A to Z strike because I didn't respond to a customer claiming item not received on delivered item?
A customer message after an order was already paid, shipped delivered (all done via amazon, buying postage through amazon).
A few weeks ago while i was away on vacation they messaged me stating the item was not delivered. I checked the tracking, and it was shown as being delivered.
Last week the customer files an A to Z claiming stating it was not delivered. I appealed it, and Amazon rules in the customer favor because I didn't respond to their message.
Is this not against Amazon's policy where as long as you buy the postage on Amazon, and tracking shows delivered, they will take your side? Now I am out the money, and I have been given a strike. This hardly seems fair. It's disappointing Amazon still caters to customers that will be deceitful and say an item hasn't arrived when it has because it's an easy way to receive free items.
A to Z strike because I didn't respond to a customer claiming item not received on delivered item?
A customer message after an order was already paid, shipped delivered (all done via amazon, buying postage through amazon).
A few weeks ago while i was away on vacation they messaged me stating the item was not delivered. I checked the tracking, and it was shown as being delivered.
Last week the customer files an A to Z claiming stating it was not delivered. I appealed it, and Amazon rules in the customer favor because I didn't respond to their message.
Is this not against Amazon's policy where as long as you buy the postage on Amazon, and tracking shows delivered, they will take your side? Now I am out the money, and I have been given a strike. This hardly seems fair. It's disappointing Amazon still caters to customers that will be deceitful and say an item hasn't arrived when it has because it's an easy way to receive free items.
3 replies
Quincy_Amazon
Hello @Seller_W3ws4uSaHS30d
Thank you for posting your inquiry to the Forums.
In this instance, the claim was granted in favor of the buyer because you did not respond to the customer's delivery-related issue within 48 hours via Buyer-Seller Messages. Please note that there are certain instances whereby a claim is automatically granted; those scenarios are detailed in this help page. If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
Regards,
Quincy_Amazon
