How to instruct customer to file an A to Z claim
I have a couple order that I shipped using Amazon shipping and were lost in transit,
This has happened before and I instruct the customer how to file an A-Z Claim. I send them the instructions taken directly from Amazon. Something has changed though as there is no "problem with order" tab. These are the instructions currently available which are not correct.
1. Go to Your Orders.
2. Locate the order.
3. Select Problem with Order.
4. Select your problem from the list.
5. Select Request Refund.
6. Enter your comments in the text box.
7. Select Submit.
I am currently trying to contact seller support and when I request a call I immediately get a "Your call has ended" message in the app. It never even rings.
These orders are OTD protected.
Can someone give me a correct instruction to send to the customer? The customer did call Amazon who just told them to tell me to refund them. I even tried to follow the above instructions for one of my own recent orders and could not figure it out.
How to instruct customer to file an A to Z claim
I have a couple order that I shipped using Amazon shipping and were lost in transit,
This has happened before and I instruct the customer how to file an A-Z Claim. I send them the instructions taken directly from Amazon. Something has changed though as there is no "problem with order" tab. These are the instructions currently available which are not correct.
1. Go to Your Orders.
2. Locate the order.
3. Select Problem with Order.
4. Select your problem from the list.
5. Select Request Refund.
6. Enter your comments in the text box.
7. Select Submit.
I am currently trying to contact seller support and when I request a call I immediately get a "Your call has ended" message in the app. It never even rings.
These orders are OTD protected.
Can someone give me a correct instruction to send to the customer? The customer did call Amazon who just told them to tell me to refund them. I even tried to follow the above instructions for one of my own recent orders and could not figure it out.
5 replies
Seller_NmX8tRzCq7nll
Apprently customers can no longer request through their order portal. The have to call. The problem is they are being told to contact the seller and request a refund. This is not correct as it hurts the sellers metrics for an order that was shipped on time using Amazon buy shipping and is OTDR protected. Amazon is trying to get out of covering the refund.
Can anyone from Amazon comment please?
Joey_Amazon
Hey @Seller_NmX8tRzCq7nll,
Thank you for bringing this matter to our attention.
Just to clarify, you are stating that the instructions you added from Request A to Z Refund do not work properly ?
