INR A-Z Claims affecting ODR with Amazon Buy Shipping (Again)
Dear Forum Mods,
Could one of you please help me with the below A-Z Guarantee claims which have gone against us, impacted our order defect rates for non receipt despite us buying shipping through Amazon and shipping on time. In line with Amazons policy we should be protected from the defects:
"If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)
I have appealed and as usual had unhelpful robotic responses from the A-Z Guarantee claim.
Order numbers as follow:
202-9020650-4646765
202-2047972-0777947
203-7768936-2965960
203-3524081-6188335
204-5658687-7016318
@Julia_Amazon@Winston_Amazon @Ezra_Amazon @Maja_Amazon
Any help appreciated as always, thank you.
INR A-Z Claims affecting ODR with Amazon Buy Shipping (Again)
Dear Forum Mods,
Could one of you please help me with the below A-Z Guarantee claims which have gone against us, impacted our order defect rates for non receipt despite us buying shipping through Amazon and shipping on time. In line with Amazons policy we should be protected from the defects:
"If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)
I have appealed and as usual had unhelpful robotic responses from the A-Z Guarantee claim.
Order numbers as follow:
202-9020650-4646765
202-2047972-0777947
203-7768936-2965960
203-3524081-6188335
204-5658687-7016318
@Julia_Amazon@Winston_Amazon @Ezra_Amazon @Maja_Amazon
Any help appreciated as always, thank you.
19 Antworten
Winston_Amazon
Hello @Seller_xySbvelx4DBqR,
Thanks for the tag! Have you also reached out to Seller Support?
Seller_3d2NmrirX08AS
Hi ALL,
I had this very issue and I solved with the help of @Winston_Amazon
Follow the process
appeal the A-Z claim, if the claim is denied then open the case and state the amazon policy with the actual text and a link to the help page, stating the policy and reference to it. The majority of the appeals were resolved in those two steps, I only got in touch with Winston for the others that were not resolved this way, I think its an algorithm issue that doesnt identity the difference between Amazon buy shipping and any other form of postage.
@Winston_Amazonis a valuable resource on the forums but please take the steps above before swamping him with the order numbers etc, its only fair that we try an resolve the issue through the correct procedures.
the forum mods should be a last resort when we have exhausted the process and SS have been unable to help, they shouldnt be the first point of contact when there are systems in place, please respect their time and also give them the time to solve the issue.
Thanks
Seller_3d2NmrirX08AS
With issues like this when the system kicks out a standard reply which is proven to be incorrect then creating a case with SS is best ,that way some bright spark at Amazon will then see how much time SS are having to devote to this issue, and the mountain of cases, then this will trigger them to look into the issue more than the individual case, this then solves it for everyone.
Just my thoughts
