Unfair A-to-Z claim decision
Customer purchased a high value item and we shipped with Canada Post (with signature required). Canada Post attempted delivery but there was no one to sign and receive the package so Canada Post left a pickup notice card. Customer filed the A-to-Z claim as soon as he received the pickup notice card and Amazon granted the claims immediately (which was quite obvious i guess). As soon as customer receives the refund confirmation, he went to post office and picked up the package. Moreover, Amazon also denied our appeal. Now customer got a free product (over $300) and we lost the money (and product) and got a claim impacting our ODR. Does it sound fair?
Unfair A-to-Z claim decision
Customer purchased a high value item and we shipped with Canada Post (with signature required). Canada Post attempted delivery but there was no one to sign and receive the package so Canada Post left a pickup notice card. Customer filed the A-to-Z claim as soon as he received the pickup notice card and Amazon granted the claims immediately (which was quite obvious i guess). As soon as customer receives the refund confirmation, he went to post office and picked up the package. Moreover, Amazon also denied our appeal. Now customer got a free product (over $300) and we lost the money (and product) and got a claim impacting our ODR. Does it sound fair?
11 replies
Seller_7LrAV0m5llaI7
No
How did you fill out the appeal? Did you copy paste and follow the template exactly? As long as they can access the Canada Post signature at the tracking link you provide in your appeal, Amazon covers the A to Z claim refund and it doesn't affect your order defect rate.
Seller_7LrAV0m5llaI7
They are, that is why you have to provide the template exactly as they instructed you to do so the bot can do an investigation:
“To Amazon,
The order [enter order number] was shipped on [enter date] with tracking number [enter tracking number] by carrier [enter carrier name] and the estimated delivery date was [enter estimated delivery date confirmed to the customer]. The shipment can be tracked using this link:[enter link to online tracking showing delivery and signature confirmation from customer]. According to the order's tracking information, the package was delivered to the correct address [enter address] on [enter date] and signed by [enter signee]. Please re-investigate the claim since the order was delivered on/before the estimated delivery date.
Best regards,
”
Josh_Amazon
Hello @Seller_9YP7YHagiaxYP,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you have experienced with this a to z claim that was granted to the customer, and affected your performance, in addition to the product and refund.
Once a claim has been granted to a buyer and your account debited, you have 30 calendar days to submit an appeal if you disagree with our decision. This is your opportunity to dispute the decision and provide new information for our investigation.
To learn more on how to appeal correctly go to:
Appeal an A-to-z Guarantee claim
In case that you still need help with this, feel free to create a case with our Seller Support team to assist you further.
I hope this information helps.
Kind Regards,
-Josh
Seller_7LrAV0m5llaI7
JPart2
do you have a template for negative feedback to get it removed? which will yield higher ability to have amazon remove negative feedback?
No, because the 1 shot you get by reopening a case for negative feedback removal is read by a human who has to approve/deny a bunch of them every minute. The template is only needed for A to Z claims.
So just keep it simple and basic for negative feedback removal. no big paragraphs, no novels.
Keep it simple and provide your proof that your negative feedback meets Amazon's removal rules, then they will remove the feedback.
