Amazon issued an A-to-Z claim without investigation, which surprised the customer too.
Order ID: 701-6691741-2009048
The customer has raised concerns regarding the bicycles being scratched and the seat being damaged during transit. They have requested replacements for the damaged seat and have also inquired about the possibility of receiving a discount due to the scratches on the bicycles.
Our Response To The Customer
We offered a 20% discount and a replacement of the seat.
The customer negotiated for more discount and we were in the discussion stage when we saw that Amazon had issued a full refund.
Appeal to reverse the A-to-Z decision
We have observed that the customer was fully refunded the amount of CA$1,019.20 for Order ID: 701-6691741-2009048. UPS verified that the box was in good shape when it was delivered. However, for customer satisfaction, we offered a solution to the customer without delay, and the customer was content with the resolution.
Amazon's stated reason for the A-to-Z claim refund:
"The customer requested a return and you did not respond within 48 hours to the request, as required by our policy."
1. The customer did not request a return; instead, the customer requested a replacement of the part and a discount.
Our Response: We thoroughly investigated the case and promptly responded to the customer in less than 24 hours. We offered a replacement of the part and a 20% discount. We were in the process of shipping the replacement when we noticed that the customer had been refunded without consulting us.
2. You did respond and resolved the issue within 24 hours.
Our Response: The customer contacted us on July 24, 2024, at 1:17 PM, and we responded by July 25, 2024, at 4:02 AM. We adhered to the policy and offered a solution of replacement and discount, which the customer accepted. Additionally, the customer requested a further discount to keep the item.
Appeal:
We strictly adhered to the policy, and there was no violation. The customer was surprised that Amazon offered a full refund after we had resolved the issue. We kindly request Amazon support to review this case due to the significant amount involved.
Amazon Response
Hello,
Thank you for taking the time to provide us with more information regarding your claim on order 701-6691741-2009048. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact.
For more information about the A-to-z Guarantee policy, please refer to our help pages:
Thank you.
-Amazon
Our Observation
After we submitted our appeal, we received a generic copy-and-paste response that did not address the specifics of our case within 25 minutes. The customer did not request a return of the item, but rather asked for damaged part to be replaced, which we agreed to within 17 hours. All of this can be verified in our Amazon communication with the customer. While we were in the process of arranging the replacement, we discovered that Amazon had refunded the customer instead. This large refund will have a significantly negative impact on our business, as we lost over $3000 in revenue in a single day for two products. This is incredibly damaging to our business finance and we will need help on how to address this case too.
@Ricardo_Amazon
@Sunnie_Amazon
@Jurgen_Amazon
@Lucre_Amzn
@Daryl_Amazon
Amazon issued an A-to-Z claim without investigation, which surprised the customer too.
Order ID: 701-6691741-2009048
The customer has raised concerns regarding the bicycles being scratched and the seat being damaged during transit. They have requested replacements for the damaged seat and have also inquired about the possibility of receiving a discount due to the scratches on the bicycles.
Our Response To The Customer
We offered a 20% discount and a replacement of the seat.
The customer negotiated for more discount and we were in the discussion stage when we saw that Amazon had issued a full refund.
Appeal to reverse the A-to-Z decision
We have observed that the customer was fully refunded the amount of CA$1,019.20 for Order ID: 701-6691741-2009048. UPS verified that the box was in good shape when it was delivered. However, for customer satisfaction, we offered a solution to the customer without delay, and the customer was content with the resolution.
Amazon's stated reason for the A-to-Z claim refund:
"The customer requested a return and you did not respond within 48 hours to the request, as required by our policy."
1. The customer did not request a return; instead, the customer requested a replacement of the part and a discount.
Our Response: We thoroughly investigated the case and promptly responded to the customer in less than 24 hours. We offered a replacement of the part and a 20% discount. We were in the process of shipping the replacement when we noticed that the customer had been refunded without consulting us.
