So we had an order, where a buyer opened an A-to-Z Guarantee claim and Amazon debited our account and counted the claim against our order defect rate: "The customer has not received their package and our records indicate you shipped this order after the maximum handle time." | "We have granted an A-to-z Guarantee claim of $25.24 on the order 112-9261579-5000233. We have debited the amount from your account and have counted the claim against your order defect rate."
We don't mind refunding the buyer if they haven't received the item - it's not their fault, it's not our fault either, but they can't be held responsible and this is just part of being a merchant - we will no questions asked refund the buyer if they did not receive their item. We have a huge - GIGANTIC PROBLEM with Amazon blindly counting this against our defect rate.
Per Amazon policies: "A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery."
We have submitted an appeal and it was denied due to: "We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner."
The item was shipped THE SAME DAY AS THE ORDER WAS PLACED and you can clearly see under the order details that it was shipped 1 day before the ship date: Ship date: Sun, Dec 8, 2024 | Ship by: Mon, Dec 9, 2024.
The Shipping label purchase shows: "Claims Protected", "OTDR Protected".
We have opened 2 cases now with this and Amazon blindly responds with "We stand strong with our decision".
I don't know if anybody working in Amazon who actually reads this forum, I have serious doubts, but this seems like an attempt to force everyone into FBA to squeeze the most money out of sellers with fees. You have to be either fully incompetent or intentionally hit order defect rate, where you can absolutely clearly see that the item was shipped on time, the item not only was shipped on time, it was shipped the same day of the order - we are working very hard to ship items the same day to make sure the buyers receive their items asap and then Amazon unreasonably and unfairly hurts our account.