A detailed guide about A-to-z Claims
Since there are so many forum topics and posts about sellers having a difficulty with responding to A-Z claims and winning them, I decided to make a thread with detailed instructions how to properly represent your case in different situations and have any claims closed in your favor. Everything is based on my own experience gained after handling hundreds of A-Z claims per year.
The most important factor when determining how to respond to an A-Z claim is the claim title. There are 2 main types:
- “Items Not Received”
- “Items Not As Described”
There also used to be an option of opening a claim with no title at all or a claim type “Order Returned”, but since I haven’t seen them for a few months, I am assuming that Amazon is no longer allowing them.
You should know, that buyers (or Amazon Customer Support) are often selecting the incorrect claim title and mentioning a completely different issue in the claim comments, therefore making it difficult to submit a proper response.
Also, buyers are able to appeal the claim decision and update their story anytime. For example by claiming that the item arrived damaged after losing an “Items Not Received” claim or by stating that the goods were never received when being asked by Amazon to return them in order to get their money back.
For this reason, my claim representations almost always address the second claim type as well, to ensure that Amazon will not simply refund the buyer after the story gets changed.
They are written in a very clear, polite language to ensure that overseas Amazon reps will understand them. There are no accusations or insults towards Amazon or buyers. I am simply standing my ground. This 100% works, without any need to submit proof pictures, videos, contact the Seller Support or report the buyers.
”Items Not Received” A-Z claims
While in the past, sellers used to be able to win these claims or at least have them funded by Amazon with just tracking, Amazon has recently gotten a lot stricter and is in most cases of non-receipt complaints requesting sellers to provide a proof of delivery with the buyer’s signature.
So even if you respond properly, the claim might bounce back as requiring a response and end up being granted and Seller Funded.
The only guaranteed way how to win them is having a tracking link showing delivery + pdf file with the buyer’s signature. A tracking link showing delivery with a signature of the addressee will be often sufficient, unless the buyer appeals.
This is the current policy:
Here are some example situations with my response templates (click on each link to expose the claim representation):
- Buyer claiming non-receipt and seller has the signature proof of delivery
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming non-receipt and seller has just tracking
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery). According to the order’s tracking information, the package was delivered to the correct address on (date). Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming non-receipt and the shipment was delayed in transit
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package is currently still in transit to the buyer, due to postal delays caused by (enter what is appropriate - bad weather, postal strikes, etc.). The order will be delivered to the buyer in a few days.”
- Buyer claiming non-receipt and the package is awaiting collection at the post office
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date). After repeated unsuccessful delivery attempts, the package was left at the buyer’s local post office (name/address). The buyer can collect his package anytime. In case that the package gets refused or returned back to the sender, I will issue a full refund as soon as I receive it back. Please close this claim since the package is awaiting collection at the buyer’s post office and I am unable to refund without receiving it back. Thank you.”
- Buyer claiming non-receipt after selecting Expedited/Premium Delivery at checkout without noticing the extra cost and then refusing/not collecting the package, hoping to get a full refund
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee refused the package. Since the package was returned, I refunded the buyer the full product price. Expedited/Premium Delivery was selected at checkout and this charge won’t be refunded. Please close the claim since I have already refunded the buyer and there has been no error on my part, as the buyer refused the delivery of the package. Thank you.”
- Buyer claiming non-receipt and seller shipped a replacement
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package (was lost/ delivered / returned back to sender, etc…). The buyer contacted me on (date) and stated that she didn’t receive her order. I immediately responded to the buyer and promised to send her a new package as a replacement. So I shipped a new package as a replacement with tracking number (xxxx) by carrier (carrier name), which [will be delivered to the buyer after weekend/ was already delivered on (date)]. I did not receive any response to my messages. I think that the buyer opted out of the Amazon messaging. The Amazon customer service opened an A-Z claim, despite I already shipped a replacement and mentioned it in a message. Please contact the buyer and tell her that the replacement was already (shipped/delivered) and that the tracking number is (xxxx), it can be tracked on this link: (tracking link showing status of the shipment) and ask her to cancel the claim. Thank you.
