Another hilarious example of Amazon's A-Z Claim disaster policy
Here is a perfect example of how these A-Z support "specialists" have zero clue...
Customer claims package not delivered and opens A-Z. Amazon immediately grants A-Z and refunds the customer
Here is where it gets good. Here is the actual comment made under the "Why is this Happening" comments section on the claim...
Because you provided sufficient information that proves that the order was actually received by the customer, we will not count the claim against your Order Defect Rate
Hey guess what? You can't suck and blow at the same time Amazon. If in your opinion there was "sufficient information that proves that the order was received by the customer" why did you give him my money? Should I be doing back flips because you didn't give me an ODR hit?
I'm not asking for help from a Moderator. I'm not expecting the claim to be reversed (there was photo but no signature). My point is the total inabilty of these A-Z people to live in the real world. I would have had a lot more respect for whoever made this decision and wrote that comment to say "A-Z granted to a scammer because you didn't get a signature"
Don't tell me you know the customer got the package but gave him my money anyway. Thats the part that is very angering!
Another hilarious example of Amazon's A-Z Claim disaster policy
Here is a perfect example of how these A-Z support "specialists" have zero clue...
Customer claims package not delivered and opens A-Z. Amazon immediately grants A-Z and refunds the customer
Here is where it gets good. Here is the actual comment made under the "Why is this Happening" comments section on the claim...
Because you provided sufficient information that proves that the order was actually received by the customer, we will not count the claim against your Order Defect Rate
Hey guess what? You can't suck and blow at the same time Amazon. If in your opinion there was "sufficient information that proves that the order was received by the customer" why did you give him my money? Should I be doing back flips because you didn't give me an ODR hit?
I'm not asking for help from a Moderator. I'm not expecting the claim to be reversed (there was photo but no signature). My point is the total inabilty of these A-Z people to live in the real world. I would have had a lot more respect for whoever made this decision and wrote that comment to say "A-Z granted to a scammer because you didn't get a signature"
Don't tell me you know the customer got the package but gave him my money anyway. Thats the part that is very angering!
0 replies
Ricardo_Amazon
Hello @Seller_VXA2aspMqpZ4o,
Ricardo from Amazon here.
Can you please provide me the Case ID/Order ID for this? I'd like to sending it for a review.
Seller_BCsJXNkuO7q9e
Haha!
That line of Amazon is maddening - I agree. That is the typical message when there is photo proof of delivery but not signature. We have called them out directly on appeal as to the obvious contradiction - but no go.
Amazon should stop granting claims with Photo Proof of delivery unless the customer is willing to sign an attestation that they never received. That would stop 75% of 'item not received' fraud.
Photos on delivery have actually made things worse. The couriers accept it as proof of delivery (and don't allow claims to be filed), but Amazon does not. The scammers know this and are running rampant.
Seller_t03oi5VYgJwBE
@Ricardo_Amazon
While you're at it, please take a look at my case as well. The exact same scenario described by pro_detailing_suppli happened to me, down to the letter! The client was refunded, but Amazon didn’t count it against my ODR because I provided sufficient evidence showing that the customer received the item. This makes absolutely no sense!
I appealed, pointing out the contradiction, and requested that the refund be reversed until the customer returned the item. However, Amazon’s response was this: "We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery." WHAT?!
Please review this case. It’s incredibly frustrating because not only does this process lack common sense, but it also actively harms small businesses.
Order #: 701-1099925-4916234
Seller_rV9pPNGDqQ9kP
My favourite is when they tell use to buy amazon shipping to avoid non delivery claims. But we can't buy them in Canada! Lol
Seller_LTv2zrpA8Qcn1
This should be an "Amazon Funded" decision, at least. Not rocket science...
Seller_ryBFOuFVQ1KFf
You are actually lucky that Amazon will not count the claim against your ODR.
I had the same problem. Items were too big and I sent them via UPS and FedEx. Both logistic companies provided me Proof of Delivery but Amazon doesn't care both of them. Customer just clicked the "Delivery didn't arrive" but I had proof from two big logistic companies with pictures.
I lost more that 1,000 CAD in that customer and + amazon count the claim against my ODR.
