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After the order was delivered we were notified by the customer that “the provided address was incorrect” - customer filed an A to Z claim and was refunded by Amazon
Can a mod please look into this A-Z claim? Order ID: 113-9018888-1211449 Product Amount: USD 363.00
A-Z claim received for this order Amazon refunded the customer right away and gave us one chance to appeal.
To address the claim, we promptly appealed and provided all necessary documentation, including the tracking details proving the package was delivered to the address provided by the customer, but still Amazon kept their original decision refunding the order to customer.
Here is the appeal what we submitted to Amazon:
Dear Amazon, This message is to appeal the recent A-to-Z Guarantee claim filed by the customer. We understand the customer's frustration regarding the incorrect delivery address. However, we believe the claim is unjustified for the following reasons:
Customer Provided Incorrect Address: The order was shipped to the address provided by the customer during the order placement process: .... BONAVENTURE DR, COLUMBUS, OH 43228.
No Notification of Incorrect Address: We were not notified by the customer that the provided address was incorrect until after the order was delivered then the customer tell us it was supposed to be delivered at ... Player Ct, Galloway CT..
Order Fulfilled as Directed: We fulfilled the order as per the provided shipping instructions, delivering the package to the specified address.
We believe that the customer is responsible for ensuring the accuracy of the shipping address provided during the order process.
We have attached the DELIVERY NOTIFICATION from UPS showing the address provided by the customer.
We kindly request you to reconsider the A-to-Z Guarantee claim and reverse the decision. We are committed to providing excellent customer service and fulfilling orders accurately. Thank you for your time and attention to this matter.
5 replies
Danny_Amazon
Hello @Seller_A4xYeD6ibNI0S- thank you for your patience as our team gets caught up on forums threads!
I was able to take a look into this order ID and do not see that Amazon Buy Shipping was used for the fulfillment, nor that a signature was captured on delivery. Using both can help guard against Item Not Received claims from customers. Despite this, I have surfaced the claim internally to understand if any further recourse is possible here. I'll be sure to post an update when I receive any response, but please know this may take several business days.
Thanks,
Danny
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