- Buyer claiming the receipt of an empty box - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that only a part of order was received after ordering multiple items
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that items were not as described - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that the order arrived late - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). If the buyer no longer needs his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
*Applies to Amazon USA only:
- Buyer claiming non-receipt and the shipping was purchased from Amazon
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and if applicable signature). According to the order’s tracking information, the package was delivered to the correct address on (date). The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220. Please close this claim since the order was already delivered and the shipping was bought from Amazon. Thank you.”
- Buyer claiming non-receipt after refusing a package shipped using Amazon’s Buy Shipping Services, which was then lost in transit
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee then refused the package and it got lost on it’s way back to the sender. The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220&ref=ag_G200202220 Also, Amazon’s policy states that refusing a package isn’t a way to return the item and in a case like this, the buyer would not be covered by the A-Z guarantee. Here is the text of the policy: “If a package doesn’t arrive and you don’t use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under the A-to-z Guarantee.” Link: https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=15015721 . Please close this claim without debiting my account, since the shipping was purchased from Amazon and the package got lost after buyer refused the delivery. Thank you.”
”Items Not As Described” A-Z claims
These claims are very easy to win, regardless if the items were shipped tracked or not. However, the outcome is very dependent on the way, how a seller handles his return requests.
All return requests should be processed (either denied or accepted) within no more than 48 hours. Eligible returns (requested within the Amazon’s 30days mandatory return period) need to be authorised, regardless of the category. Out of policy return requests can be denied.
The most common mistake, which inexperienced sellers make is demanding the buyers to supply proof pictures or explain why are they are asking for a return. Some sellers will dispute the return reason selected by the buyer and call the Seller Support, expecting assurances that they are within their rights to refuse the request. This is often followed by an A-Z claim with a full refund to the buyer.
Also, once a return is authorised, there is no room for any negotiations with the buyer. They are within their rights to return the items.
Once items are returned, the seller should carefully inspect the merchandise and in case that it arrived back in a different condition than sent, it is possible to withold a restocking fee of up to 50%. Restocking fees of up to 20% can be applied on all returns, regardless of the condition.
Here are the Amazon Guidelines for charging restocking fees:
A very important thing is also knowing how to handle returns for orders placed on different Amazon marketplaces.
The seller is always required to either provide a local return address, pre-paid return label (to have the items returned to his own country) or refund the buyer in full, without requesting the merchandise to be returned.
Here are some example situations with my response templates (click on each link to expose the claim representation):
- Buyer claiming that items were not as described, without ever contacting the seller
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the items. According to the Amazon policy, it is possible to return the order for a refund within 30days past delivery. I will issue a refund as soon as I receive the items back.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer claiming that items were not as described after requesting a return, without returning the items or providing a tracking number as proof of shipping anything back
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned and no return tracking information provided. I will issue a refund as soon as I receive the items back. Thank you.”
- Buyer claiming that items were not as described after the returns period has already expired
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items and didn’t request a return within the Amazon’s 30days return policy. A return request was opened on (date), which was denied for being “out of policy” as it was opened (xx) days after delivery. Please close the claim since this order is no longer eligible to be returned. Thank you.”
- Buyer claiming that the shipping cost/price was too high and requesting a partial refund without a return
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items, but complained that the shipping cost/price is too high. The cost was displayed at checkout and the buyer agreed to it by placing the order. If the buyer isn’t satisfied with his order, it is possible to return it for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer claiming that items were not as described and demanding a full refund/ free item without a return
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer contacted me to say that he is not satisfied with his order and demanded (xxxxx) without a return. According to the Amazon policy, it is possible to return the order for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer demanding the remaining order cost to be reimbursed after only getting a partial refund due to being charged a restocking fee
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately. The return was received on (date) and immediately processed with a refund of (amount). A partial refund was isssued due to a 50% restocking fee, which was applied because the items were returned without the original packaging and heavily used, in unsellable condition. Please close this claim since the return was already processed with a refund issued according to the Amazon Guidelines for charging restocking fees - https://sellercentral.amazon.com/gp/help/help.html?itemID=201725780&language=en_US&ref=ag_201725780_relt_G201725710 . Thank you.”
