14 August 2024. Thereafter, on 14 August 2024, the customer opened up A-to-Z claim although we were still offering them full refund since their first message to us. Again, on 17 August 2024, the customer cancelled the refund request and asked us again to send the order to them but by that time Amazon had already given them a full refund due to an ongoing A-to-Z claim. Now, the customer is left confused by Amazon itself and the Amazon A-to-Z claim team has counted defect against us, although the customer was fully satisfied with us and confirmed that they provided an incorrect contact number. I request you to cancel the defect count against us.
9 replies
Seller_7LrAV0m5llaI7
The deliver by date on the order shown to the customer was June 30th. That is Amazon Policy. You didn't follow it. You said GLS originally said Aug 1st, which is outside of policy. Cust still didn't get it by Aug 11th.
Even though you rescheduled it later, the customer doesn't have it yet.
Why are you disputing the A to Z claim?
If amazon has provided refund, just have the carrier return your goods to you.
Seller_7LrAV0m5llaI7
Amazon asked you to provide proof of On Time Delivery in your appeal. Has the item been delivered on time?
Sunnie_Amazon
Hello, @Seller_iFzXrqb0ohzg8,
I understand this is frustrating and how much this impacts your business.
We recognize that sometimes delays or setbacks can occur due to logistics or customs issues, whether for direct purchases from Amazon, or through our selling partners.
If an Amazon order does not arrive after the estimated delivery date, the customer can open a case with our customer service. We will investigate what happened and take appropriate measures, such as replacing the shipment or issuing a full refund.
To guarantee a consistent shopping service across the Amazon store, we have A-to-z Guarantee Claims, designed to ensure customers receive the product they ordered from our third-party sellers, in perfect condition, and within the agreed timeframe, thus enjoying a uniform service across our entire store.
We understand that misunderstandings or unexpected situations may arise. That's why we allow you the time to gather evidence and present your appeal, and then review each claim individually and fairly, analyzing information from both parties.
This section may be of your interest:
You can review the following help pages for more tips about how to avoid and handle A-to-Z Claims:
- 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
Regards,
Sunnie
