A to Z Claim granted Automately, appeal also denied
We had a claim last week: "Package didn't arrive". it was Automatically Granted. We sent an appeal with all the tracking websites, signatures, and POD.
Today, we received an email from the Amazon claim team that they will uphold their original decision.
One thing: after we sent the signature paperwork to the buyer, the buyer responded to our message, saying they found the package.
The customer also contacted Amazon customer to withdraw the claim, but the claim was still granted by the A to Z team.
So why did the Amaozn claim team still grant the claim even though the buyer confirmed they had the package?
This does not make sense. Does the A to Z team really review everything before making a decision?
We have case ID here: 15123396531
Can someone help us here? @Tatiana_Amazon@KJ_Amazon@Atlas_Amazon
A to Z Claim granted Automately, appeal also denied
We had a claim last week: "Package didn't arrive". it was Automatically Granted. We sent an appeal with all the tracking websites, signatures, and POD.
Today, we received an email from the Amazon claim team that they will uphold their original decision.
One thing: after we sent the signature paperwork to the buyer, the buyer responded to our message, saying they found the package.
The customer also contacted Amazon customer to withdraw the claim, but the claim was still granted by the A to Z team.
So why did the Amaozn claim team still grant the claim even though the buyer confirmed they had the package?
This does not make sense. Does the A to Z team really review everything before making a decision?
We have case ID here: 15123396531
Can someone help us here? @Tatiana_Amazon@KJ_Amazon@Atlas_Amazon
4 replies
Tatiana_Amazon
Hi @Seller_CXmxcmENqEzu7,
I've looked into the case and the associated order ID/A-to-Z claim and can understand your frustration. However, there is currently no escalation that can be taken on this appeal.
It's extremely important that valid tracking is provided in a timely manner and that all orders ship out on or before the Ship By date. As a reminder, valid tracking should be updated as soon as a tracking number is available (typically once it's created), and on time shipment is defined as carrier possession (label creation and truck scheduling scans do not count as on time shipment).
Additionally, we do not currently have a withdrawal request on file for this claim.
You can learn more about preventing A-to-Z claims here.
Tatiana