- Buyer claiming that items were not as described and demanding a refund after shipping the return, return package was not delivered/returned back to the sender due to buyer shipping it to incorrect address
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned. The return tracking information provided by the buyer shows that the package was shipped to an incorrect address and then returned back to the sender. I will issue a refund as soon as I receive the items back. Thank you.”
International buyer demanding his import duties to be reimbursed
”Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the item. He/she contacted me on (date) to request a refund of their import duties. According to the Amazon policy, the international buyer is responsible for any import duties and the seller is not required to refund them. It can be found on this link: https://www.amazon.com/gp/help/customer/display.html?nodeId=201910420. I explained that these extra costs will not be refunded as they are not the seller’s responsibility and offered to return the item for a refund. I will refund the buyer as soon as the order is returned. Thank you”
These are the most common claim types but if you encounter any other situation or if I missed anything, feel free to let me know and I will add it along with an appropriate claim representation.
0 replies
Seller_d7Z0MKOJalf7S
I just had an order returned A-Z claim that I of course successfully defended because we never received the returned purchase and the buyer could not provide proof of a returned package.
Seller_IuuXmWzje0ORa
@AngelicPretty This is super helpful! Thanks for taking the time to do it for us less experienced! TJ
Seller_YmOa7HY60jO3l
Thank you for taking the time to pass along very detailed and good advice.
Seller_O1UFNr1zG3VPh
Thank you for the information and form letters. Very helpful, even for someone who has been here awhile!
Through The Stacks LLC
Seller_jaRrxKZBrn9lQ
Thank you so much for taking the time to share this helpful information!
Seller_ygga05V386Esx
This is great information. How do I save this?
Seller_onAnLSpxxFWns
Question: When the buyer first contacts you stating INR, do you advise them to file an A-Z ?
As far as I can tell, A-Z is the only way Amazon will cover the refund (instead of seller). Is this correct?
Thanks!
Seller_GFrmhjcu6XQBe
Thank you so much !! Greatly appreciated…
Seller_Vq4YDwW4lOUx2
Most useful and carefully detailed advice I’ve Ever Seen!! Thank You!!!
Seller_otDFihTxKiDRD
I copied it into a word doc. What a kind thing to do for users of the forum. This is 7 pages in a word doc. You spent your own valuable time creating this very valuable and easy to use reference, and it is most appreciated. I hope good things come your way!
Thank you very much.
MJ
A detailed guide about A-to-z Claims
Since there are so many forum topics and posts about sellers having a difficulty with responding to A-Z claims and winning them, I decided to make a thread with detailed instructions how to properly represent your case in different situations and have any claims closed in your favor. Everything is based on my own experience gained after handling hundreds of A-Z claims per year.
The most important factor when determining how to respond to an A-Z claim is the claim title. There are 2 main types:
- “Items Not Received”
- “Items Not As Described”
There also used to be an option of opening a claim with no title at all or a claim type “Order Returned”, but since I haven’t seen them for a few months, I am assuming that Amazon is no longer allowing them.
You should know, that buyers (or Amazon Customer Support) are often selecting the incorrect claim title and mentioning a completely different issue in the claim comments, therefore making it difficult to submit a proper response.
Also, buyers are able to appeal the claim decision and update their story anytime. For example by claiming that the item arrived damaged after losing an “Items Not Received” claim or by stating that the goods were never received when being asked by Amazon to return them in order to get their money back.
For this reason, my claim representations almost always address the second claim type as well, to ensure that Amazon will not simply refund the buyer after the story gets changed.
They are written in a very clear, polite language to ensure that overseas Amazon reps will understand them. There are no accusations or insults towards Amazon or buyers. I am simply standing my ground. This 100% works, without any need to submit proof pictures, videos, contact the Seller Support or report the buyers.
”Items Not Received” A-Z claims
While in the past, sellers used to be able to win these claims or at least have them funded by Amazon with just tracking, Amazon has recently gotten a lot stricter and is in most cases of non-receipt complaints requesting sellers to provide a proof of delivery with the buyer’s signature.
So even if you respond properly, the claim might bounce back as requiring a response and end up being granted and Seller Funded.
The only guaranteed way how to win them is having a tracking link showing delivery + pdf file with the buyer’s signature. A tracking link showing delivery with a signature of the addressee will be often sufficient, unless the buyer appeals.
