We were treated unfairly on the A-to-Z claim order
Recently, we received an A-to-Z claim (order ID: 113-0756424-9388225)from a buyer with the reason "package not delivered." Details regarding this order are as follows:
- The package was successfully delivered. We provided photo evidence to both the buyer and Amazon, but this appears to have been ignored.
- When the buyer contacted us about this issue, we offered a partial refund to mitigate their loss. The buyer agreed to this solution, and we have email correspondence as proof. This was also disregarded.
- After processing the partial refund, the buyer filed an A-to-Z claim for "package not delivered." We appealed multiple times to Amazon, arguing that this order should not count against our Order Defect Rate (ODR). However, the review team responded robotically with the same message: "While we understand your situation, we stand by our decision."
We are deeply confused and frustrated. The package was actually delivered, and we actively worked to resolve the issue with the buyer. Why was this claim still ruled in the buyer’s favor? This feels incredibly unjust! @Quincy_Amazon
5 replies
Seller_nRFmxiQg4EGrw
Did you purchase your shipping through Amazon's "Buy Shipping"? If so, does it show a scan showing that it was shipped on time?
If so, you should be covered. But if you chose not to use Amazon's "Buy Shipping", then you are the one responsible for INR complaints.
Seller_4zBzdtgCyS9EI
Unless you used Amazon shipping that doesn't matter much
Why would anyone accept a partial refund for something they say they didn't get? Amazon does not recognize such an arrangement, therefore it doesn't matter if the buyer agreed.
What you needed to do, was refund the buyer in full. Such is policy.
Seller_9z7K85RzAOGC9
If you issue a refund before Amazon receives an A to Z claim from the buyer you lose your right to file a Safe T Claim and ODR will get dinged if you did not use Amazon's Buy Shipping as well.
Joey_Amazon
Hey @Seller_tzm4tlrO2OhNq,
Unfortunately the order was shipped late. Per tracking information the order was created on Feb 14, Scanned/Arrived at shipping Facility on Feb 19. Per the order information the product needed to ship by Feb 13.
I'm afraid that we can not assist you with this Claim.
