Legit reason to A-toZ claim? "The customer has not received their package and our records indicate you shipped this order after the maximum handle time."
I just had an A-to-Z claim granted for the reason "The customer has not received their package and our records indicate you shipped this order after the maximum handle time."
My question is: Since when has Amazon reserved the right to refund the entire cost of an order (in this case over $100) WITHOUT requiring a return, JUST because the seller missed the "maximum handle time" (or the local post office didn't scan in for a day or two after it was dropped off? Does this mean I should just cancel any order that I can't drop off at the PO the next morning? I always knew that customers could return items that arrived late, and the seller would have to pay the return shipping.
But seriously: Amazon just issued a full refund, no questions asked, to a business customer (who is also a competitor btw) for an item with a delivery window of Nov. 22-23 (the 23rd being Thanksgiving btw.) USPS attempted delivery on Nov. 24, but they had to reschedule because the business was closed. The business customer filed an A-to-Z claim TODAY (Nov. 27), got a full refund today, and now USPS confirms that they've delivered the item to the business (today).
I explained the situation to Amazon in my appear (which I filed today), but I never got any notice of the claim--other than Amazon's decision to grant it (today). I, therefore, did not know, when I filed the appeal, that the reason it was granted was "The customer has not received their package and our records indicate you shipped this order after the maximum handle time." This reason makes it sound as if it simply doesn't matter if the customer receives the item even just ONE DAY after the Amazon delivery window (or, in my case, USPS attempts delivery just one day late.) If I didn't get the package SCANNED AT THE POST OFFICE the business day after receiving the order, the customer can receive a full refund AND keep the item.
Is this, in fact, a policy that Amazon has instituted--and have they put it in writing somewhere? Or, is this just Amazon exerting their power to steal money from me, policies be darned--since they keep their commission and I pay the whole refund--while they let a larger seller (who generates more revenue for Amazon?) steal the product from me?
Legit reason to A-toZ claim? "The customer has not received their package and our records indicate you shipped this order after the maximum handle time."
I just had an A-to-Z claim granted for the reason "The customer has not received their package and our records indicate you shipped this order after the maximum handle time."
My question is: Since when has Amazon reserved the right to refund the entire cost of an order (in this case over $100) WITHOUT requiring a return, JUST because the seller missed the "maximum handle time" (or the local post office didn't scan in for a day or two after it was dropped off? Does this mean I should just cancel any order that I can't drop off at the PO the next morning? I always knew that customers could return items that arrived late, and the seller would have to pay the return shipping.
But seriously: Amazon just issued a full refund, no questions asked, to a business customer (who is also a competitor btw) for an item with a delivery window of Nov. 22-23 (the 23rd being Thanksgiving btw.) USPS attempted delivery on Nov. 24, but they had to reschedule because the business was closed. The business customer filed an A-to-Z claim TODAY (Nov. 27), got a full refund today, and now USPS confirms that they've delivered the item to the business (today).
I explained the situation to Amazon in my appear (which I filed today), but I never got any notice of the claim--other than Amazon's decision to grant it (today). I, therefore, did not know, when I filed the appeal, that the reason it was granted was "The customer has not received their package and our records indicate you shipped this order after the maximum handle time." This reason makes it sound as if it simply doesn't matter if the customer receives the item even just ONE DAY after the Amazon delivery window (or, in my case, USPS attempts delivery just one day late.) If I didn't get the package SCANNED AT THE POST OFFICE the business day after receiving the order, the customer can receive a full refund AND keep the item.
Is this, in fact, a policy that Amazon has instituted--and have they put it in writing somewhere? Or, is this just Amazon exerting their power to steal money from me, policies be darned--since they keep their commission and I pay the whole refund--while they let a larger seller (who generates more revenue for Amazon?) steal the product from me?
0 replies
Seller_nRFmxiQg4EGrw
You should change your handling time. Amazon recently "rewarded" many sellers by changing their handling time to 1 day, without consent or notification; you should probably change it back.
And yes, an A-Z for INR is covered only if you ship on time (including getting a scan at the post office). Ship late, and the refund is on you.
HOWEVER, for INR, there is supposed to be a waiting period after the last delivery date before the A-Z can be filed. Not sure if that can help with an appeal or not.
Seller_nRFmxiQg4EGrw
I agree. Good luck!!
Troy_Amazon
Hi @Seller_EKoBU9mowZRgV,
Thank you for your post. I understand you are trying to address an A to Z Claim. You may address individual claims you are seeing by accessing the "A to Z Guarantee Claims" page from the Performance tab on your main menu. Once accessed, you may check each individual claim and submit your rebuttal for each of these claims.
In your particular case, you would need to show that you shipped the product on time, and I would also focus on the closure of the local post office as a part of the reason for the claim being filed. You can find more information about A to Z Claims here and how appeal those claims here.
I would also echo @Seller_nRFmxiQg4EGrw when advising to check the handle time as some accounts do seem to have been affected by a reset of the handle time options. I would also recommend checking the holiday setting as well.
Finally, you may see this claim affect your Order Defect Rate (ODR). The ODR metric has time window of 60 days. After this window has passed, all affected orders will fall off the downloadable report and will no longer affect the ODR at that point in time. Once these orders roll off, you will see the metric come back toward the target of 1%. Additionally, any orders fulfilled without reported customer issues will also assist with bringing the metric back to the goal as well. The final way to bring the metric back into target area would be to resolve the claims involving any of the affected orders.
You may see a banner stating "Your Account is at risk". Within that banner, you may be seeing a yellow "Submit appeal" button. If this button does populate, you will need to take action on the account by following the workflow page you will see after clicking on that button. If no such button is visible within the banner, you will not need to take any action.
Please feel free to reach out with any further questions or account updates, and we will assist you as best we can.
Regards,
Troy