This is the current policy:
Here are some example situations with my response templates (click on each link to expose the claim representation):
- Buyer claiming non-receipt and seller has the signature proof of delivery
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming non-receipt and seller has just tracking
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery). According to the order’s tracking information, the package was delivered to the correct address on (date). Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming non-receipt and the shipment was delayed in transit
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package is currently still in transit to the buyer, due to postal delays caused by (enter what is appropriate - bad weather, postal strikes, etc.). The order will be delivered to the buyer in a few days.”
- Buyer claiming non-receipt and the package is awaiting collection at the post office
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date). After repeated unsuccessful delivery attempts, the package was left at the buyer’s local post office (name/address). The buyer can collect his package anytime. In case that the package gets refused or returned back to the sender, I will issue a full refund as soon as I receive it back. Please close this claim since the package is awaiting collection at the buyer’s post office and I am unable to refund without receiving it back. Thank you.”
- Buyer claiming non-receipt after selecting Expedited/Premium Delivery at checkout without noticing the extra cost and then refusing/not collecting the package, hoping to get a full refund
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee refused the package. Since the package was returned, I refunded the buyer the full product price. Expedited/Premium Delivery was selected at checkout and this charge won’t be refunded. Please close the claim since I have already refunded the buyer and there has been no error on my part, as the buyer refused the delivery of the package. Thank you.”
- Buyer claiming non-receipt and seller shipped a replacement
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package (was lost/ delivered / returned back to sender, etc…). The buyer contacted me on (date) and stated that she didn’t receive her order. I immediately responded to the buyer and promised to send her a new package as a replacement. So I shipped a new package as a replacement with tracking number (xxxx) by carrier (carrier name), which [will be delivered to the buyer after weekend/ was already delivered on (date)]. I did not receive any response to my messages. I think that the buyer opted out of the Amazon messaging. The Amazon customer service opened an A-Z claim, despite I already shipped a replacement and mentioned it in a message. Please contact the buyer and tell her that the replacement was already (shipped/delivered) and that the tracking number is (xxxx), it can be tracked on this link: (tracking link showing status of the shipment) and ask her to cancel the claim. Thank you.
- Buyer claiming the receipt of an empty box - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that only a part of order was received after ordering multiple items
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that items were not as described - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that the order arrived late - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). If the buyer no longer needs his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
*Applies to Amazon USA only:
- Buyer claiming non-receipt and the shipping was purchased from Amazon
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and if applicable signature). According to the order’s tracking information, the package was delivered to the correct address on (date). The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220. Please close this claim since the order was already delivered and the shipping was bought from Amazon. Thank you.”
- Buyer claiming non-receipt after refusing a package shipped using Amazon’s Buy Shipping Services, which was then lost in transit
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee then refused the package and it got lost on it’s way back to the sender. The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220&ref=ag_G200202220 Also, Amazon’s policy states that refusing a package isn’t a way to return the item and in a case like this, the buyer would not be covered by the A-Z guarantee. Here is the text of the policy: “If a package doesn’t arrive and you don’t use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under the A-to-z Guarantee.” Link: https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=15015721 . Please close this claim without debiting my account, since the shipping was purchased from Amazon and the package got lost after buyer refused the delivery. Thank you.”
”Items Not As Described” A-Z claims
These claims are very easy to win, regardless if the items were shipped tracked or not. However, the outcome is very dependent on the way, how a seller handles his return requests.
All return requests should be processed (either denied or accepted) within no more than 48 hours. Eligible returns (requested within the Amazon’s 30days mandatory return period) need to be authorised, regardless of the category. Out of policy return requests can be denied.
The most common mistake, which inexperienced sellers make is demanding the buyers to supply proof pictures or explain why are they are asking for a return. Some sellers will dispute the return reason selected by the buyer and call the Seller Support, expecting assurances that they are within their rights to refuse the request. This is often followed by an A-Z claim with a full refund to the buyer.
Also, once a return is authorised, there is no room for any negotiations with the buyer. They are within their rights to return the items.
Once items are returned, the seller should carefully inspect the merchandise and in case that it arrived back in a different condition than sent, it is possible to withold a restocking fee of up to 50%. Restocking fees of up to 20% can be applied on all returns, regardless of the condition.
