But will Amazon retract the A-Z claim from our metrics?
Many seller posts that Buyer Support is bypassing the refund option and going straight into A&Z with no Seller notification.
This impacts Seller ODR and Buy Box eligibility.
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Yes, and the frequency with which such complaints are appearing over in what is now the NSFE has been ramping up rather sharply over the last six biz quarters or so (i.e., stretching back to the times that we here in the SAS refer to as the OSFE).
For many years, I typically attributed such complaints as being most-likely rooted in an inability to communicate in a short, succinct fashion with a support infrastructure predicated upon employment of off-shored & outsourced personnel as first-echelon gatekeepers - and the underpinning foundation of the “Defective By Design” model for provisioning Customer Support that, largely (but not entirely) drove the rise of such Third Party Service Providers as Concentrix - but I’ve seen too much evidence in recent years to believe that such denials, on both the A-to-z & SAFE-T Claim fronts alike, are anything other a calculated effort by Seattle’s TPTB to claw back every penny it can.
By Hook, OR By Crook.
As has quite-demonstrably long been your wont (yes, like many another member of the SAS/BSFE, I remember your salubrious posts of yore, and am pleased that you found your way home), I think you’ve struck the nail squarely upon its head with that question.
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We had a repeat customer contact us by phone last evening. Her package was late. She could see tracking but there was a significant delay. She attempted to use the “contact seller” button which took her directly and filed the A to Z for her. Do not pass go, just collect your $200. She was angry and frustrated as she saw the tracking but was concerned about holiday delivery (we have had many items track as just sitting in package facilities). I believe this is happening frequently. Buyer had automation file a claim she had no idea she filed, was immediately refunded and of course in a few days will receive her item. All because she wanted to ask a question. Our ODR impacted (we filed appeal which was almost immediately rejected using the reason "you did not ship on time: - which we did) case closed. Amazon strikes us down, buyer is unhappy at first, but receives a free item at the end.
We spent the better part of the afternoon yesterday refunding buyers with orders we could track sitting in package facilities, as we know those claims will follow. Since the automation is no longer offering protection with the Amazon buy shipping program, we have many buyers who will receive a christmas gift from us in order to save our account.
The system becomes more broken every day.
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I haven’t seen this before:
We recognize that sometimes late deliveries happen. If a refund has already been issued for an A-to-z Guarantee claim and the item was delivered within 30 days of the refund date, we will now email the customer on your behalf and request them to either return the item or cancel the refund issued. You don’t need to appeal the claim or message the customer separately, but do keep an eye on the return request and emails from us for updates on the decision. To help avoid claims, please ensure you are always following Amazon’s policies on fulfillment and returns, including shipping on time with a valid tracking number.
So there’s nothing to stop the customer from just ignoring the request and keeping the product and the money.
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Amazon does reserve the right to recharge a Buyer Account unilaterally (always has), but the question remains:
Will it do so with any consistency?
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How does a customer cancel the refund issued?
Will there be a button to select on the order to cancel the refund?
If you loose the A to Z claim for late delivery and then it is delivered and the customer selects the cancel refund, how long will it take for Amazon to return the funds to seller?
Does an INR claim now fall under item arrived late until the 30 day window refund date?
Does the customer get penalized for not returning or not cancelling the refund?
Random thoughts of questions with answers yet to come …
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maybe consolidate and move to @HobbesIsMyTiger 's referenced thread above?
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I think the reality is that Amazon has been so laser focused on how to claw back money from sellers that they forgot that they can claw back money from buyers too… This is step 1. There’s a lot of money to be made and this one might actually benefit Amazon’s “partner’s” too…
Just my 2 cents.
Amazon no longer needs to worry about their reputation in the consumer eye. They are the dominant force in ecommerce and that’s unlikely to ever change.
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Yeah saw that too. I doubt it will have any real effect on us. Amazon will get the money then “forget” to give it back to sellers
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Done! Thanks to @MissMeliss and @JustForFunStuff both for bringing attention to this new development. Amazon sure hasn’t 
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We recognize that sometimes late deliveries happen. If a refund has already been issued for an A-to-z Guarantee claim and the item was delivered within 30 days of the refund date, we will now email the customer on your behalf and request them to either return the item or cancel the refund issued. You don’t need to appeal the claim or message the customer separately, but do keep an eye on the return request and emails from us for updates on the decision. To help avoid claims, please ensure you are always following Amazon’s policies on fulfillment and returns, including shipping on time with a valid tracking number.
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email and request – there’s an effective technique.
I suppose a few will do so.
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We still question how the customer will execute this …
Will a “Cancel Refund Issued” button appear some where for the customer to do this?
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And where will the money go?
There is currently an appropriately timed thread newly posted about a seller with a buyer authorized recharge where buyer has sent seller proof of the recharge. Amazon disavows all knowledge.
Of course if it were an Amazon-funded A to Z for non-receipt, then the money should go to them. Which may be the only reason to initiate this whole concept.
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@Sundance we merged your topic into this one.
@JustForFunStuff I’m going to update your title to make it show up better in search.
Thanks to you both and @MissMeliss for keeping us updated!
We would appreciate hearing from any Sellers who have had an item delivered after refund, under this new procedure. Like…how did it work? Did anything happen? Did you get any notifications?
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I had 6 items delivered the day the claims were filed and paid.
Only ONE buyer has paid.
We contacted the other 5, crickets.
Nothing from Amazon.
Bad storm here in PA, lots of wind and flooding. Power outages everywhere in our Buckingham/Doylestown/Wash Crossing area.
so happy to have Generac on board at home, have no idea if we’ll get to our business locations tomorrow due to all the road closures.
I hope everyone is safe where they are.
Crazy thing is- used Amazon buy shipping. Item shipped and scanned on time. Claims were paid without any contact to us. Packages delivered literally hours after claims were filed and paid…
Yes we reported every buyer. Strange circumstances…
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