A-Z Claim No Buyer Contact
I have had an A-Z on 204-4680612-1853125
92 days after the order was placed the buyer claimed non delivery. The buyer did not contact as about this order prior to raising the A-Z.
Amazon policy https://sellercentral.amazon.co.uk/help/hub/reference/G27951 states
Customers must first contact you and give you an opportunity to resolve their issue, except in certain situations identified below in the “Instant customer refunds” section. Customers are not otherwise eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first.
Appeal has been denied.
The order was sent fully tracked and delivery was within the delivery time window.
The buyer did contact us about another order on the same day which we refunded voluntarily about 2 months ago as there was no tracking to confirm receipt.
The A-Z should have been denied as there was no prior contact as per the policy.
This issue with a buyer being able to raise an A-Z when a message has been sent about another order has been happening for years. This buyer has another order placed 2 weeks ago so I am assuming he can raise another A-Z for that as well now!
Could a Mod possibly look at this @Spencer_Amazon@Angie_Amazon@JiAlex_Amazon@Julia_Amzn@Sarah_Amzn
A-Z Claim No Buyer Contact
I have had an A-Z on 204-4680612-1853125
92 days after the order was placed the buyer claimed non delivery. The buyer did not contact as about this order prior to raising the A-Z.
Amazon policy https://sellercentral.amazon.co.uk/help/hub/reference/G27951 states
Customers must first contact you and give you an opportunity to resolve their issue, except in certain situations identified below in the “Instant customer refunds” section. Customers are not otherwise eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first.
Appeal has been denied.
The order was sent fully tracked and delivery was within the delivery time window.
The buyer did contact us about another order on the same day which we refunded voluntarily about 2 months ago as there was no tracking to confirm receipt.
The A-Z should have been denied as there was no prior contact as per the policy.
This issue with a buyer being able to raise an A-Z when a message has been sent about another order has been happening for years. This buyer has another order placed 2 weeks ago so I am assuming he can raise another A-Z for that as well now!
Could a Mod possibly look at this @Spencer_Amazon@Angie_Amazon@JiAlex_Amazon@Julia_Amzn@Sarah_Amzn
0 yanıt
Sarah_Amzn
Hello @Seller_d8YGbIjNqwFxn,
I will request a new investigation to the AtoZ team regarding your case and let you know as soon as I have an update.
Kind regards,
Sarah.
Sarah_Amzn
Hello @Seller_d8YGbIjNqwFxn,
sorry for the late reply.
My investigation was also rejected and I was requesting additional details.
The partner team has informed me that the buyer has contacted you on 11/10/2024 to report they had not received their order.
Furthermore, while the tracking information shows that the item was shipped on time and delivered within the maximum estimated delivery date, there is no signature from either the buyer or anyone associated with them to prove the order was successfully handed over.
I understand this outcome was not the one you were hoping for.
Kind regards,
Sarah.