Here are the Amazon Guidelines for charging restocking fees:
A very important thing is also knowing how to handle returns for orders placed on different Amazon marketplaces.
The seller is always required to either provide a local return address, pre-paid return label (to have the items returned to his own country) or refund the buyer in full, without requesting the merchandise to be returned.
Here are some example situations with my response templates (click on each link to expose the claim representation):
- Buyer claiming that items were not as described, without ever contacting the seller
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the items. According to the Amazon policy, it is possible to return the order for a refund within 30days past delivery. I will issue a refund as soon as I receive the items back.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer claiming that items were not as described after requesting a return, without returning the items or providing a tracking number as proof of shipping anything back
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned and no return tracking information provided. I will issue a refund as soon as I receive the items back. Thank you.”
- Buyer claiming that items were not as described after the returns period has already expired
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items and didn’t request a return within the Amazon’s 30days return policy. A return request was opened on (date), which was denied for being “out of policy” as it was opened (xx) days after delivery. Please close the claim since this order is no longer eligible to be returned. Thank you.”
- Buyer claiming that the shipping cost/price was too high and requesting a partial refund without a return
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items, but complained that the shipping cost/price is too high. The cost was displayed at checkout and the buyer agreed to it by placing the order. If the buyer isn’t satisfied with his order, it is possible to return it for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer claiming that items were not as described and demanding a full refund/ free item without a return
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer contacted me to say that he is not satisfied with his order and demanded (xxxxx) without a return. According to the Amazon policy, it is possible to return the order for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer demanding the remaining order cost to be reimbursed after only getting a partial refund due to being charged a restocking fee
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately. The return was received on (date) and immediately processed with a refund of (amount). A partial refund was isssued due to a 50% restocking fee, which was applied because the items were returned without the original packaging and heavily used, in unsellable condition. Please close this claim since the return was already processed with a refund issued according to the Amazon Guidelines for charging restocking fees - https://sellercentral.amazon.com/gp/help/help.html?itemID=201725780&language=en_US&ref=ag_201725780_relt_G201725710 . Thank you.”
- Buyer claiming that items were not as described and demanding a refund after shipping the return, return package was not delivered/returned back to the sender due to buyer shipping it to incorrect address
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned. The return tracking information provided by the buyer shows that the package was shipped to an incorrect address and then returned back to the sender. I will issue a refund as soon as I receive the items back. Thank you.”
International buyer demanding his import duties to be reimbursed
”Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the item. He/she contacted me on (date) to request a refund of their import duties. According to the Amazon policy, the international buyer is responsible for any import duties and the seller is not required to refund them. It can be found on this link: https://www.amazon.com/gp/help/customer/display.html?nodeId=201910420. I explained that these extra costs will not be refunded as they are not the seller’s responsibility and offered to return the item for a refund. I will refund the buyer as soon as the order is returned. Thank you”
These are the most common claim types but if you encounter any other situation or if I missed anything, feel free to let me know and I will add it along with an appropriate claim representation.
A detailed guide about A-to-z Claims
Since there are so many forum topics and posts about sellers having a difficulty with responding to A-Z claims and winning them, I decided to make a thread with detailed instructions how to properly represent your case in different situations and have any claims closed in your favor. Everything is based on my own experience gained after handling hundreds of A-Z claims per year.
The most important factor when determining how to respond to an A-Z claim is the claim title. There are 2 main types:
- “Items Not Received”
- “Items Not As Described”
There also used to be an option of opening a claim with no title at all or a claim type “Order Returned”, but since I haven’t seen them for a few months, I am assuming that Amazon is no longer allowing them.
You should know, that buyers (or Amazon Customer Support) are often selecting the incorrect claim title and mentioning a completely different issue in the claim comments, therefore making it difficult to submit a proper response.
Also, buyers are able to appeal the claim decision and update their story anytime. For example by claiming that the item arrived damaged after losing an “Items Not Received” claim or by stating that the goods were never received when being asked by Amazon to return them in order to get their money back.
For this reason, my claim representations almost always address the second claim type as well, to ensure that Amazon will not simply refund the buyer after the story gets changed.
