Another A to Z
So out of random I was hit with an A to Z where once again the customer claims to not have received there package (ever growing trend here on Amazon). The customer contacted us, we responded and they went MIA. As I was reading over the A to Z I had noticed the following:
" The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate. "
Amazon straight up said I provide Amazon stated I provided enough evidence to prove that the customer received the item and with that I would imagine that I had won the claim, however I still lost. So How did I lose if Amazon stated I provided enough evidence? Can someone look into this please.
Order: 111-4708380-6079430
I did appeal the decision and still lost. Amazon needs to force people to communicate with the buyer to attempt to resolve the issue before just filing an A to Z Claim. Many people have gotten lazy and won't even speak to their mail carrier. It's like if the package isn't delivered to their dinner table or bed it was never received and they move straight to filing a claim.
Another A to Z
So out of random I was hit with an A to Z where once again the customer claims to not have received there package (ever growing trend here on Amazon). The customer contacted us, we responded and they went MIA. As I was reading over the A to Z I had noticed the following:
" The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate. "
Amazon straight up said I provide Amazon stated I provided enough evidence to prove that the customer received the item and with that I would imagine that I had won the claim, however I still lost. So How did I lose if Amazon stated I provided enough evidence? Can someone look into this please.
Order: 111-4708380-6079430
I did appeal the decision and still lost. Amazon needs to force people to communicate with the buyer to attempt to resolve the issue before just filing an A to Z Claim. Many people have gotten lazy and won't even speak to their mail carrier. It's like if the package isn't delivered to their dinner table or bed it was never received and they move straight to filing a claim.
1 reply
Danny_Amazon
Hey there @Seller_DaYqvZ1SJ9GN0- appreciate you starting this discussion for some guidance on A-to-z Claim decisions.
I wanted to make sure you had our help resources on A-to-z Claims and Buy Shipping handy, as using the Buy Shipping service does provide some protections against customer non-receipt claims. In taking a look at your provided Order, I do see the claim was granted to the customer since they report not receiving the item, but your ODR metric was not impacted. The order may have been delivered, but a variety of other issues may have occurred that prevented the customer from receiving the item. This is an area where being protected against such claims may come in handy, if Buy Shipping does make sense for your business in the future.
I hope this information is useful, but don't hesitate to let me know any questions!
Thanks,
Danny
