Upcoming Ask Amazon: Canada Post Strike
Hello Community !
We are aware that due to this strike, some of you may have some concerns or questions related to the strike and how can this affect your account.
On December 23rd, 2024, we will be hosting an 'Ask Amazon' event where our moderators will address these concerns live
Set up an alarm, mark it on your calendar, let your fellow sellers know, and let’s all participate!
Upcoming Ask Amazon: Canada Post Strike
Hello Community !
We are aware that due to this strike, some of you may have some concerns or questions related to the strike and how can this affect your account.
On December 23rd, 2024, we will be hosting an 'Ask Amazon' event where our moderators will address these concerns live
Set up an alarm, mark it on your calendar, let your fellow sellers know, and let’s all participate!
8 replies
Seller_BCsJXNkuO7q9e
Great - Thanks.
We all know the questions that will be asked, so why not preemptively address now? The 23rd is 5 days away - an eternity on Amazon when claims are piling in because of the strike. (note: ALL couriers in Canada were impacted due to the volume and final-mile delivery - not just Canada Post)
Please address clearly:
1 - ODR Reversal for A-Z Claims: How can we get Order Defect Rates (ODRs) reversed on A-Z claims granted due to the strike? Amazon has not directed the A-Z team to stop counting these claims against sellers, despite the circumstances.
2 - Reimbursement for Delivered Products: Will Amazon reimburse sellers for granted A-Z claims if the products are ultimately delivered after the strike?
3 - Negative Feedback Removal: Will negative feedback related to strike delays be removed? While there is an existing thread about this, no feedbacks appear to have been removed yet.
4 - Integrated Carriers and VTR Issues: Will Amazon consider adding other integrated carriers (such as ICS or Chit Chat) to avoid Valid Tracking Rate (VTR) issues? Or better yet, remove the VTR which is a silly and confusing metric.
5 - Language on Buyer Messages: Will Amazon change the misleading language shown to buyers that states, “Your package may be lost, and you are eligible for a refund”? This message often appears when Amazon cannot pull tracking information, leading to unnecessary confusion.
6 - Appeals and A-Z Claim Granting Policies: Will Amazon reconsider its current practices around the harsh granting of A-Z claims and the near-universal rejection of appeals? The process has become more rigid, making it easier for fraudsters to exploit. We need to return to a more balanced system that supports legitimate sellers.
These issues are causing significant strain on sellers, and timely clarification or resolution would go a long way in maintaining trust and fairness within the seller community.
Thank you
Seller_iFzXrqb0ohzg8
Thank You @Christine_Amazon for Organizing the Event.
We appreciate the opportunity to share our thoughts and concerns regarding the A-to-Z claims process.
Proposal: Mandatory Buyer-Seller Communication Before Filing A-to-Z Claims
We’ve observed the following issues with the current process:
1. A customer sends a message (e.g., at 9 AM) stating they have not received the package but files an A-to-Z claim just an hour later (e.g., at 10 AM) without waiting for a seller response within 24 hour. The claim is then granted, and the ODR is counted against the seller.
2. In other instances, customers directly file claims for non-delivery of the order(the order could be delayed by the carrier), the claims are granted, appeals are rejected and the ODR remains.
3. When a claim is opened(under review), if we decide to refund the customer by reaching a proposal, the ODR is counted against the seller.
Proposed Solutions:
1. Mandatory Buyer-Seller Communication: Require customers to engage in at least one message exchange with the seller before filing an A-to-Z claim.
2. 24-Hour Waiting Period: Implement a mandatory 24-hour response time for sellers to address customer concerns before a claim can be escalated.
These measures will:
A. Provide sellers a fair opportunity to resolve issues directly with customers.
B. Reduce unnecessary claims and the strain on the A-to-Z claims system.
C. Minimize customer frustration by improving communication and resolution efficiency.
We believe these adjustments will create a more balanced and effective process for both sellers and customers. Thank you for considering this proposal!
Seller_TICBJJpYfLBV1
I am writing about the A-to-Z claim and its subsequent impact on my order defect rate (ODR).
Order #701-5784810-1261040
The A-to-Z claim for the aforementioned order states, "The buyer did not receive the package, and our records indicate that you shipped this order after the maximum handling time had elapsed." To make matters more distressing, this order is not available in the 'Request Appeal' section, which limits my ability to contest this decision.
I disagree with the late ruling. Actually, I shipped the goods within the specified shipping window. However, due to the Canada Post strike, carriers were delayed in submitting information and picking up scans after the call. It appears that Amazon used the carrier's information submission and outbound status, rather than my actual shipping time, as the starting point for the shipment.
Given these circumstances, I kindly request that the impact of this A-to-Z claim on my ODR be removed or, alternatively, that I be granted the right to 'Request Appeal' within the A-to-Z claims process. I believe that holding me accountable for a delay caused by external, unforeseen circumstances beyond my control is unfair and does not align with Amazon's commitment to seller support and fairness.
Thank you for your time and attention to this critical issue.
Seller_MNiiVbtIFXAL4
We kindly request your assistance in reviewing the A-to-Z claim filed for order
702-4775479-8186627.
The product has been successfully delivered, and we have confirmed with the customer that they were willing to wait for the replacement. Despite this resolution, the customer filed an A-to-Z claim, which was accepted.
We firmly believe this claim should not impact our Order Defect Rate (ODR), as we have proactively resolved the issue and fulfilled our commitment to the customer.
We appreciate your attention to this matter and look forward to your favorable review. Please let us know if additional information or documentation is required.
Thank you for your support.
