A to Z Appeal Denied; Customer was sent exactly what was ordered
I would like assistance on an A to Z claim. My appeal was declined. Details are below. No case # but order # can be provided.
How would I avoid this in the future? Per Amazon's policies I am obligated to send the customer what she orders, not what I assume she wants. In addition, I sent the customer a 2025 charm to attach --just in case she DID wish to have 2025, but evidently she didn't find it in the box and my messages to her were left unanswered.
Thank you!
Lisa
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Customer ordered an ASIN which I fulfilled.
The product listing clearly states "2024", and all product images reflect the 2024 charm. The customer was sent exactly what was ordered.
Pre-order, the customer inquired about a 2025 version.
+ I provided a direct link to a customizable graduation charm for the 2025 version.
+ The customer did not acknowledge my response and proceeded to order the 2024 version instead. (I included a 2025 charm in the box just in case, which customer never found; but this is beside the point).
Amazon Policy Compliance:
+ As a seller, Amazon’s policies require me to send exactly what the customer orders—not what I assume they may prefer.
+ Amazon’s Selling Policies and Seller Code of Conduct mandate accurate product fulfillment.
+ Amazon’s Product Detail Page Rules emphasize the importance of clear and accurate product descriptions.
Delivery Confirmation:
+ The order was delivered via USPS with tracking info.
+ Repeated attempts to contact the customer were unsuccessful.
Based on these facts, I request that the claim be denied, as the item was correctly described, accurately fulfilled, and delivered as ordered.
A to Z Appeal Denied; Customer was sent exactly what was ordered
I would like assistance on an A to Z claim. My appeal was declined. Details are below. No case # but order # can be provided.
How would I avoid this in the future? Per Amazon's policies I am obligated to send the customer what she orders, not what I assume she wants. In addition, I sent the customer a 2025 charm to attach --just in case she DID wish to have 2025, but evidently she didn't find it in the box and my messages to her were left unanswered.
Thank you!
Lisa
======================
Customer ordered an ASIN which I fulfilled.
The product listing clearly states "2024", and all product images reflect the 2024 charm. The customer was sent exactly what was ordered.
Pre-order, the customer inquired about a 2025 version.
+ I provided a direct link to a customizable graduation charm for the 2025 version.
+ The customer did not acknowledge my response and proceeded to order the 2024 version instead. (I included a 2025 charm in the box just in case, which customer never found; but this is beside the point).
Amazon Policy Compliance:
+ As a seller, Amazon’s policies require me to send exactly what the customer orders—not what I assume they may prefer.
+ Amazon’s Selling Policies and Seller Code of Conduct mandate accurate product fulfillment.
+ Amazon’s Product Detail Page Rules emphasize the importance of clear and accurate product descriptions.
Delivery Confirmation:
+ The order was delivered via USPS with tracking info.
+ Repeated attempts to contact the customer were unsuccessful.
Based on these facts, I request that the claim be denied, as the item was correctly described, accurately fulfilled, and delivered as ordered.
0 replies
Joey_Amazon
Hi @Seller_duWknqNkJt3h6,
Thank you for posting here at the Handmade forums and bringing this matter to our attention.
Please share the Order ID or Claim ID associated with this case. I would like to review all of the details and provide you with accurate feedback.
