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MULTIPLE A-Z CLAIMS LOST
Good morning, I am hoping i can get any type of help. I am now on my 3rd A-Z claim in the past 60 days which has now affected my Order Defect Rate which is now affecting my sales. As They have now removed the buy box from all my listings. I keep having buyer's opening up claims stating "Package didn't arrive" which 10000% false. Both of these customers had issues with their orders claiming their items were defective and wanted a refund. One of the two claims I sent a replacement. The other one kept insisting on a refund without returning my items. I told them I would not give them a refund without my items being returned. All this communication between the buyers and I was done through Amazon messaging. Tracking shows all these items were delivered on time. These buyers openly admitted to using my items in Messages so why is Amazon letting them open up an A-Z claim stating they never received anything??
1 of the A-Z Claims I have lost already and have appealed.
The other is still under review but I am pretty certain I am going to lose just as i did the other one.
I did not buy shipping through Amazon but I do have my UPS account linked to my account.
I am not going to let these buyers take advantage of me. Am I doing something wrong?
Also to put into perspective I have done $20k in sales the 2 weeks prior to this happening. Since this has happened I have had 0 orders.
I just would not like these claims to NOT affect my ODR so I can have the buy box back on my listings to receive sales again and move on.
5 replies
Seller_OvL8C4BJWiuS9
For large ticket items you really should use Amazon buy shipping as that is the only way you are going to be covered (maybe).
Tatiana_Amazon
Hi @Seller_dMYwhTFJ84eel,
I do understand your frustration with this A-to-Z claim and have taken a closer look at it. There are a couple of issues with the order that likely affected the outcome of your appeal:
- As @Seller_OvL8C4BJWiuS9 mentioned, Amazon is only able to reimburse on claims of item not received when the shipping is purchased through Amazon's Buy Shipping services. We are unable to reimburse on claims where shipping was acquired through a third party source.
- It's important that carrier tracking shows both a possession scan of the package on or before the Ship By Date, and that the package was delivered by the Estimated Delivery Date. If a package is shipped late and arrives late, a buyer may be entitled to a claim.
I realize this is likely not the response you were hoping for, but I do hope the information above provides some further context into the current resolution of the claim. You can learn more about preventing A-to-Z claims here.
Tatiana
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