I got an A-Z claim recently that the customer filed due to non-delivery of the product. The product was shipped prior to the Canada Post strike. I understand the customer should be refunded for this, even as my product is being stuck in the local Canada Post facility at risk of delivery anyways despite the refund.

Has Amazon said anything about whether or not the ODR will be hit because of this issue that is outside of our control? We got hit on our order because of this, and the appeal did not result in reversal of the strike. Anyone from Amazon can take a look at this? Please & Thanks

Trying to keep my very small business a float, I shipped a VHS Tape by an alternate shipping method. I cannot afford to send a $30.00 tape that cost me $26.75 to shipped, what are other sellers doing during this strike? Will I get a negative feedback because I can deliver my product?

Hello,

@Seller_7I1InA30aApWy@Seller_vtQxROP6UNr1O

We received Order ID: 701-4163259-6423466 on Sunday, November 24, 2024, which was shipped via Amazon Integrated Carrier GLS Canada with Tracking ID P43863971. On November 28, 2024, GLS Canada updated the tracking status and provided a new tracking ID, GF5194276, which was shared with both the seller(us) and the customer. We also communicated this update to the customer via Buyer-Seller messages before the promised delivery time frame. Thereafter, the customer was satisfied and did not reached out back to us for any query.

However, on December 2, 2024, after receiving the order on the very same day, the customer filed an A-to-Z claim. To this, the claim team granted it in the favour of the customer by giving the following reason "In this case, the customer claimed an issue with the delivery and the tracking information you provided shows that the package was lost. You may be able to recover the value of any lost items by filing a claim with the carrier." Thereafter we provided the tracking screenshot of the updated tracking ID GF5194276 to the A-to-Z claim team, but our claim was unfortunately denied.

We followed all procedures, ensured timely updates, and successfully delivered the order. We kindly request that you reinvestigate the claim, as we have lost the product and an ODR is being counted against our account.

Thank you for your attention to this matter, and we look forward to your assistance.

Hello Amazon Team and Fellow Sellers,

Recently, I have noticed considerable challenges in defending ourselves against A-to-Z Guarantee claims and customer complaints. While Amazon grants us the right to respond, it has become apparent over the past 6-7 months that our defenses are often met with automated responses. This gives the impression that our detailed explanations may not be reviewed or considered thoughtfully.

While I understand and respect Amazon’s commitment to customer satisfaction, it is only fair for us sellers to expect a balanced approach and a fair review process. Just as customer claims are treated with appropriate care, I believe that seller rights should also be safeguarded, especially in cases where we are not at fault. This lack of support can lead to a sense that we do not have Amazon’s backing, which ultimately affects our confidence as sellers.

I kindly request that Amazon considers a more balanced approach that protects both customers’ and sellers’ rights equally and ensures a thorough review of seller responses. I am hopeful that the Amazon team will address this crucial concern.

Thank you,

Irem Keremit

can Amazon help me to protect from Fraudulent buyers who received the items and the filed the chargeback against me and then Amazon gave them money back. I have all the evidences that package was delivered on time with Proof of Signature. Even tracking shows package was collected by buyer from post office and signed as well. It was also delivered between the give time Frame BUT still I lost my items and $515

I provided all these documents to Amazon immediately when they first sent me chargeback case opened by buyer. Is there any protection for sellers from Fraudulent Buyers ???

I hope Amazon will give me an answer as well my money back. Here is my Order ID 701-2552392-9261862and I have also attached the Proof of Delivery when buyer collected the Package from Canada Post and signed for it.