They are written in a very clear, polite language to ensure that overseas Amazon reps will understand them. There are no accusations or insults towards Amazon or buyers. I am simply standing my ground. This 100% works, without any need to submit proof pictures, videos, contact the Seller Support or report the buyers.
”Items Not Received” A-Z claims
While in the past, sellers used to be able to win these claims or at least have them funded by Amazon with just tracking, Amazon has recently gotten a lot stricter and is in most cases of non-receipt complaints requesting sellers to provide a proof of delivery with the buyer’s signature.
So even if you respond properly, the claim might bounce back as requiring a response and end up being granted and Seller Funded.
The only guaranteed way how to win them is having a tracking link showing delivery + pdf file with the buyer’s signature. A tracking link showing delivery with a signature of the addressee will be often sufficient, unless the buyer appeals.
This is the current policy:
Here are some example situations with my response templates (click on each link to expose the claim representation):
- Buyer claiming non-receipt and seller has the signature proof of delivery
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming non-receipt and seller has just tracking
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery). According to the order’s tracking information, the package was delivered to the correct address on (date). Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming non-receipt and the shipment was delayed in transit
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package is currently still in transit to the buyer, due to postal delays caused by (enter what is appropriate - bad weather, postal strikes, etc.). The order will be delivered to the buyer in a few days.”
- Buyer claiming non-receipt and the package is awaiting collection at the post office
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date). After repeated unsuccessful delivery attempts, the package was left at the buyer’s local post office (name/address). The buyer can collect his package anytime. In case that the package gets refused or returned back to the sender, I will issue a full refund as soon as I receive it back. Please close this claim since the package is awaiting collection at the buyer’s post office and I am unable to refund without receiving it back. Thank you.”
- Buyer claiming non-receipt after selecting Expedited/Premium Delivery at checkout without noticing the extra cost and then refusing/not collecting the package, hoping to get a full refund
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee refused the package. Since the package was returned, I refunded the buyer the full product price. Expedited/Premium Delivery was selected at checkout and this charge won’t be refunded. Please close the claim since I have already refunded the buyer and there has been no error on my part, as the buyer refused the delivery of the package. Thank you.”
- Buyer claiming non-receipt and seller shipped a replacement
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package (was lost/ delivered / returned back to sender, etc…). The buyer contacted me on (date) and stated that she didn’t receive her order. I immediately responded to the buyer and promised to send her a new package as a replacement. So I shipped a new package as a replacement with tracking number (xxxx) by carrier (carrier name), which [will be delivered to the buyer after weekend/ was already delivered on (date)]. I did not receive any response to my messages. I think that the buyer opted out of the Amazon messaging. The Amazon customer service opened an A-Z claim, despite I already shipped a replacement and mentioned it in a message. Please contact the buyer and tell her that the replacement was already (shipped/delivered) and that the tracking number is (xxxx), it can be tracked on this link: (tracking link showing status of the shipment) and ask her to cancel the claim. Thank you.
- Buyer claiming the receipt of an empty box - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that only a part of order was received after ordering multiple items
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that items were not as described - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
- Buyer claiming that the order arrived late - “Items Not Received” claim title
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). If the buyer no longer needs his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”
*Applies to Amazon USA only:
- Buyer claiming non-receipt and the shipping was purchased from Amazon
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and if applicable signature). According to the order’s tracking information, the package was delivered to the correct address on (date). The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220. Please close this claim since the order was already delivered and the shipping was bought from Amazon. Thank you.”
- Buyer claiming non-receipt after refusing a package shipped using Amazon’s Buy Shipping Services, which was then lost in transit
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee then refused the package and it got lost on it’s way back to the sender. The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220&ref=ag_G200202220 Also, Amazon’s policy states that refusing a package isn’t a way to return the item and in a case like this, the buyer would not be covered by the A-Z guarantee. Here is the text of the policy: “If a package doesn’t arrive and you don’t use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under the A-to-z Guarantee.” Link: https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=15015721 . Please close this claim without debiting my account, since the shipping was purchased from Amazon and the package got lost after buyer refused the delivery. Thank you.”
