How do customers file an A to Z Claim?
Seems like the "Problem with my Order" button is gone from the order history page. The instructions for filing an A to Z Claim still refer to it. How do customers file an A to Z claim now?
Sorry if this was already covered somewhere, the search on this forum is 100% useless
How do customers file an A to Z Claim?
Seems like the "Problem with my Order" button is gone from the order history page. The instructions for filing an A to Z Claim still refer to it. How do customers file an A to Z claim now?
Sorry if this was already covered somewhere, the search on this forum is 100% useless
14 replies
Seller_Hi7wbO2Kbo6bl
Are you talking about advising buyer to file claim for non-receipt?
If so, the buyer has to wait past the end of the delivery window before filing a claim for non-receipt. I think it's three days, but not sure of the that part.
Seller_WAZNnMBpd99sI
Well thank goodness Amazon is finally treating buyers with the same respect given to sellers......
Seller_JaFjGrpScQIlF
I give them these instructions:
"
You may be eligible to request a refund under the A-to-z Guarantee if “You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner. Note: Amazon also require you to wait 48 hours after contacting the seller before you are eligible to request a refund.”
Requesting an A-to-z Guarantee Refund
To request a refund on an eligible order:
1. Using a LAPTOP or DESKTOP device, Go to Your Orders.
2. Locate your order in the list and click Problem with order.
3. Select “Package didn’t arrive” from the list.
4. Select Request refund.
5. Enter your comments in the text box.
6. Select Submit
To request a refund on an eligible order using a MOBILE device or CELL PHONE:
1. Call 8882804331 or use Amazon’s mobile app to connect to Customer Support.
2. Report that you “did not receive” your order.
3. Request a refund.
Note: Refund requests can take a week or more to investigate. Amazon will notify you of their decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
To receive the maximum refund allowed you need to select “Package didn’t arrive”
"
cheers
Seller_Ha6JyVvDK6Ybs
I have purchased 1000's of items over the years and still no clue how to file AtoZ claim but with uptick in returns and magically once November rolled around items are now arriving damaged daily the holiday shoppers are out and taking full advantage this year!
Seller_GpxiEwTpYANyX
In the past all that was required was someone to call and complain and usually customer service would open up the claim even when the complaint did not meet the eligibility criteria. CS would say dont worry and open a claim so that they look good and get a great rating.
Seller_kZUOCMBionnbv
Most if not all of our claims come from Amazon Representatives filing on behalf of the customer calling in or chatting with the buyer. When we get clarification becuase the A to Z is nearly undiscernible by the English language- We find that the customer only had a question or needed an alternative to the correct item received. I cannot tell you how much money we have lost becuase of amazons reps do not know how to guide the customer to contact the seller verses filing the claim just to contact the seller.
Seller_5vpEwmxknWeAM
I'm in a similar situation. Package was delivered with UPS photo evidence and customer says it was stolen. I advised they submit an A to Z claim. It's an endless circle of Amazon passing along their message saying I need to respond, even when they try to chat with Amazon. Customer says they cannot find the "Problem with my order" button at all. Maybe because the deliver by date is 11/10 (2 days from now) but it was already delivered on the 4th?
The situation overall is pretty frustrating since it's just in an endless circle.
Seller_3xZhfSUQsfek8
I am sure the process is the same for packages not received but it seems it has changed for returns now. There is no more seller contact and issue link goes directly to a-to-z claim. We are bringing this up to the executive team as we have seen a large increase in claims in the last 3 months (more than the last 12 years) and are SAFE-T claims are about 25/month as returns are being refunded at first scan rather than giving us 48 hours to receive, examine and address.
Seller_keSnEDesLFVwv
I looked at my orders for the last month. The "Problem with my Order" button is there IF the item was ordered from a 3rd party seller and shipped by them. However, if it was shipped by Amazon - sold by Amazon or FBA - the button is not available.
Seller_qMgi7qxvEo7f1
Contact the seller first. Late delivery and such shouldn't result an A-to-Z. If something is wrong with the product, why not just sending a message to the seller and ask for a solution?
Amazon encouraging buyers to file A-to-Z or file a return, instead of contacting the sellers and have a nice solution without any further problems. It's like there is a way to be a happy customer and happy seller, but Amazon rather just poisons the well for everyone. :-(
I remember back in 2013-2016, we all had the chance to just talk to the customers and help them with their orders. Not a thing, anymore. :(
