Cannot find Problem With Order button
I find it difficult to direct buyers to submit an A to Z claim for Item not Arrived. I use Amazon shipping.
I tried to submit one myself, from my buyer account and am unable to find the "Problem with Order" button for any of my orders.
No wonder nobody can figure out how to do an A to Z claim.
Does anyone have good instructions to send to buyers when they say an item hasn't arrived and we've used Amazon Shipping?
Cannot find Problem With Order button
I find it difficult to direct buyers to submit an A to Z claim for Item not Arrived. I use Amazon shipping.
I tried to submit one myself, from my buyer account and am unable to find the "Problem with Order" button for any of my orders.
No wonder nobody can figure out how to do an A to Z claim.
Does anyone have good instructions to send to buyers when they say an item hasn't arrived and we've used Amazon Shipping?
9 respuestas
Seller_Hi7wbO2Kbo6bl
Sorry I don't have any good counsel, but will advise that buyer's won't find any way to open a claim for non-receipt until after the delivery windows has passed (I think three days, but not sure of how much time)
Seller_DdmPiA1p1S2Wu
I believe that option just shows up 48 hours after the first message to the seller has been sent.
Seller_JYh7XUTOXFL6X
I've been wondering too about when/why the "problem with order" button shows up. It shows for some of the orders I've placed myself, and not for others. Here are two examples: one not even shipped yet and the other in transit.
TaylorR_Amazon
Hey @Seller_JEZM0XKCFBgyp,
You can direct them to the A-to-z Guarantee help page first. It lists the eligibility requirements and may explain why the "Problem with Order" option does not show in some cases. I'll paste some of the conditions below.
If the following conditions apply, you can request a refund under the A-to-z Guarantee:
- You ordered from a Marketplace Seller
- AND the last possible delivery date of your order is 90 days or less
- AND at least one of the conditions listed on the next section of the help page applies.
If you request a refund or chargeback from your payment provider, you’re not eligible for a refund through A-to-z Guarantee.
The A-to-z Guarantee doesn’t cover digital items, services, stored value instruments, or Spot Buys.
Under the "You haven't received your package section," the following must be true:
- Three days have passed since the latest estimated delivery date
- OR the tracking shows a delivery confirmation (whichever is sooner)
- AND you have contacted the Seller more than 48 hours ago but they did not respond or resolve the issue.
Let me know if this does not justify the issue. We can do some more troubleshooting/research.
