Amazon wrongly decided Amazon A to Z & ODR on account with a return delivered to Amazon Warehouse instead of to us
Amazon wrongly decided on an Amazon A to Z claim and has refused to change course on a customer return holding us accountable for UPS mis-delivering a customer return to Amazon's warehouse rather than to our place of business. I have spent over 10 hours on the phone and Seller Support & Account Health have been no help even though every agent see's the problem and agrees that we should not be held liable. And because of the Amazon A to Z claim we are unable to file a Safe-t claim preventing us from addressing the UPS mis-delivery of delivering the return to Amazon and not us. We do not and have never done FBA so its all FBM. This is the first time in 11 years and hundreds of thousands of shipments that this has happened to and we are getting zero help. Its a $211 order and the worst part is the ODR score hit. We did nothing wrong. We never got an email from the customer before the Amazon A to Z. We never got a chance to address this. We called UPS and they refuse to help us or help with a claim. I was finally able to find out that the package was delivered to the Walton, KY Amazon warehouse and clearly not to us in Indiana per the UPS tracking (customer was in FL). So once again on the phone with Seller support for another hour this morning and going nowhere.....What can we do? This is rediculous and Amazon systems are completely failing us with no help. We have been denied 4-5 straight days in a row by Amazon A to Z and thats even after we appealed. I'm a very experienced seller so this isnt some gray area or lack of knowledge. This is preventable and it seems as if Amazon's systems and processes are encouraging such behavior and the required effort would have 99.9999% of sellers just tossing in the towel and giving up. So what more can we do?
Order: 114-6650131-9317860
RMA: D7N4Gg09RRMA
Tracking ID:1ZJ74J529016070273
Amazon wrongly decided Amazon A to Z & ODR on account with a return delivered to Amazon Warehouse instead of to us
Amazon wrongly decided on an Amazon A to Z claim and has refused to change course on a customer return holding us accountable for UPS mis-delivering a customer return to Amazon's warehouse rather than to our place of business. I have spent over 10 hours on the phone and Seller Support & Account Health have been no help even though every agent see's the problem and agrees that we should not be held liable. And because of the Amazon A to Z claim we are unable to file a Safe-t claim preventing us from addressing the UPS mis-delivery of delivering the return to Amazon and not us. We do not and have never done FBA so its all FBM. This is the first time in 11 years and hundreds of thousands of shipments that this has happened to and we are getting zero help. Its a $211 order and the worst part is the ODR score hit. We did nothing wrong. We never got an email from the customer before the Amazon A to Z. We never got a chance to address this. We called UPS and they refuse to help us or help with a claim. I was finally able to find out that the package was delivered to the Walton, KY Amazon warehouse and clearly not to us in Indiana per the UPS tracking (customer was in FL). So once again on the phone with Seller support for another hour this morning and going nowhere.....What can we do? This is rediculous and Amazon systems are completely failing us with no help. We have been denied 4-5 straight days in a row by Amazon A to Z and thats even after we appealed. I'm a very experienced seller so this isnt some gray area or lack of knowledge. This is preventable and it seems as if Amazon's systems and processes are encouraging such behavior and the required effort would have 99.9999% of sellers just tossing in the towel and giving up. So what more can we do?
Order: 114-6650131-9317860
RMA: D7N4Gg09RRMA
Tracking ID:1ZJ74J529016070273
12件の返信
Seller_OvL8C4BJWiuS9
Bottom line is the item was returned, so someone needs to refund the buyer. UPS has to be able to supply you with tracking and such. Did you use Amazon buy shipping on this order?
Sandy_Amazon
Hi @Seller_zTdJ5Q5O3rKVk
My name is Sandy from the community manager team here on forums.
Thank you for your patience as we are expecting higher volume of seller cases here on forums.
I have looked into the order IDs and cases you have commended and have escalated this to appropriate internal teams for additional investigation.
Please allow roughly 5-10 business days for them to reach back to me. Thank you for your patience.
Best,
Sandy
Sandy_Amazon
Hello @Seller_zTdJ5Q5O3rKVk
Thank you for your patience while I wanted on internal teams to review the claim.
Great news, due to the valid evidences found during the investigation, the team have decided to credit you the proceeds for the order which were debited and ODR was not impacted.
The changes should be reflected within the next 48 hours.
Thank you!
Sandy
