Need Help with A to Z Claim Appeal on International Order Delay
Hi
I am reaching out to seek your assistance with an A-to-Z claim appeal that I have been trying to resolve for some time now. I had an international order for CAD10000, which was delayed in customs and took a few extra days to be delivered to the buyer. As a result, the buyer filed an A-to-Z claim for non-receipt of the item, which was approved by Amazon and a refund was issued to the buyer.
However, the buyer eventually received the package, and we reached out to them to offer a return label and facilitate the return of the item. Unfortunately, we did not receive any response from the buyer despite several attempts to contact them.
I have tried to appeal the A-to-Z claim decision, but my appeals have been rejected repeatedly. I believe that this was a case of an honest delay in customs and that the buyer eventually received the item. However, I have been unable to convince Amazon to reverse the A-to-Z claim decision.
I am hoping that someone in the Seller Forums community can provide some guidance or offer advice on how to proceed with this matter. Any help or insight would be greatly appreciated.
Thank you in advance for your time and support.
Best regards,
Need Help with A to Z Claim Appeal on International Order Delay
Hi
I am reaching out to seek your assistance with an A-to-Z claim appeal that I have been trying to resolve for some time now. I had an international order for CAD10000, which was delayed in customs and took a few extra days to be delivered to the buyer. As a result, the buyer filed an A-to-Z claim for non-receipt of the item, which was approved by Amazon and a refund was issued to the buyer.
However, the buyer eventually received the package, and we reached out to them to offer a return label and facilitate the return of the item. Unfortunately, we did not receive any response from the buyer despite several attempts to contact them.
I have tried to appeal the A-to-Z claim decision, but my appeals have been rejected repeatedly. I believe that this was a case of an honest delay in customs and that the buyer eventually received the item. However, I have been unable to convince Amazon to reverse the A-to-Z claim decision.
I am hoping that someone in the Seller Forums community can provide some guidance or offer advice on how to proceed with this matter. Any help or insight would be greatly appreciated.
Thank you in advance for your time and support.
Best regards,
8 replies
Seller_LTv2zrpA8Qcn1
I've never heard of a reversed decision of an A-Z claim. At most, Amazon might decide to fund t, instead of you.
But i got to tell you, it's not looking good for you. (Is that CAD 10k, or did you mean 100.00?)
Q: Was the item delivered 'late'? (You/We have to factor in for customs delays).
Sorry, I can't see any viable solution to you, short of the buyer returning it. Have you tried calling?
Good luck.
Christine_Amazon
Hello @Seller_ugQ4zuvGEI1ZI Would you mind providing the associated order ID for this issue and confirming whether Amazon By Shipping was used for the purchase of the label? I'd like to take a closer look at your appeal. However, I cannot guarantee any change in resolution. I also wanted to provide this help page on preventing A-to-Z claims. It has great information around why a claim may have been granted and what is typically needed for an appeal to be approved.
