My Amazon account is in danger of deactivation. I opened my account today to that dreaded banner. Client opened an A to Z against. I need help crafting my rebuttal. I have ridden out 2 or 3 of these deactivation threats by riding out the period to get past it.
Client didn’t like the product. Not what they expected.
Client opened a case against me and got a full refund, with no product return. (Sarcasm on/ Don’t you just luv RETURNLESS REFUNDS! /sarcasm off).
Client left a 1 star review with no explanation.
My defect rate is 2.6% for 1 return out of 36 orders.
Buried deep under the order the client claims they sent me a message requesting a return and I never replied. I’ve torn Amazon apart looking for a message. Either Amazon burped and lost it or the client lied. (We all know my opinion.)
I need to file a rebuttal to the A to Z claim. Since I can’t say the client lied, but I can do a screen shot showing there are no messages from client. How do I go about replying to the A to Z claim? What info should I include? I reviewed Seller University on how to reply to an A to Z, but I found it useless. In all my years on Amazon, I’ve never had to deal with one. i still have about 2 weeks to reply, in the 30 day reply period.
Hi @CelticMink, I’m so sorry you’re dealing with this. Check out the links below for some A-to-z appeal templates to see if one might be adapted for your situation, and then post a draft here for any feedback before sending to Amazon.
I doubt the customer contacted you, and this could be your defense.
This sounds like a cs rep opened the a to z to over-ride the system. In this case a well crafted appeal to the a to z should get the strike removed from your account and amazon should fund it. I’m a little under the weather at the moment but let me try to figure out something for you.
Hi folks, I reviwed some the appeals crafted by others.
I sold a pewter pendant necklace.
it has 4 5* reviews and 1* bad review from client.
I didn’t use amazon shipping, I buy most of my shipping from another shipping company (my shippo). I missed placing a return label with the package. (I usually include one.)
It was shipped on time and delivered on time.
The client claims they sent me a message requesting a return. When I checked messages using the buyer’s name and order number I couldn’t find any message. I did screen shot it.
Among the Amazpn suggestion in the help section was either delete the product or rewrite the description to better explain it to the client.
Photos include a closeup of the pendant, fron only, hanging on a bust, a stand alone photo of the pendant and chain 3 size photos, ruler inches and metric, coin,
Extraneous info, I have a message from Dec 28, 23 and another from May 23. I can’t find a message from her on Amazon.
I did look thru all the appeals. I didn’t quite find one that suited my situation. What information should I include in this appeal?
The description includes the size in inches and metric. I copy the size description fro the wholesalers website, then i add metric using a conversion table online.
"A2Z’s require the customer contact the seller so we can resolve the situation. If the buyer had contacted us we would have sent a pre-paid return label.
Please reverse this AtoZ as per Amazon policy"
Someone else please flesh this out a little. not too much cause then they won’t read it.
Do you want me to move this thread to general selling so others can chime in?
Chill. A 2.6 Order defect rate can be overcome by a few sales in the space of a week or two unless you have had numerous problems in the past.
Amazon comes down much harder on small sellers for just a problem order or two, but unless you have a history of many problems, think: “This, too, will pass.”
Consider doing anything you can to increase your order volume so your so-called mistakes can be buried quickly.
I think the idea behind going on vacay for 60 days is to wait for this ding to drop off so that another one isn’t received in that timeframe which COULD cause deactivation.
It’s a valid strategy given that these things can happen even through no fault of your own.
I’m assuming there’s no return request either with this order. This sounds like it should’ve just been a routine product return that Amazon’s idiot CS rep blew up into something else. I had an order where Amazon’s CS opened a food safety personal injury claim on behalf of a customer that they never asked for (all they asked for was a return or refunds for something that didn’t make their stomach feel good), which caused me a ton of problems as a result.
For this appeal, this is what should be addressed …
Only the above points would be relative in your appeal with the focus on the customer not following Amazon A to Z guidelines prior to filing the A to Z claim.
Hi, we have researched the Amazon messaging system for Order {INSERT ORDER NUMBER} and found no return request for this order. Please see attached image of the message search results for Order {INSERT ORDER NUMBER}. The Amazon A to Z Guarantee (link to A to Z Guarantee page) requires that the customer “have requested a return more than 48 hours ago” before filing an A to Z claim. This customer did not follow the A to Z guidelines by not requesting a return prior to filing for an A to Z claim. Because of this, we had no ability to respond prior to receiving the A to Z claim notice. We request Amazon please return the money to our account and remove the defect from our account. Thank you {Your name and title}.
This would be our appeal reply.
Please chime in with other thoughts that might be improvements or additions.
that’s probably the worst thing you can do.
If you stop selling your ODR will continue to rise.
When you have other orders that complete without issue that will help the ODR drop.
Do NOT stop selling and shipping now.
we have researched the Amazon messaging system for Order and found no return request for this order. Please see attached image of the message search results for Order Number 112-7426766-4613004 . The Amazon A to Z Guarantee
(link to A to Z Guarantee page) requires that the customer “have requested a return more than 48 hours ago” before filing an A to Z claim.
This customer did not follow the A to Z guidelines by not requesting a return prior to filing for an A to Z claim. Because of this, we had no ability to respond prior to receiving the A to Z claim notice. We request Amazon please return the money to our account and remove the defect from our account.
For what it’s worth, I have never had much luck arguing that the buyer didn’t follow the AtoZ guidelines so the claim should be dismissed. I suggest your appeal focus on the fact that the buyer did not return the item and therefore should not be refunded.
The issue at hand is what claim reason did the buyer use when they opened the claim? This is what you have to address.
I am asking about the claim reason listed on the AtoZ under “Customer Issue.” “Package didn’t arrive,” something like that. The reason they give in the claim description matters less.