”Items Not As Described” A-Z claims
These claims are very easy to win, regardless if the items were shipped tracked or not. However, the outcome is very dependent on the way, how a seller handles his return requests.
All return requests should be processed (either denied or accepted) within no more than 48 hours. Eligible returns (requested within the Amazon’s 30days mandatory return period) need to be authorised, regardless of the category. Out of policy return requests can be denied.
The most common mistake, which inexperienced sellers make is demanding the buyers to supply proof pictures or explain why are they are asking for a return. Some sellers will dispute the return reason selected by the buyer and call the Seller Support, expecting assurances that they are within their rights to refuse the request. This is often followed by an A-Z claim with a full refund to the buyer.
Also, once a return is authorised, there is no room for any negotiations with the buyer. They are within their rights to return the items.
Once items are returned, the seller should carefully inspect the merchandise and in case that it arrived back in a different condition than sent, it is possible to withold a restocking fee of up to 50%. Restocking fees of up to 20% can be applied on all returns, regardless of the condition.
Here are the Amazon Guidelines for charging restocking fees:
A very important thing is also knowing how to handle returns for orders placed on different Amazon marketplaces.
The seller is always required to either provide a local return address, pre-paid return label (to have the items returned to his own country) or refund the buyer in full, without requesting the merchandise to be returned.
Here are some example situations with my response templates (click on each link to expose the claim representation):
- Buyer claiming that items were not as described, without ever contacting the seller
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the items. According to the Amazon policy, it is possible to return the order for a refund within 30days past delivery. I will issue a refund as soon as I receive the items back.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer claiming that items were not as described after requesting a return, without returning the items or providing a tracking number as proof of shipping anything back
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned and no return tracking information provided. I will issue a refund as soon as I receive the items back. Thank you.”
- Buyer claiming that items were not as described after the returns period has already expired
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items and didn’t request a return within the Amazon’s 30days return policy. A return request was opened on (date), which was denied for being “out of policy” as it was opened (xx) days after delivery. Please close the claim since this order is no longer eligible to be returned. Thank you.”
- Buyer claiming that the shipping cost/price was too high and requesting a partial refund without a return
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items, but complained that the shipping cost/price is too high. The cost was displayed at checkout and the buyer agreed to it by placing the order. If the buyer isn’t satisfied with his order, it is possible to return it for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer claiming that items were not as described and demanding a full refund/ free item without a return
“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer contacted me to say that he is not satisfied with his order and demanded (xxxxx) without a return. According to the Amazon policy, it is possible to return the order for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”
After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.
- Buyer demanding the remaining order cost to be reimbursed after only getting a partial refund due to being charged a restocking fee
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately. The return was received on (date) and immediately processed with a refund of (amount). A partial refund was isssued due to a 50% restocking fee, which was applied because the items were returned without the original packaging and heavily used, in unsellable condition. Please close this claim since the return was already processed with a refund issued according to the Amazon Guidelines for charging restocking fees - https://sellercentral.amazon.com/gp/help/help.html?itemID=201725780&language=en_US&ref=ag_201725780_relt_G201725710 . Thank you.”
- Buyer claiming that items were not as described and demanding a refund after shipping the return, return package was not delivered/returned back to the sender due to buyer shipping it to incorrect address
“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned. The return tracking information provided by the buyer shows that the package was shipped to an incorrect address and then returned back to the sender. I will issue a refund as soon as I receive the items back. Thank you.”
International buyer demanding his import duties to be reimbursed
”Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the item. He/she contacted me on (date) to request a refund of their import duties. According to the Amazon policy, the international buyer is responsible for any import duties and the seller is not required to refund them. It can be found on this link: https://www.amazon.com/gp/help/customer/display.html?nodeId=201910420. I explained that these extra costs will not be refunded as they are not the seller’s responsibility and offered to return the item for a refund. I will refund the buyer as soon as the order is returned. Thank you”
These are the most common claim types but if you encounter any other situation or if I missed anything, feel free to let me know and I will add it along with an appropriate claim representation.
0 replies
0 replies
Seller_d7Z0MKOJalf7S
I just had an order returned A-Z claim that I of course successfully defended because we never received the returned purchase and the buyer could not provide proof of a returned package.
