Eligibility for A-to-z Guarantee on amazon
Hello,
We need help for the A to Z claim decision,we checked the Eligibility for A-to-z Guarantee on amazon:
Eligibility for A-to-z Guarantee
To request an A-to-z Guarantee refund, you need to meet some conditions.
1.Ordered from a Marketplace Seller
Your order's estimated delivery date is within 90 days.
And, one of the following conditions apply.
2.You haven't received your package
It's been three days since the estimated delivery date OR the tracking shows the item as delivered.
And, you contacted the Seller over 48 hours ago, but they haven't responded or resolved the issue.
We can clearly see that it is mentioned customer should contacted the Seller over 48 hours ago before request an A to Z,But most time the A to Z claims would be approved and refund been debited directly as long as customer request an A to Z.They are automatically reviewed.Sometimes logistics companies may experience lost packages or no updated tracking, but as long as customers contact us, we will provide a solution as soon as possible. Rather than customer initiate an A to Z and would be automatic reviewed and debited full ammount,Sometimes the package delivered later but the full refund has been finished.
We think this is against the rules and unreasonable,which damages the rights of us sellers. As a new seller,Even one claim would affect our account health because we have no enough order numbers,now our account is in the rist of deactivation,We hope to receive a fair treatment.We hope somebody can help us and the Case ID is 14793180771.
Thank you
@Quincy_Amazon
Eligibility for A-to-z Guarantee on amazon
Hello,
We need help for the A to Z claim decision,we checked the Eligibility for A-to-z Guarantee on amazon:
Eligibility for A-to-z Guarantee
To request an A-to-z Guarantee refund, you need to meet some conditions.
1.Ordered from a Marketplace Seller
Your order's estimated delivery date is within 90 days.
And, one of the following conditions apply.
2.You haven't received your package
It's been three days since the estimated delivery date OR the tracking shows the item as delivered.
And, you contacted the Seller over 48 hours ago, but they haven't responded or resolved the issue.
We can clearly see that it is mentioned customer should contacted the Seller over 48 hours ago before request an A to Z,But most time the A to Z claims would be approved and refund been debited directly as long as customer request an A to Z.They are automatically reviewed.Sometimes logistics companies may experience lost packages or no updated tracking, but as long as customers contact us, we will provide a solution as soon as possible. Rather than customer initiate an A to Z and would be automatic reviewed and debited full ammount,Sometimes the package delivered later but the full refund has been finished.
We think this is against the rules and unreasonable,which damages the rights of us sellers. As a new seller,Even one claim would affect our account health because we have no enough order numbers,now our account is in the rist of deactivation,We hope to receive a fair treatment.We hope somebody can help us and the Case ID is 14793180771.
Thank you
@Quincy_Amazon
4 respuestas
SEAmod
Hello @Seller_hoW4Z0yHvi60g
I reviewed the Case and the Order and I see that it was supposed to be delivered to the buyer sometime between Wednesday, January 31 and Friday, February 2. Unfortunately, the order was delivered to the customer on Monday, February 12, 2024. That is 10 days past the maximum estimated delivery date. This is why the A-to-z claim was granted in favor of the buyer.
In regard the automatic granting of the claim to the buyer, it was done pursuant to the instant customer refund policy that is disclosed on the help page I have linked below.
Thank you for visiting the seller forums to ask your questions. We appreciate that you are selling on Amazon.
Susan
Seller_MZWlDwhVIARgx
If you package was just delivered late and everything else was done by you in a timely manner, then there are only 4 reasons that Amazon can do an instant customer refund as stated in their A-Z claims policy.
a-z claim policy
1- Tracking shows that the package is returning to you
2- Tracking shows that you have not shipped the package when the customer files the claim with Amazon:
3- You closed your seller account
4- Your selling account was deactivated
According to Amazons policy, in all other circumstances, the customer must first contact you and give you an opportunity to resolve their issue. If they are not happy with your solution, or you don’t respond to them in time, they can then file a claim for shipping delays after waiting the required time. If Amazon did not adhere to their own policy, then you can file an appeal with Amazon. Which they will probably deny. if Amazon failed to adhere to the policies they have set, I would probably try disputing the charge with your credit card company as unauthorized
what’s really funny is that if you’re Amazon, and your customers shipment is late, Amazon will only refund you the shipping costs of that order. If you’re a 3rd party seller, and your shipment is late, Amazon will automatically refund the customer not only the shipping costs, but the cost of the entire item.
