A to Z Claim unfairly
Hello,
I want to share an incident that happened to me. because it really started to affect my health. I feel the need to share with others and get ideas.
I am an honest seller. My goal is to make a living with the money I earn here. but I'm in a bad situation that will affect me for exactly 2 months.
Amazon's a to z policies make it clear that the customer must contact the seller first, and if the seller does not find a result that is not satisfactory to the customer within 48 hours, an a to z claim can be filed. The customer opened a request from a to z, stating that his order did not arrive before he contacted me.
actually a simple problem. If the customer had told me this, I would have returned the money and claimed the shipping company. but I wasn't given the chance to do that. We do business, mishaps happen all the time. I believe that the most important thing is to satisfy the customer and eliminate these problems. While it was written in the policy that the seller should be contacted first, they found me unfair in this demand from a to z. What exactly am I wrong about?
Believe me, I don't care about the money because if the customer wrote to me, I would have already paid for it. ODR is affected and the buyboxes are gone. Although the policy was so clear, its request was not closed without affecting the ODR. I worked hard, that's my only job. but as I understand it, if Amazon doesn't fix this situation, malicious competitors and customers who want to take advantage of this loophole could take over our business at any time. I have photos showing that I have shipped the product. I have proof of delivery. the customer did not contact me but according to amazon I am wrong.
Is there a MOD that can help me?
A to Z Claim unfairly
Hello,
I want to share an incident that happened to me. because it really started to affect my health. I feel the need to share with others and get ideas.
I am an honest seller. My goal is to make a living with the money I earn here. but I'm in a bad situation that will affect me for exactly 2 months.
Amazon's a to z policies make it clear that the customer must contact the seller first, and if the seller does not find a result that is not satisfactory to the customer within 48 hours, an a to z claim can be filed. The customer opened a request from a to z, stating that his order did not arrive before he contacted me.
actually a simple problem. If the customer had told me this, I would have returned the money and claimed the shipping company. but I wasn't given the chance to do that. We do business, mishaps happen all the time. I believe that the most important thing is to satisfy the customer and eliminate these problems. While it was written in the policy that the seller should be contacted first, they found me unfair in this demand from a to z. What exactly am I wrong about?
Believe me, I don't care about the money because if the customer wrote to me, I would have already paid for it. ODR is affected and the buyboxes are gone. Although the policy was so clear, its request was not closed without affecting the ODR. I worked hard, that's my only job. but as I understand it, if Amazon doesn't fix this situation, malicious competitors and customers who want to take advantage of this loophole could take over our business at any time. I have photos showing that I have shipped the product. I have proof of delivery. the customer did not contact me but according to amazon I am wrong.
Is there a MOD that can help me?
55 replies
Seller_kNAboD6kRgVt7
Sadly, there are many many stories on the fourm that Amazon is NOT enforcing the policy of contacting the seller before making an A-Z claim. I have not yet heard of anyone making a successful bid to remove the ODR applied in these cases. You can appeal the A-Z, but.....
Seller_13hzJnFl4BVuf
Agree, Amazon must fix A-Z claim, unfair to seller.
Seller_8LRvzVDh1VMwJ
Amazon has to think about the seller as well as the buyer.
Seller_LTv2zrpA8Qcn1
Amazon's a to z policies make it clear that the customer must contact the seller first, and if the seller does not find a result that is not satisfactory to the customer within 48 hours, an a to z claim can be filed.
Can you show me where this policy is stated, (of contacting the seller first)?
i've even had a buyer leave positive feedback about quick delivery and condition of book, then must have seen the opening to open A-Z and did just that.
Seller_yMY70vrtXBFSf
we shipped goods by DHL express and shared POD, GPS location proofs to buyer and amazon, but they have not accepted. They simply refunded to buyer on their A-z claim. This means that DHL express is not reliable company in view of amazon.
Seller_tOprY6st9KkJe
We've been selling on Amazon for over 20 years and in the last four to five years all buyer has to do is say they did not receive their order even though you're tracking shows it delivered and Amazon will issue a refund to them ASAP. You will be notified that it was issued after the fact and it has counted against your account and there is nothing you can do. I think I filed 10 to 15 claims over the last 5 years trying to show that order was received by the buyer and it does no good you will never win with Amazon.
Seller_tOprY6st9KkJe
I just received an email two days ago telling me A to Z has been granted. I had no idea any A to Z had been filed but in any case, it was granted. I looked it up, it was for an order that was placed back in April 2023 the order was placed and shipped within a day and received within 4 days and the buyer just filed a claim with A to Z about a week ago. Within a day Amazon had received the claim and issued a refund to the buyer and the next day they sent me a message telling me that A to Z had been granted to the buyer and it will count against our account. I don't even bother responding anymore I'm just trying to sell off what I have and get out of Amazon Marketplace.
Seller_TYNDPBKGQnLsY
Same as you, I didn't see any contact message from buyer before AtoZ claim.
Seller_9HVQSF4GdQDFP
This rule has been maliciously abused by competitors or some buyers, and it is inevitable that there will be logistics delays in FBM mode. Usually, sellers are also very helpless in this situation, as there is really little control over the goods after they are shipped out. Buyers can apply for A2Z at any time, and the goods have been signed for normally within a few days of the buyer's application. However, the payment has already been refunded by the platform, and the seller ultimately runs out of money and goods.