Seller_IuuXmWzje0ORa
@AngelicPretty This is super helpful! Thanks for taking the time to do it for us less experienced! TJ
Seller_YmOa7HY60jO3l
Thank you for taking the time to pass along very detailed and good advice.
Seller_O1UFNr1zG3VPh
Thank you for the information and form letters. Very helpful, even for someone who has been here awhile!
Through The Stacks LLC
Seller_jaRrxKZBrn9lQ
Thank you so much for taking the time to share this helpful information!
Seller_ygga05V386Esx
This is great information. How do I save this?
Seller_onAnLSpxxFWns
Question: When the buyer first contacts you stating INR, do you advise them to file an A-Z ?
As far as I can tell, A-Z is the only way Amazon will cover the refund (instead of seller). Is this correct?
Thanks!
Seller_GFrmhjcu6XQBe
Thank you so much !! Greatly appreciated…
Seller_Vq4YDwW4lOUx2
Most useful and carefully detailed advice I’ve Ever Seen!! Thank You!!!
Seller_otDFihTxKiDRD
I copied it into a word doc. What a kind thing to do for users of the forum. This is 7 pages in a word doc. You spent your own valuable time creating this very valuable and easy to use reference, and it is most appreciated. I hope good things come your way!
Thank you very much.
MJ
Seller_d7Z0MKOJalf7S
I just had an order returned A-Z claim that I of course successfully defended because we never received the returned purchase and the buyer could not provide proof of a returned package.
Seller_d7Z0MKOJalf7S
I just had an order returned A-Z claim that I of course successfully defended because we never received the returned purchase and the buyer could not provide proof of a returned package.
Seller_IuuXmWzje0ORa
@AngelicPretty This is super helpful! Thanks for taking the time to do it for us less experienced! TJ
Seller_IuuXmWzje0ORa
@AngelicPretty This is super helpful! Thanks for taking the time to do it for us less experienced! TJ
Seller_YmOa7HY60jO3l
Thank you for taking the time to pass along very detailed and good advice.
Seller_YmOa7HY60jO3l
Thank you for taking the time to pass along very detailed and good advice.
Seller_O1UFNr1zG3VPh
Thank you for the information and form letters. Very helpful, even for someone who has been here awhile!
Through The Stacks LLC
Seller_O1UFNr1zG3VPh
Thank you for the information and form letters. Very helpful, even for someone who has been here awhile!
Through The Stacks LLC
Seller_jaRrxKZBrn9lQ
Thank you so much for taking the time to share this helpful information!
Seller_jaRrxKZBrn9lQ
Thank you so much for taking the time to share this helpful information!
Seller_ygga05V386Esx
This is great information. How do I save this?
Seller_ygga05V386Esx
This is great information. How do I save this?
Seller_onAnLSpxxFWns
Question: When the buyer first contacts you stating INR, do you advise them to file an A-Z ?
As far as I can tell, A-Z is the only way Amazon will cover the refund (instead of seller). Is this correct?
Thanks!
Seller_onAnLSpxxFWns
Question: When the buyer first contacts you stating INR, do you advise them to file an A-Z ?
As far as I can tell, A-Z is the only way Amazon will cover the refund (instead of seller). Is this correct?
Thanks!
Seller_GFrmhjcu6XQBe
Thank you so much !! Greatly appreciated…
Seller_GFrmhjcu6XQBe
Thank you so much !! Greatly appreciated…
Seller_Vq4YDwW4lOUx2
Most useful and carefully detailed advice I’ve Ever Seen!! Thank You!!!
Seller_Vq4YDwW4lOUx2
Most useful and carefully detailed advice I’ve Ever Seen!! Thank You!!!
Seller_otDFihTxKiDRD
I copied it into a word doc. What a kind thing to do for users of the forum. This is 7 pages in a word doc. You spent your own valuable time creating this very valuable and easy to use reference, and it is most appreciated. I hope good things come your way!
Thank you very much.
MJ
Seller_otDFihTxKiDRD
I copied it into a word doc. What a kind thing to do for users of the forum. This is 7 pages in a word doc. You spent your own valuable time creating this very valuable and easy to use reference, and it is most appreciated. I hope good things come your way!
Thank you very much.
MJ
