A-Z Claims. Does Amazon care about its own policy? Serious Discussion
Really time someone is held responsible for this, or we get a real answer from someone official on forums. There definitely needs to be change. I've contacted support maybe over 100 times (useless, I'm convinced support is actually AI/automated).
I had someone do a A-Z claim, they got an instant refund (I don't care), but I do care that my ODR got affected and now I'm seeing that dreaded Your Account is at Risk of Deactivation message. That affects me, and my livelihood, because people are scamming the system and Amazon isn't following their own policy, so this is a very important issue. There is a 99% chance the person got their package just fine by the way, but Amazon for whatever reason allows VTR exempt shipping but goes ahead and displays 'Your item may be lost' and 'Your item is running late' (one I even saw them say 'you may ask for a refund now' , to the buyer on these orders, so guess what dishonest customers are going to do? Anyways, besides the point.
About the above claim, it was a under 30$ shipment (VTR exempt), that is the majority/nature of my business, FBA doesn't make sense for me as I won't make anything after fees, it is what it is. Anyways the claim decision says the usual 'As per amazon policy tracking was not provided on this shipment', which is WRONG because you don't need to provide tracking for VTR exempt shipments (yes I did the right stuff, chose Canada post, first class letter mail), that is as their own policy! Easily found online.
Moving on, the worst part is, this customer did not even contact me first, which again is clearly in Amazon's policies, shown below in my attached pictures. I would have refunded them, I don't care for 10$, but I do care that my account is affected and my livelihood is affected, because of Amazon's absurd 1% limit on defects (aka in my case, 8 scammer buyers out of 600 decided to use Amazon's loophole to get their money back in the past 60 days, which Amazon almost encourages because of the wording they use)
Appealing it is useless as you probably know, you get the automatic 'We understand your position, but we stand by our decision' email, AKA no one really read anything I said. Trying to escalate to someone I can actually talk to, good luck.
Is there ANYTHING /ANYWAY someone knows how to talk to someone who actually knows what they're doing, and knows Amazon's policies, to over turn claims (at least the ODR part) in these situations? Or better yet, Amazon should prevent scammers from opening these A-Z claims in the first place if they haven't followed proper protocol. These protocols/policies are online and public, they are accessible, its baffling.
Is there anyway we can create/send a petition to the higher ups that Amazon are not following their own policies, I mean this can have legal repercussions if it ends up having someone's account deactivated /loss of income etc, its not a joke, but Amazon sure thinks it is. @Ricardo_Amazon Order ID: 702-9522805-6423445
A-Z Claims. Does Amazon care about its own policy? Serious Discussion
Really time someone is held responsible for this, or we get a real answer from someone official on forums. There definitely needs to be change. I've contacted support maybe over 100 times (useless, I'm convinced support is actually AI/automated).
I had someone do a A-Z claim, they got an instant refund (I don't care), but I do care that my ODR got affected and now I'm seeing that dreaded Your Account is at Risk of Deactivation message. That affects me, and my livelihood, because people are scamming the system and Amazon isn't following their own policy, so this is a very important issue. There is a 99% chance the person got their package just fine by the way, but Amazon for whatever reason allows VTR exempt shipping but goes ahead and displays 'Your item may be lost' and 'Your item is running late' (one I even saw them say 'you may ask for a refund now' , to the buyer on these orders, so guess what dishonest customers are going to do? Anyways, besides the point.
About the above claim, it was a under 30$ shipment (VTR exempt), that is the majority/nature of my business, FBA doesn't make sense for me as I won't make anything after fees, it is what it is. Anyways the claim decision says the usual 'As per amazon policy tracking was not provided on this shipment', which is WRONG because you don't need to provide tracking for VTR exempt shipments (yes I did the right stuff, chose Canada post, first class letter mail), that is as their own policy! Easily found online.
Moving on, the worst part is, this customer did not even contact me first, which again is clearly in Amazon's policies, shown below in my attached pictures. I would have refunded them, I don't care for 10$, but I do care that my account is affected and my livelihood is affected, because of Amazon's absurd 1% limit on defects (aka in my case, 8 scammer buyers out of 600 decided to use Amazon's loophole to get their money back in the past 60 days, which Amazon almost encourages because of the wording they use)
Appealing it is useless as you probably know, you get the automatic 'We understand your position, but we stand by our decision' email, AKA no one really read anything I said. Trying to escalate to someone I can actually talk to, good luck.
Is there ANYTHING /ANYWAY someone knows how to talk to someone who actually knows what they're doing, and knows Amazon's policies, to over turn claims (at least the ODR part) in these situations? Or better yet, Amazon should prevent scammers from opening these A-Z claims in the first place if they haven't followed proper protocol. These protocols/policies are online and public, they are accessible, its baffling.
Is there anyway we can create/send a petition to the higher ups that Amazon are not following their own policies, I mean this can have legal repercussions if it ends up having someone's account deactivated /loss of income etc, its not a joke, but Amazon sure thinks it is. @Ricardo_Amazon Order ID: 702-9522805-6423445
12 replies
Seller_VXA2aspMqpZ4o
Same thing has happened to us on more than one occasion. Just this week this occurred. It does no good to point out to Amazon in your A-Z claim appeal that the customer never contacted you. We pointed that out in our appeal and quoted their own policy regarding this as you have pointed out. But of course the appeal was denied & our ODR rate took the hit. In our case the item in question was of a low dollar value so we would have just refunded the scammer rather than take an A-Z claim hit. We have been selling here for 8 years and can tell you that how Amazon treats sellers is constantly getting worse but we are not foolish enough to think it will get better.
Seller_quzHpOIRhUy8A
We just had a buyer contact us about a error. We move to correct the error and got them all happy. They had created a RMA (before talking to us) to send the item back. We cancelled the RMA, as we fixed the issue and everyone was happy and they their customer wasn't actually going to be refunded for anything. They were getting what they wanted.
They customer files a A-Z, no biggie. Just state the facts a) their customer contacted us via the platform about a error b) after confirming the error we corrected the error c) replacement was shipped via X on date X. Courier shows delivery on Y. They themselves, Amazon can see by looking at the messages on the platform what was going on.
Amazon denies the claim no impact to the account.
Our suggestion, File your objection. State the obvious, 1) They didn't contact you via the platform or on the phone in regards to any issue with the product or delivery as required by Amazon Policy before filing a A-Z claim. You were not given a fair chance to resolve the issue as you were not made aware of it. Amazon can see they didn't contact you on the platform, you just have to point it out to them.
Not saying you're going to win, but chances are it is AI controlled, but you add key words then a human being can be flagged to look at it and over ride the automated response.
Seller_KaGVr0ssUWTBL
post.
No, Amazon doesn't give a d....
The Canadian marketplace stolen one of my rare merchandise, then played me around.
As a precaution I installed a camera tracker as well as raised all my prices to be able to force my store to close on that marketplace or to recouped that lost,
I am also encouraged people not to bother to Amazon specifically foreign marketplace
Seller_WVRGljjwKOlpv
maybe try to send the case to Jeff , Sr. mgmt. might not know these things are out of control now
Sunnie_Amazon
Hello, @Seller_VWH3L8aWpXh3d,
This is Sunnie, from Amazon. I apologize for the delay in getting back to you. I'm looking into this, and I will get back to you.
