A-to-z Guarantee claim should not have been approved based Amazon's policy
@Dominic_Amazon hi dominic, please check my order id: 112-7534074-2544205 , FedEx tracking no. is 773216468978, it is an unjust AtoZ recently.
This order we shipped to the correct address on time and fedex tried to delivery many times, but finally send it back because unable to contact with the buyer, nobody there for signature confirmation. we sent emails to the buyers, but got nonreply at all. finally, the buyer open AtoZ with amazon directly, no contact us before it, how ever, Amazon's policy clearly states that a customer is eligible to request an A-to-z Guarantee refund if: Three days have passed since the latest estimated delivery date, OR the tracking indicates delivery confirmation (whichever occurs first), AND The customer has contacted the Seller more than 48 hours ago, but they did not respond or resolve the issue. Given this information, we firmly believe that the A-to-z Guarantee claim should not have been approved, as the customer did not fulfill the necessary conditions for eligibility, he or she never contact us or reply us. While we acknowledge and accept the responsibility to refund the customer for their purchase, as the merchandise has been returned to us, we strongly object to this case being counted as a performance violation. The circumstances leading to this A-to-z Guarantee claim should not have occurred in the first place, Amazon should let buyer contact us firstly, not approve the AtoZ directly, becuse it is against the amazon's policy. so we hope you can cancel the unfair performance violation, but just keep the full refund. For this order, we did what we can, but unable to contact the buyer for both us and fedex, we lost shipping fee for duble, also the package damaged.
Hope you can help us to get fair treats. Thanks for your help in advance.
Wu168
A-to-z Guarantee claim should not have been approved based Amazon's policy
@Dominic_Amazon hi dominic, please check my order id: 112-7534074-2544205 , FedEx tracking no. is 773216468978, it is an unjust AtoZ recently.
This order we shipped to the correct address on time and fedex tried to delivery many times, but finally send it back because unable to contact with the buyer, nobody there for signature confirmation. we sent emails to the buyers, but got nonreply at all. finally, the buyer open AtoZ with amazon directly, no contact us before it, how ever, Amazon's policy clearly states that a customer is eligible to request an A-to-z Guarantee refund if: Three days have passed since the latest estimated delivery date, OR the tracking indicates delivery confirmation (whichever occurs first), AND The customer has contacted the Seller more than 48 hours ago, but they did not respond or resolve the issue. Given this information, we firmly believe that the A-to-z Guarantee claim should not have been approved, as the customer did not fulfill the necessary conditions for eligibility, he or she never contact us or reply us. While we acknowledge and accept the responsibility to refund the customer for their purchase, as the merchandise has been returned to us, we strongly object to this case being counted as a performance violation. The circumstances leading to this A-to-z Guarantee claim should not have occurred in the first place, Amazon should let buyer contact us firstly, not approve the AtoZ directly, becuse it is against the amazon's policy. so we hope you can cancel the unfair performance violation, but just keep the full refund. For this order, we did what we can, but unable to contact the buyer for both us and fedex, we lost shipping fee for duble, also the package damaged.
Hope you can help us to get fair treats. Thanks for your help in advance.
Wu168
3 yanıt
SEAmod
Hello @Seller_72aYXPb6Qq8hU
Thank you for visiting the seller forums. I understand you believe you lost an A-to-z Claim which should have been denied based on policy. Dominic is not available right now, so I will see if I can assist you. If I have questions, I will post back here.
