A to Z Claims - Customer Fraud
Amazon has repeatedly costed us thousands of dollars over fraud customer A to Z Claims. we provide all the factual and documents requested we repeatedly get like claims denied and granted in the customers favour. This is absolutely ridiculous and not long term stable for our business while customers can make any claim they want without any evidence to support their claim. We are trying to get our money back as we kindly ask for Amazon to intervene as this is completely fraud on Amazons part as well. I’m not sure who you have hired in the A to Z claim department, but they are clearly unable to read factual information and do their job properly.
The A to Z Claim - Customer issue: - Damaged or defective item. This is not true either as the watch is working perfectly fine as per the written Amazon messages between the buyer and I. The Buyer claimed they loved the watch and needed only the missing instructions which we PROVIDED from the manufacture.
This customer has made multiple complaints to us stating the watch we sold him is a counterfeit when indeed it is NOT. We are authorized dealers and we do not sell any counterfeit items. He also claimed in his Amazon messages in writing that he loved the watch previously and wanted the manuals / instructions . We provided the customer with the manufacturer instructions that were available for the model and make number . Then the customer randomly changed his mind and reason and submitted a claim for counterfeit. How is this even legal and granted to the buyer!?? Where is the proof to support this false claim. We want our money back to us as this buyer is abusing the A to Z Claims forms and Amazon lets them get away with it with their incompetent claims department.
Order ID: 402-7629655-0886722
2 replies
Seller_RtZ0j4RIt6HTK
Can Amazon please chime in here and help this situation. We do not deserve to be out of money and product for an order that there was nothing wrong...
Sunnie_Amazon
Hello, @Seller_RtZ0j4RIt6HTK,
Thank you for raising your concern through the Forums. This is Sunnie, from Amazon.
Looking at the order history, I see the buyer attempted to return the item, and your response was not satisfactory to the customer, which may have led the customer to submit the A-to-Z Claim.
With the Amazon A-to-Z Guarantee, customers enjoy a consistent shopping service across the Amazon store. The A-to-z Guarantee is offered for orders managed directly by you and covers both on-time delivery and the condition of the products once received.
Once an A-to-Z claim has been granted to the buyer, they are not obligated to send the item back, and you have 30 calendar days to submit an appeal, if you disagree with the decision. This is your opportunity to provide new information for the investigation.
To avoid A-to-Z Guarantee Claims, one of the recommendations is to use partnered carriers through the Buy Shipping option. This is a service with which sellers in certain stores can purchase prepaid labels with Amazon tracking and have packages picked up directly at their facilities.
When you ship on time with Amazon's Buy Shipping feature, your account status and the order defect rate of the delivery-related claims granted are not affected.
You can review the following help pages for more tips about how to avoid and handle A-to-Z Claims:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Regards,
Sunnie