2. You did respond and resolved the issue within 24 hours.
Our Response: The customer contacted us on July 24, 2024, at 1:17 PM, and we responded by July 25, 2024, at 4:02 AM. We adhered to the policy and offered a solution of replacement and discount, which the customer accepted. Additionally, the customer requested a further discount to keep the item.
Appeal:
We strictly adhered to the policy, and there was no violation. The customer was surprised that Amazon offered a full refund after we had resolved the issue. We kindly request Amazon support to review this case due to the significant amount involved.
Amazon Response
Hello,
Thank you for taking the time to provide us with more information regarding your claim on order 701-6691741-2009048. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact.
For more information about the A-to-z Guarantee policy, please refer to our help pages:
Thank you.
-Amazon
Our Observation
After we submitted our appeal, we received a generic copy-and-paste response that did not address the specifics of our case within 25 minutes. The customer did not request a return of the item, but rather asked for damaged part to be replaced, which we agreed to within 17 hours. All of this can be verified in our Amazon communication with the customer. While we were in the process of arranging the replacement, we discovered that Amazon had refunded the customer instead. This large refund will have a significantly negative impact on our business, as we lost over $3000 in revenue in a single day for two products. This is incredibly damaging to our business finance and we will need help on how to address this case too.
@Ricardo_Amazon
@Sunnie_Amazon
@Jurgen_Amazon
@Lucre_Amzn
@Daryl_Amazon
10 replies
Seller_RVirCZANN4G22
A-to-Z claim has destroyed the business. The appeal is of no use or help since you have realized that it is a copy paste response every time and if you pursue it further, they will stop responding. I have had so many A-to-Z claims and didn't even receive the products back so double loss. Amazon needs to fix this.
Seller_I243tlANJDFaQ
It seems a lot of the times when customers use the text tools to get help on Amazon, all roads lead to filing an A to Z claim. I have had multiple customers that did not understand what they were doing and had no intention to file a claim.
If Amazon could slow their role and ask the customer to contact the seller to find a resolution before jumping to conclusions the seller and the customer would find a solution. If a solution can not be reached, then the customer could file a claim.
I think this was the though behind the A to Z program but it has now become a quick fix for all problems so Amazon does not have to dig very deep and the customer leaves with no help but free product .
If Amazon could make sure the customer had an email address on their account that worked and show message notifications on the website/ app many more issues could be solved before it even gets to A to Z.
Not being able to communicate with the seller/ buyer causes a lot of issues and frustration for customers.
I think they could make this process so much better if they had the will and better protocols.
Christine_Amazon
Hello @e_Global_Media
This is Christine from Amazon Forums.
I was Investigating the Order 701-6691741-2009048 and I do see just like in the other post that a refund was done to the seller but until 30-07-2024 for the total amount, this one was done by Amazon when the claim was granted to the buyer.
I Also checked the return request that was initiated on 24-07-2024, now please note that as per Amazon Policies :
"You must authorize, respond, or both to all return requests. It is best practice to respond to all return requests within 24 hours. Failure to respond to a return request within 48 hours will result in a granted claim and an immediate debit to your account."
This return request was pending approval until 30-07-2024, when the claim was granted.
For this 2 reasons, the claim was granted in the buyer favor.
I want to share with you the Amazon Policies where you can confirm the steps to prevent these situations for future scenarios.
Prevent an A-to-z Guarantee claim
I hope this information help you clarify the reason of the appeal denial.
Have a nice day!
Christine.
Seller_McsU5Q4ziB8Rg
do what you want, follow the policies 100%, take ridiculous losses to satisfy customers, but you can't beat amazon's robots. When it suits them, they read customer messages and take action against us, when it doesn't suit them, they present existing information and say we can't help you. I am a seller for 8 months, I know that I have a complete responsibility towards customers and I act accordingly, but amazon needs to know that there are also people with bad intentions and that they can shop and they need to train their seller support employees.
