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Amazon not following its own A to Z policies
Hi Sellers,
We had an order that we used Amazon buy shipping and was shipped out on time and was delayed by carrier, Buyer opened A to Z claim and of course Amazon favored the buyer, We appealed the decision 2x stating that we should be protected in case of delivery issues that are out of our control, but Amazon just tells us
"Hello,
We have reviewed the buyer’s claim and the information you provided for order 114-0685583-8261046.
Although we understand your position, we stand by our decision.
Thank you.
-Amazon"
What does that even mean?? That you refuse to follow your own policies?!?!
Unsure of what to or if there is anything we can do.
0 replies
Seller_J46Ruz3VzvWCV
The only real question is whether you were forced to fund it or Amazon covered it.
Also, time and again we have posted examples of how to form you appeal in this matter.
Here's my most recent post on the subject - https://sellercentral.amazon.com/seller-forums/discussions/t/57000f7c-c03b-4dea-88a9-46d2a500cbbc?postId=b1dbfddd-9bf3-468d-90ae-1791f5b408e7 - with an example/template.
"I am appealing this A-z claim because it shows that I am funding it. Instead..."
Seller_OvL8C4BJWiuS9
Was it scanned as "shipped on time" by the carrier?
Seller_4zBzdtgCyS9EI
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping (or integrated)
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
If you followed all rules and you’re A-Z appeal was denied, post it to the forum, including all the above information.
Roberto_Amazon
Hello! @Seller_c6gZfNqNWkfFS
This is Roberto. Thank you for using the Forums - you have received great advice on this thread on how to appeal, specially from @Seller_J46Ruz3VzvWCV and @Seller_4zBzdtgCyS9EI. I am glad you took their recommendations and your appeal has been escalated to the A-Z claims team.
Their investigation is pending, please come back to this post and let us know if you need further support.
Regards,
Roberto
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