Possibly the most bizarre A-Z Claim yet
Hey,
I'm currently having a bit of a back and forth with Amazon about an A-Z that was decided against us. This is possibly the most ridiculous one that I've had to date yet. The tracking shows it as having been delivered, there's an image of the delivery, bought via Buy Shipping and the customer has straight up said 'Oh, yes, I've received these... sorry, I opened an A-Z by mistake and have asked Amazon to close it' but not only has the A-Z been decided against us but multiple appeals have too.
When even the customer saying 'Sorry, my bad, I didn't mean to do that and everything is fine' isn't considered as proof what chance do I have of challenging an A-Z for someone that isn't being quite so transparent.
Is there any next stage that I refer this to past the A-Z 'team' and Seller Support?
Many thanks
Chris
Possibly the most bizarre A-Z Claim yet
Hey,
I'm currently having a bit of a back and forth with Amazon about an A-Z that was decided against us. This is possibly the most ridiculous one that I've had to date yet. The tracking shows it as having been delivered, there's an image of the delivery, bought via Buy Shipping and the customer has straight up said 'Oh, yes, I've received these... sorry, I opened an A-Z by mistake and have asked Amazon to close it' but not only has the A-Z been decided against us but multiple appeals have too.
When even the customer saying 'Sorry, my bad, I didn't mean to do that and everything is fine' isn't considered as proof what chance do I have of challenging an A-Z for someone that isn't being quite so transparent.
Is there any next stage that I refer this to past the A-Z 'team' and Seller Support?
Many thanks
Chris
22 respuestas
Seller_ZVAz3d5lZuGid
No advice, sorry, but these scenarios are simply wrong. A-z is not fit for purpose.
Seller_FQHkqHJI5SqTh
With all the proof you have, a letter before action to Amazon UK HQ. If no joy small claim court.
Don't know the value of your loss, so don't know if it would be worth your time though.
I think I'd do it out of pure bloody mindedness and to waste their time and there will be a cost to Amazon.
If enough of these claims end up on someone's desk maybe something will be done about A-Zs.
Seller_jGxA9frU4aC8J
have you emailed the Managing directors team and explained it to them
Seller_prNRYzgZJre6A
Try e-mailing managingdirector@amazon.co.uk
Seller_sg54Fq7GfBZzn
We have a similar thread running, customer admits having the item, tells the customer support they have, tracking ID shows they signed for it.
Amazon ? A to Z granted, item not arrived.
Its out of control now with this
Seller_J0J3ajFTzdz1e
I have had one customer whose parcel was delayed because the courier service had NO access to the property. We sent a replacement parcel, and the customer received both parcels. He contacted Amazon customer service to inform them that he had received two parcels.
Amazon customer service representatives opened an A2Z claim without the consent of the customer, and we got refunded in full, but we lost both parcels.
Welcome to the ruthless world of A2Z claims.
Seller_lJqYvTzOadIe5
A Bot has no common sense when opening an A-Z or when reading your part of the reply, there is no way on earth a Real Live Person reads your reply to an A-Z, look how fast it gets refused with an email to your inbox, Great for amazon saves on a lot of staff, I would love to know if any one has ever contacted a live support operative and had it overturned on the phone, i doubt it, they have no power to do so even if they agree with you. You get pointed back in the direction of the automated system and told to say what you told them in the A-Z reply box, like that will work (Not).
Good luck.
Seller_QHJyNkagGiCWP
This has been going on for years, you learn unless it is an amount worth fighting for not to bother, as the time wasted fighting and the stress to achieve nothing. Its called Amazon wearing you down until you give up and showing us customer is king.
Seller_fj3M54GkuGQyT
Someone needs to try and get the media to take this on. Look at what happened with the recent DD+7 situation as soon as the media took hold of it, Amazon backed down (for now).
Seller_WsRxZyWDkHD6H
Just out of curiosity how did you supply the evidence to the A-z team?
The process is very backwards but I have had sucess with doing this even on old a-z claims that have been decided against me despite the evidence.
Simply write a buyer seller message in the same thread as if you are messaging the particular seller, but just write Dear A-z Team, then lay out the facts in bullet points and what you want them to do. Be polite.
Attach all the photo evidence including a PDF copy of the letter/email from the customer stating what you said. It must be PDF as for some reason Amazon think this type of document can't be altered?!
You should find that the claim is reopened, investigated and granted.
Good luck
