A to Z

Account Health ODR and Shipping Performance
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The customer said she did not receive the product and wanted a replacement. I messaged her that a replacement was sent as she requested. She has received replacement, but she put in an A to Z claim anyway and it was granted.

I don’t know how, but the original shipment shows not shipped. It must have dropped out of my bag or something. Anyway, I did ship the replacement. Do I have any hope if I appeal the A to Z if I show that she received it? Did I follow standard procedure by sending her a replacement the way I did?

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In a INR case … to win, the first thing that has to happen is use Amazon Buy Shipping and second thing is to ship on time (shipment has to have an on time scan). Since you did not have an on time scan, you will loose the A to Z, loose the money and take the metric hit. By sending a replacement, you have compounded your loss.

Next time … if you know there was no first scan of the shipment, you would be better off apologizing and give the refund.

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Well said.

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I have received 100’s of A-Z and never am I refunded if there is no tracking.

Even showing a future shipment. But in my case that 2nd shipment also did not have tracking.

Maybe it is possible, so try, but for me. Not a chance.

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I see. Thank you. I will just refund next time. It’s cheaper, and maybe they wouldn’t file an A-Z with a refund.

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If you refund, they shouldn’t be able to file the A to Z … but if they do and you have already refunded, then Amazon should not process the A to Z claim. If Amazon does process the A to Z after you have refunded, then you would file an appeal and should win as the customer is not entitled to a double refund.

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Thank you.

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If she didn’t place the replacement request through her amazon account, then it didn’t happen in the eyes of Amazon.

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