A to Z Guarantee Claim fault
Incredibly, one customer received a full refund because he did not receive his purchase. Even though I have a photo of my customer receiving the product, I cannot receive any support. What evidence do we need to provide for our objection to be accepted? Is Amazon all about its customers? What about our rights?
A to Z Guarantee Claim fault
Incredibly, one customer received a full refund because he did not receive his purchase. Even though I have a photo of my customer receiving the product, I cannot receive any support. What evidence do we need to provide for our objection to be accepted? Is Amazon all about its customers? What about our rights?
14 replies
Seller_kNAboD6kRgVt7
If your proof is a photo of the package on their doorstep, this is NOT proof. Someone could have stolen it, then the buyer did not receive their package. And yes, the customer could just be lying, happens every day here. But Amazon IS all about the buyers, they have said so in the past. Your only "proof" of delivery is if you paid to have a signature obtained upon delivery. You have to budget for this to happen again, cost of doing business. Sad but true.
Seller_7LrAV0m5llaI7
What else would you expect to happen? The customer to pay for something they didn't receive? How would you feel about that if you were in the customer's shoes?
A photo isn't a signature confirmation of delivery. The item could have been delivered to the wrong person, wrong household, even stolen before the customer got home because you didn't request a signature or a Hold for safe pickup at the local post office if nobody was home.
A signature confirmation of delivery in the customer's order's name is all you need.
Yup, Amazon is all about the customers. What rights are you talking about?
If the customer hasn't received the item, you open up a insurance claim with the courier or post office for investigation. It has nothing to do with Amazon. Amazon will only cover it to you if the customer is being scammy and received the item with their signature and then trying to scam their money back.
Seller_5ZLUhOryuV8E7
If you guys think you are safe because you have the customer's signature as well, think again. I've lost a claim even though I had the signature + electronic name entered by UPS driver, matching the customer's name and delivery address. You are screwed every which way if they decide to lie.
Seller_7LrAV0m5llaI7
You didn't get a signature. If you got a signature and the customer was being scammy after they signed for it and picked it up, Amazon will cover it.
Seller_AYwEsKXPXD3pT
Our experience is the same - even with signature and client confirms in prior emails that they received the merchandise, Amazon credits them. We are fighting a losing battle when it comes to Amazon A-Z guarantee
Seller_2WvMtnd7QUKS3
Dear ULTRAVIOLIST
First of all, I want to say this. Unfortunately, Amazon does not accept delivery pictures. Amazon requires a signed proof. I suggest you write a good defense against the Amazon performance team here. This means that you have a lot of shortcomings in A-to-Z defenses.
If you are going to sell as FBM on Amazon, which I do not recommend you do anymore. I recommend you to sell via FBA.
Focus on Wholesale or Private Label sales, otherwise you won't be able to deal with customers.
Best Regards
