customer never contacted us regarding an order. and filed an A-Z claim is that allowed
Technically against policy but it is quite normal. Policy adherence is just for sellers, not for Amazon or customers.
Hello @Eldorito,
thank you for joining the forum. I am sorry to hear that you are experiencing issues with A-Z claims.
Lookup the order ID in the buyer-seller messaging and you will definitely find there a message.
Even if the message isn’t in any way relating to the A-Z claim, it will still be counted as a contact for the purpose of satisfying the contact requirement.
got it,
what if the order got lost or delayed by US postal service
Did you buy shipping from Amazon? If yes, they will cover a potential INR A-Z claim on your behalf.
In such case, there is no need to issue any refunds, send replacements or worry about A-Z claims.
Here is a quote and a link to the policy:
”A-to-z Guarantee claims: 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.”
Amazon still filed an A-Z claim
Yes, but if everything goes properly, then you shouldn’t be even notified about such claims.
Are you US based? Have you purchased shipping from Amazon?
us based purchased label through amazon
USPS picked up the order and showed delayed and was never delivered
What does the A-Z claim outcome show? With shipping purchased from Amazon, it should be “Amazon Funded”.
it shows I am debited from my account
Then, you should appeal the claim using one of my relevant templates from my A-Z claim guide thread:
This one template applies to your situation:
Buyer claiming non-receipt and the shipping was purchased from Amazon
“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and if applicable signature). According to the order’s tracking information, the package was delivered to the correct address on (date). The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “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.” Please close this claim since the order was already delivered and the shipping was bought from Amazon. Thank you.”
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