atoz complain
I am contacting you regarding the atoz complaint filed for seller ID 701-6893887-6938662. The customer complained, saying "Package did not arrive". However, when I look at the cargo tracking, it appears that the product has been delivered. You can also see it below.
cargo campany: apc tracking ıd:17913P0516240000177202
As seen in the proof documents, the product has been delivered. I also contacted my customer regarding the issue. Due to this unfair complaint, my account health is affected and this may lead to my sales being restricted. I request that the complaint not affect my ODR score and that the price of the product be refunded to me.
Amazon immediately withdrew the money from my account and reflected it on the ODR score, without allowing me to defend myself. When I shared the documents stating that the complaint had been submitted for objection, I received a response as follows.
"""
Thank you for taking the time to provide us with more information regarding your claim on order 701-6893887-6938662. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We received the tracking information you provided for order 701-6893887-6938662. However, you did not provide the carrier name or it does not show any tracking information on the carrier's website.
""""
Later, when I wanted to object to the second one, I saw that such a part was not active in the system. I think it is unfair to me as an Amazon seller that my money was suddenly withdrawn in this way and that they did not change their decision without providing a sufficient explanation even though I provided evidence. In this context, I ask for your help on what I can do and defend my rights.
atoz complain
I am contacting you regarding the atoz complaint filed for seller ID 701-6893887-6938662. The customer complained, saying "Package did not arrive". However, when I look at the cargo tracking, it appears that the product has been delivered. You can also see it below.
cargo campany: apc tracking ıd:17913P0516240000177202
As seen in the proof documents, the product has been delivered. I also contacted my customer regarding the issue. Due to this unfair complaint, my account health is affected and this may lead to my sales being restricted. I request that the complaint not affect my ODR score and that the price of the product be refunded to me.
Amazon immediately withdrew the money from my account and reflected it on the ODR score, without allowing me to defend myself. When I shared the documents stating that the complaint had been submitted for objection, I received a response as follows.
"""
Thank you for taking the time to provide us with more information regarding your claim on order 701-6893887-6938662. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We received the tracking information you provided for order 701-6893887-6938662. However, you did not provide the carrier name or it does not show any tracking information on the carrier's website.
""""
Later, when I wanted to object to the second one, I saw that such a part was not active in the system. I think it is unfair to me as an Amazon seller that my money was suddenly withdrawn in this way and that they did not change their decision without providing a sufficient explanation even though I provided evidence. In this context, I ask for your help on what I can do and defend my rights.
6 respuestas
Seller_Sram36TnVt73c
You have to either purchase shipping through Amazon or get Signature Confirmation.
Those are the ONLY two ways to defend yourself.
Seller_qTJiCxRI8PpIZ
Did you use amazon buy shipping? I'm going to play devil's advocate here, just because tracking says it was delivered doesn't mean it was delivered to the correct person or someplace where the customer could find. I would launch an investigation with your shipping company as well. A lot of times my local delivery people get lazy and if they can't find the delivery address they just leave it on the nearest porch. It happens to us a lot.
Atlas_Amazon
Hello @Seller_iGyQyBSEEXuMg
Thank you for the information provided regarding the recent issues with the A-to-Z claim you received. I understand you are attempting to dispute the claim as the buyer is stating it was not delivered, but the tracking indicates it was. Do you have any other details that you could provide to show the product was delivered?
Do you have specific case information that you could provide for us to review? I have gone ahead and engaged another community manager to further review this situation. We do encourage you to continue to provide your information regarding this situation to this thread.
Best,
Atlas
Nano_Amazon
Hello @Seller_iGyQyBSEEXuMg
Thanks for reaching out to Amazon Forums. I noticed that you have an open case with our seller support team, which ends in 5721. They would look into your issue and provide you a resolution if it applies. However, as other members of the community mentioned, to avoid these issues, we recommend using buy shipping services, since if you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims, and they will not affect your Order Defect Rate.
Feel free to check out these additional resources:
I hope this information can help you avoid similar issues in the future.
Best,
Nano
