How do I escalate to a competent higher-up support member?
My account has been screwed by four A-Z claims, two of them were people claiming it never arrived when there is delivery proof, and the other two were returns that were being processed and later refunded (but still affecting my ODR). I ask a support member for the reason why at least two of these A-Z claims still have a negative effect on my account if it's been refunded and get very vague answers from support members who could care less! I would appreciate if someone could guide me to where I can escalate this issue as I lost all my buy boxes when I was consistently sending out FBM orders out every day and having no issues up until recently.
How do I escalate to a competent higher-up support member?
My account has been screwed by four A-Z claims, two of them were people claiming it never arrived when there is delivery proof, and the other two were returns that were being processed and later refunded (but still affecting my ODR). I ask a support member for the reason why at least two of these A-Z claims still have a negative effect on my account if it's been refunded and get very vague answers from support members who could care less! I would appreciate if someone could guide me to where I can escalate this issue as I lost all my buy boxes when I was consistently sending out FBM orders out every day and having no issues up until recently.
4 replies
Seller_VWH3L8aWpXh3d
I'd love to know this answer to, key word being competent
I do alot of FBM <30$ which are VTR exempt, and although amazon allows them they really don't make life easy with them, they show customers that 'shipment running late /may be lost' etc, and then when someone files an A-Z claim WITHOUT contacting me first (in their policy) they still give it and it affects my ODR unfairly, and trying to fight it is useless because seller support is useless and don't even understand their own policies.
Worst part is when the A-Z claim decision says 'there was no valid tracking, as per our policy, tracking was required on this order'
NO IT WASN'T, because as of your own policy its under 30$ and is VTR exempt..
But ya, that's amazon, good luck
Seller_0OtwP9b8jFz5A
I also have the same problem as you. Even a package has been delivered to the buyer's door, and the package delivery man has taken a picture clearly, and the buyer has given a negative comment. Up to now, my account has been in a negative state of 18%. I tried calling to solve the problem, but it never worked out
Sunnie_Amazon
Hello, @Seller_XhVb1Tc1COomV,
This is Sunnie, from Amazon.
The A-to-Z Claim helps buyers feel protected when they place an order. They can file a claim when the product is not what they saw described on the detail page, and that it will be received on the date it was promised.
When one of your orders falls into one of these defects, the buyer is entitled to file a claim.
The best way to avoid A-to-Z Claims is to ensure your detail page and images are as accurate as possible, and that you use a reliable service for the deliveries.
If you provide me the Case ID you opened with the Support team, I can gladly take a look for you.
-Sunnie.
