Unfair A-to-Z Claim Decision—No Opportunity to Defend Myself
Hi everyone,
I wanted to share a frustrating experience I had with an A-to-Z Guarantee claim that has seriously impacted my business. I’d love to hear if anyone else has faced something similar or has advice on how to handle this.
The issue is with an order (Order ID 701-7074124-7235454). Here’s what happened:
Timely Delivery and Proper Handling of Return Request: The item was delivered on time with no issues.
The customer filed a return request 8 days ago, and I promptly authorized it and provided a prepaid return label.
Customer Filed an A-to-Z Claim: Despite me following the process and responding to the return request, the customer went ahead and filed an A-to-Z claim yesterday, 8 days after opening a return request. They claimed the item was “not what they ordered.”
No Contact from the Customer: The customer never reached out to me to resolve the issue before filing the claim, which is supposed to be a requirement under Amazon’s policies.
Amazon’s Decision in 6 Minutes!
Here’s the most shocking part: The claim was filed on November 24, 2024, at 01:04 and Amazon made the final decision in 6 minutes at 01:10, to side with the customer—without giving me any opportunity to appeal or present evidence.
Impact on My Business: The item cost me $250 USD including shipping, and now Amazon has refunded the customer AND allowed them to keep the item.
This decision caused my account health to plummet, and I’ve lost my Buy Box eligibility on all of my listings.
Amazon policies state that the A-to-Z Guarantee protects customers when they cannot resolve an issue with the seller. I followed all policies and timelines, yet I was penalized unfairly.
My Questions for the Community:
Has anyone experienced an A-to-Z decision made so quickly without being allowed to present evidence?
What’s the best way to escalate this and get my account health reinstated?
Is there any way to recover my financial loss or get the item back?
This experience has shaken my confidence as a seller. I’d appreciate any advice or insights you can share.
Thanks
Unfair A-to-Z Claim Decision—No Opportunity to Defend Myself
Hi everyone,
I wanted to share a frustrating experience I had with an A-to-Z Guarantee claim that has seriously impacted my business. I’d love to hear if anyone else has faced something similar or has advice on how to handle this.
The issue is with an order (Order ID 701-7074124-7235454). Here’s what happened:
Timely Delivery and Proper Handling of Return Request: The item was delivered on time with no issues.
The customer filed a return request 8 days ago, and I promptly authorized it and provided a prepaid return label.
Customer Filed an A-to-Z Claim: Despite me following the process and responding to the return request, the customer went ahead and filed an A-to-Z claim yesterday, 8 days after opening a return request. They claimed the item was “not what they ordered.”
No Contact from the Customer: The customer never reached out to me to resolve the issue before filing the claim, which is supposed to be a requirement under Amazon’s policies.
Amazon’s Decision in 6 Minutes!
Here’s the most shocking part: The claim was filed on November 24, 2024, at 01:04 and Amazon made the final decision in 6 minutes at 01:10, to side with the customer—without giving me any opportunity to appeal or present evidence.
Impact on My Business: The item cost me $250 USD including shipping, and now Amazon has refunded the customer AND allowed them to keep the item.
This decision caused my account health to plummet, and I’ve lost my Buy Box eligibility on all of my listings.
Amazon policies state that the A-to-Z Guarantee protects customers when they cannot resolve an issue with the seller. I followed all policies and timelines, yet I was penalized unfairly.
My Questions for the Community:
Has anyone experienced an A-to-Z decision made so quickly without being allowed to present evidence?
What’s the best way to escalate this and get my account health reinstated?
Is there any way to recover my financial loss or get the item back?
This experience has shaken my confidence as a seller. I’d appreciate any advice or insights you can share.
Thanks
1 resposta
Jurgen_Amazon
Hello @Seller_d6hL1SYMzKQO5,
Thank you for contacted Amazon Forums. I will be more than glad to help you with this situation.
I have reviewed the information related to this order, but I need you to confirm which carrier you used for the prepaid return label. Once I get this, I will be able to finish my investigation and determine if we can escalate this to the team in charge.
Looking forward to your answer.
Jurgen
