A- Z claim - Is it Techinical glitch
Hi Everyone
We have received today three A-Z claim and all the claim has been granted saying customer has not received the order.
Out of three not a single customer has contacted us for - order related query, usually customer contact us and if there is no resolution then they are allowed to escalate through A-Z claim .
Do anyone have a similar issue now ? seems something wrong here.
This is ridicules for account health.
Thanks in advance.
A- Z claim - Is it Techinical glitch
Hi Everyone
We have received today three A-Z claim and all the claim has been granted saying customer has not received the order.
Out of three not a single customer has contacted us for - order related query, usually customer contact us and if there is no resolution then they are allowed to escalate through A-Z claim .
Do anyone have a similar issue now ? seems something wrong here.
This is ridicules for account health.
Thanks in advance.
0 respuestas
Seller_ZJhFeE3tNKzfh
Have they contacted you regarding a previous order? Or opened a return request. These are counted as contact in amazons wonderful world.
If you are sure they haven't, you should be able to appeal the A-Zs stating that no contact means this A-Z was opened against policy
Seller_IfSV5eBt32Mxj
No not a glitch, last three A-Z we have had, have had no prior contact from customer. Someone mentioned it earlier today as well.
Seller_3xkI4DKzbJO65
Hello,
yes, we had 6 claims in the last 24 hours with no prior buyer contact. They did always contact us in the past so that we could solve the issue with them.
I did contact the customer support and I was told, that they passed it to the programmers for verification.
I hope, that they will address it soon. If you can write them and ask for this to be checked, it might speed things up.
Seller_ZVAz3d5lZuGid
@Julia_Amazon @Winston_Amazon @Maja_Amazon
Is this something that you can look into, as there are many sellers reporting that A-z claims are being granted with NO contact from the customer to the seller - this is against the policy rules. Thanks.
Seller_AqBH5Wbc2uwD7
Hi there, had exactly the same happen last night, no contact from customer, straight to refund in A-Z, have appealed and stated is against their own policy and have linked their policy from Seller Central.
Has impacted ODR% as well, is grossly unfair that no opportunity given to resolve before A-Z
As a responsible seller we always do the right thing by our customers as I am sure we all do here - but we at least need a chance to do so before A-Z.
Fingers crossed someone see's sense here.
Seller_bbNvKccaSLZUp
been happening to us also. no contact what so ever from the customer. A-Z opened and granted at same time even though courier purchased directly from Amazon, dispatched within the give timeframe. and most delivered within the given timeframe. some a day or 2 late due to couriers.
Seller_cwNidclzqBOEj
Also happening to us us, we have had 2 in the last week. No communication before A-Z - Both affected ODR.
In both cases we would have happily resolved had we have been given the opportunity. I did appeal the A-Z on the basis the policy has not been followed. But both were closed.
Seller_nex6aLZ9HPynF
To my surprise a few days ago had this one struck through (neutral feedback)
Great birthday badge except for it didn’t arrive until today the 25th Sept. A week later than expected/required.
Message from Amazon:"The fulfilment issues associated with this order were not due to the seller"
Posted 1st class (not signed for) via buy shipping.
As usual, no contact from customer
Seller_TufyJDtetbrlU
Even if they contact you it still doesn't mean anything, i had one last week saying 'Item not recieved' i reply saying 'Hi, thanks for the message, i've just checked the tracking number and it shows your order was delivered friday 10.10am via stockport delivery office?' .. then no reply, 2 days later a to z granted, i appeal and amazon upheld there decision. I wasn't too fussed about the refund, i just dont see how it's fair to penalise my ODR for it. No message back from customer after i replied, tracking shows delivered, what else could i have done really.
Seller_n92TlTIuizjgs
I don't know if this is the glitch but I agree with you, it's becoming a joke, customers going direct for A-Z, how is that even allowed without trying to get help from us.
One possibility is if the customers are calling Amazon customer services and they open the A-Z on behalf of them.
One thing for sure is that A-Z team do not check the evidence they just grant the claim instantly, even customers who failed to collect the parcel from Royal mail when Royal Mail held it for 18 days get the money via A-Z ( no contact with us to ask where is the order )?
Hopefully someone from Amazon reads this and shed some light for all of us.
