For Amazon A to Z Team.
Hello.
I am the owner of our company and i am here on behalf of our Seller Team. I wish to mention about the matter of A to Z claim. One of our customer ordered on our store and we packaged the item and gave it to the carrier company 1 day after orderşng. At this time, there was a fire in Canada and it effected U.S. too. A lot of flights have been cancelled or delayed. We thought that the order has been shipped but when we didn't receive any tracking number, we immedately got contact with the carrier company and they told us that the flights to Japan has been delayed. The order hasn't been delivered at the time and before the delivery, we contacted to our customer and everything was fine because it didn't exceed the estimated delivery date. 1 day after that, our customer contacted to Amazon Customer Service and acted like we never immediately got contact with them. Now there is a A to Z Claim in our account affecting our business. We know Amazon protects its customers, but also protects its sellers too. We opened a lot of cases before we wrote this matter to Seller Forum but A to Z Team told us that they were going to stick to the decision that Amazon made. The fire in Canada was not our fault and we know Amazon will not punish us for something that isn't our fault.
Best Regards.
For Amazon A to Z Team.
Hello.
I am the owner of our company and i am here on behalf of our Seller Team. I wish to mention about the matter of A to Z claim. One of our customer ordered on our store and we packaged the item and gave it to the carrier company 1 day after orderşng. At this time, there was a fire in Canada and it effected U.S. too. A lot of flights have been cancelled or delayed. We thought that the order has been shipped but when we didn't receive any tracking number, we immedately got contact with the carrier company and they told us that the flights to Japan has been delayed. The order hasn't been delivered at the time and before the delivery, we contacted to our customer and everything was fine because it didn't exceed the estimated delivery date. 1 day after that, our customer contacted to Amazon Customer Service and acted like we never immediately got contact with them. Now there is a A to Z Claim in our account affecting our business. We know Amazon protects its customers, but also protects its sellers too. We opened a lot of cases before we wrote this matter to Seller Forum but A to Z Team told us that they were going to stick to the decision that Amazon made. The fire in Canada was not our fault and we know Amazon will not punish us for something that isn't our fault.
Best Regards.
0 respuestas
Seller_OvL8C4BJWiuS9
It is your responsibility to make sure the order ships on time, and delivers on time. That is all Amazon cares about. Fires, tornados, floods...all out of your control, but not cause to reverse an A-Z claim. Obviously he buyer wasn't ok with it and opened a claim, of which you are responsible for.
Seller_JELEnXFOrnw4L
This is the major problem...
You did not create a shipment....no tracking number...this means that you did not ship the item.
The status of a flight is not important if the item was not shipped.
"One of our customer ordered on our store and we packaged the item and gave it to the carrier company"
Danika_Amazon
Hi @Seller_8oEH0tpXjluCiand thanks for writing. I can see why this issue is concerning for your business.
Unfortunately, I think the advice you've gotten from other sellers below is correct. This sounds like a case between you and your shipping company. I would suggest you reach out to them to see if there are next steps to be taken.
Thanks again,
- Danika
