what's going on with A-to-Z claim appeal?
is Amazon seriously with our appeal? I have 3 claim in a row but all of them failed in appeal even I did not do anything wrong.
case 1. buyer did not open a return request but directly an a-to-z claim to complain "don't like the item" in 30 days, Amazon deducted $350+ -- in this case, why not opened a return request to get full refund, I lost money and item.
case 2, buyer bought two shark vacuums from me and another seller, she wanted to return the cheaper item to another buyer but opened a return request to me and returned back with that cheaper item. buyer agreed she opened a wrong request and a-to-z claim was encouraged by amazon customer support to do that, eventually Amazon deduct $310+ from me and let me have that wrong half price item.
case 3, buyer tole me he did not receive the item, after checked, fedex sent the item to another state, buyer told me in the message he wants the replacement on April 1st and opened a-to-z claim the same day, after I saw he wants a replacement, I immediately shipped the replace out on April 2nd and delivered on 3nd. today Amazon deducted $300+ in buyer favor.
my questions/concerns is, is a-to-z claim appeal seriously treated by amazon team? is amazon team seriously read our message communication before make the decision? these are 3 times in a row and I did not think I did not do anything wrong in these cases.
13 replies
Seller_R6O1Fg5v56ZkC
Yeah, at to Z claims is becoming a joke like Seller Support is. I have so many issues where I just get screwed.
Quincy_Amazon
Hello @Seller_zymlftomUcrI1
Thank you for posting your inquiry to the Forums.
For case 1, please feel free to provide the order ID number to this thread and I can review the correspondence already provided.
For case 2, I understand that the buyer stated that they opened a return request to the wrong seller. Was this communication via buyer-seller messaging? I would suggest appealing the claim and including the communication from the buyer. For reference, if Amazon grants a claim in favor of a customer, you have 30 calendar days to appeal, provide new information, and request further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
For case 3, as the case was delivery-related, you can appeal the claim and provide the following information:
- dispatch method
- proof of delivery
- tracking number
- customer’s delivery address
- customer’s signature confirmation
- carrier details
For reference, when you ship on time using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery related claims (as long as you respond to customer inquiries within 48 hours).
Looking forward to your reply.
Regards,
Quincy_Amazon
