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Amazon Customer Service is telling customer that they cannot file A-to-z claim for an order that is claim protected
A customer bought a relatively expensive book (over $100) and the item was scanned as delivered at their address. The customer, almost two weeks after delivery, emailed me letting me know that they never received the item.
Since this item was shipped and delivered on time, I politely instructed the customer to file an A-to-z claim. They claimed that an Amazon Customer service rep, over the phone, told them that they were ineligible to file a claim based on the delivery confirmation, and that they would have to reach out to me for a full refund.
So at this point my scam radar is going off because I have never experienced Amazon doing this before and the customer is fairly aggressive. The customer, however, sent me a screenshot of their order page, and it really does seem that they are unable to file a claim.
What do you think is going on here? Is Amazon not allowing the claim and instead instructing the customer to get the refund from me because they know that they will be responsible for the reimbursement?
0 replies
Seller_GYBivd6QH6hzX
Honestly I doubt Amazon has said anything of the sort, I think it's most likely that the customer has just filed a bunch of INR claims in the past and is trying to convince you to go around the process so this one isn't tracked. Don't give in. The process is the process, full stop.
Seller_4zBzdtgCyS9EI
Happened to me as a buyer. After 10 years and 10's of thousands spent, with maybe 2 or 3 packages missing out of many hundreds over 10 years.....they treated me like a thief over a $20 bucket that was claims protected. That was the day Amazon became the very last place I would look for something to buy.....was just a few months ago
On the other hand, few years ago I made a mistake and thought a package was missing and they refunded it right away (FBA). Then I realized my mistake and let them know I got it and they refused to recharge me....
All that being said, as the seller I would still not fund that refund. Let them be mad at Amazon...tell them Amazon has their money.....as they "insured" that parcel.
Seller_Hi7wbO2Kbo6bl
Has the delivery window passed? I believe the buyer has to wait two days after the delivery window before they can open a claim.
Seller_4gowSIOqYgkJL
Well they may have said that if the customer has a history of return abuse. They may not be eligible for anymore item not received claims.
Seller_oEw5wUNHgJxxP
As a customer I have had this exact same thing happen a few times. Each time I argued, they would not recharge me.
I explained in detail, "Please recharge me, I am a seller on Amazon I know how this works. You are going to take the funds away from the seller and Amazon that is not fair."
"Sorry Sir, that is our policy." I gave up. So sad.
Seller_Sram36TnVt73c
just tell them they should file the claim through their order instead of through a phone call.
Why are they calling in in the first place??? To get around the 'process', I suspect. Be grateful the generous Amazon rep didnt just hand over your cash, if this call ever really did take place.
If you used USPS, I would also mention that I am requesting assistance in locating their package with the help of the US Postal Inspector....that usually scares these people off.
Make sure to report the package as missing to USPS if that's who you used...under their HELP link, select FIND MISSING MAIL. We all need to get in the habit of doing this.
Seller_C5DlWEI8nuTNj
You have done your part -Shipped and referred to A-Z. Asking them to check with their carrier and then if not file is what I do. After that it is between the customer and Amazon. You have fulfilled your obligation.
Seller_grUX520aGVbC8
We have encountered numerous situations where I kindly guide customers to file an A-to-Z claim. However, they often contact Amazon Customer Service afterward, which then sends us a message on their behalf requesting a refund. This has become a frustrating cycle, as it seems some Amazon staff overlook our responses to the customer. We sincerely hope for a more streamlined resolution process in such cases.
Seller_GKXWi3hgXNfHw
See my latest post. Same exact thing happened. There isn't even an option for customers to file A-Z if they ordered from a third party seller. Only option they have for item not delivered is - Contact seller.
AZ Customer Service on phone is useless they will just take a message and forward it to you.
The whole reason I buy shipping labels off AZ is because they are suppossedly "CLAIMS PROTECTED". Is that not the case?
Xander_Amazon
Hey @Seller_149FN9OrPNrp7- any updates since posting a few weeks back?
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