A-Z Claim Reason for Denial By Amazon Was False, But Amazon Still Keeping My Money
I received an A-Z claim on my order 113-8661656-0877862. After appeal the response I got from the amazon adjudicator was:
Why was my appeal denied?
We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner. You must ship media products (books, music, DVD, and video) within 2 business days of the close of a sale. Non-media products must be shipped by the shipping availability date you specify in the product feed. In this case, the order should have been received by the buyer no later than October 17, 2024. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more.
Claiming I did not ship the item in a timely manner and that I shipped it after business days.
This is false. The order was shipped properly within 2 business days. Item last day to ship was Oct.8th. Tracking here CH493127930CA
Amazon has made a false claim and then denied my appeal.
I have three reasons here including the one above:
1. The reason for denial is false, package was sent on time tracking above.
2. I responded to the buyer within 24 hours of his message and The buyer did not respond after I messaged him and yet by granting the claim amazon is saying the customer couldn't reach a a resolution.
"If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us."
Oct 18, 2024 9:17 AM
I paid extra to receive early.package late. Do I get compensation for late?
Oct 18, 2024 11:28 AM
We did ship it with a fast option but likely due to the hurricanes in the states there some backlog delays. How about 50%off?
I don't see how the terms of finding a resolution with seller went unmet in the above interaction, with no response from the buyer
3. The buyer opened the a-z claim the morning the package was being delivered and now has my item and money.
By these three event I see the a-z claim as unwarranted and a form a theft by amazon and I would like the help of mods or anyone else and if I'm incorrect please show me how this could have been different other than me offering him a full refund with package a couple days away. And if that's what expected how is a seller supposed to handle this then? This a $257 order.
MODs your help is needed and will be greatly appreciated
@SEAmod @Bryce_Amazon @Blake_Amazon @Glenn_Amazon @KJ_Amazon
A-Z Claim Reason for Denial By Amazon Was False, But Amazon Still Keeping My Money
I received an A-Z claim on my order 113-8661656-0877862. After appeal the response I got from the amazon adjudicator was:
Why was my appeal denied?
We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner. You must ship media products (books, music, DVD, and video) within 2 business days of the close of a sale. Non-media products must be shipped by the shipping availability date you specify in the product feed. In this case, the order should have been received by the buyer no later than October 17, 2024. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more.
Claiming I did not ship the item in a timely manner and that I shipped it after business days.
This is false. The order was shipped properly within 2 business days. Item last day to ship was Oct.8th. Tracking here CH493127930CA
Amazon has made a false claim and then denied my appeal.
I have three reasons here including the one above:
1. The reason for denial is false, package was sent on time tracking above.
2. I responded to the buyer within 24 hours of his message and The buyer did not respond after I messaged him and yet by granting the claim amazon is saying the customer couldn't reach a a resolution.
"If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us."
Oct 18, 2024 9:17 AM
I paid extra to receive early.package late. Do I get compensation for late?
Oct 18, 2024 11:28 AM
We did ship it with a fast option but likely due to the hurricanes in the states there some backlog delays. How about 50%off?
I don't see how the terms of finding a resolution with seller went unmet in the above interaction, with no response from the buyer
3. The buyer opened the a-z claim the morning the package was being delivered and now has my item and money.
By these three event I see the a-z claim as unwarranted and a form a theft by amazon and I would like the help of mods or anyone else and if I'm incorrect please show me how this could have been different other than me offering him a full refund with package a couple days away. And if that's what expected how is a seller supposed to handle this then? This a $257 order.
MODs your help is needed and will be greatly appreciated
@SEAmod @Bryce_Amazon @Blake_Amazon @Glenn_Amazon @KJ_Amazon
6 replies
Seller_LImVvUWeyiCfQ
I'm not a CM but I do have a few thoughts.
When you appealed, did you just give Amazon the tracking number or did you actually provide the tracking details in the appeal so Amazon could see that you shipped on time? Even then, I'm not sure that would have helped because the fact is, the order was delivered after the promise date.
I doubt the hurricanes had anything to do with the delay; those occurred half a country away, but who knows?
The buyer likely never received your message. In a case such as this where you receive no response or it's important enough to do so, you could have sent the buyer a critical message that Amazon would have pushed through, even if they've opted out of receiving messages. Even then, they're not required to respond but you point out in your appeal that you followed policy in your attempt to contact them and reach a resolution with them.
Did you provide those details that you attempted to reach the customer and offered a resolution but they didn't respond? Again, not just stating you did through buyer/seller messaging but actually provide the details that the buyer asked for compensation and you offered/agreed to compensation?
And that's exactly what the buyer did.
Do you still have the opportunity to appeal? If so, provide those points I mentioned along with all the actual details. If you're lucky, Amazon might decide to fund the claim rather than you. It's a longshot due to the late arrival but may be worth a try if you can still appeal.
Joey_Amazon
Hello @Seller_27Bd3noLRdjdU,
I appreciate you sharing your issue here at the forums.
Unfortunately, the reason why your appeal is being denied is due to the order delivering past the Order Max EDD of 10/16. Your order was delivered on 10/21. This also void the claim coverage offered inAmazon Buy Shipping Services.
I understand this is not the outcome you were expecting.
Sincerely,
Joey
