A-Z Claim Customer Obligation For Resolution Not Met
I recently had a customer make an A-Z claim order 113-8661656-0877862. And violated the basic terms of A-Z claims which is to first aim to reach a resolution. "The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. "
This is the full extent of our communication below. The package was due delivered on the 16th and it was late however my point is what obligation does the customer have to engage with us before they are granted a full refund under A-Z?
Brandon
United States
English
Topic: Modify Order
Open
Oct 18, 2024 9:17 AM
I paid extra to receive early.package late. Do I get compensation for late?
Oct 18, 2024 11:28 AM
We did ship it with a fast option but likely due to the hurricanes in the states there some backlog delays. How about 50%off?
So this was the full conversation, we heard nothing back, now on the 21st the day the package tracking shows it out for delivery, this man opened an A-Z claim in the morning and it was granted before it was delivered in the afternoon.
He wrote this in his claim comment: Customer comments: I never received it. I was supposed to have it by October 10 -through the 16 . It’s the 21st of October and still no item.
He now has the item and refund after ignoring our effort to gain resolution. He seems to know he can write any message to start, ignore a response and get a free item. What is the policy here and doesn't amazon A-Z claims need to hold a standard which customers have to meet? Such as a response to our answer before a customer can meet the standard of "cannot reach a resolution with you"?
The customer now has my item and my money and I have opened a case for a refund now that it's been delivered. A $257 item.
The way Amazon handled it with this mans approach there was no way for me to resolve this without getting a claim even if Id offered 100% refund.
A-Z Claim Customer Obligation For Resolution Not Met
I recently had a customer make an A-Z claim order 113-8661656-0877862. And violated the basic terms of A-Z claims which is to first aim to reach a resolution. "The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. "
This is the full extent of our communication below. The package was due delivered on the 16th and it was late however my point is what obligation does the customer have to engage with us before they are granted a full refund under A-Z?
Brandon
United States
English
Topic: Modify Order
Open
Oct 18, 2024 9:17 AM
I paid extra to receive early.package late. Do I get compensation for late?
Oct 18, 2024 11:28 AM
We did ship it with a fast option but likely due to the hurricanes in the states there some backlog delays. How about 50%off?
So this was the full conversation, we heard nothing back, now on the 21st the day the package tracking shows it out for delivery, this man opened an A-Z claim in the morning and it was granted before it was delivered in the afternoon.
He wrote this in his claim comment: Customer comments: I never received it. I was supposed to have it by October 10 -through the 16 . It’s the 21st of October and still no item.
He now has the item and refund after ignoring our effort to gain resolution. He seems to know he can write any message to start, ignore a response and get a free item. What is the policy here and doesn't amazon A-Z claims need to hold a standard which customers have to meet? Such as a response to our answer before a customer can meet the standard of "cannot reach a resolution with you"?
The customer now has my item and my money and I have opened a case for a refund now that it's been delivered. A $257 item.
The way Amazon handled it with this mans approach there was no way for me to resolve this without getting a claim even if Id offered 100% refund.
4 replies
Danny_Amazon
Hello @Seller_27Bd3noLRdjdU- thanks for posting about this order experience. The intent of the A-to-z Claim process is to allow buyers and sellers a chance to find a resolution before any intervention. I apologize that that did not happen in this case.
As I view the order and claim details, I do see that the Amazon Buy Shipping service was not used, which does offer some protections against not received claims. Amazon also recommends to capture a signature upon delivery for such scenarios. I do see that the tracking does not indicate the item was delivered within the max date range for the order.
When you submitted this claim, did you include any proof of delivery as an attachment? This would help make your case, you can find the instructions for attaching documents necessary to the review of a claim on this help page.
Thanks for letting me know,
Danny
