How to avoid A-Z Claim ?

[ncv4a]

Hello,
Does anyone know how to avoid A-Z claim? I've just get an A-Z claim from a buyer, he contacted me claim that he never received his package although the tracking number showed that it was delivered, I replied that he should check with his local post office with the tracking number, if he still cannot find it then tell me and I will give him a full refund, after that he filed me an A-Z claim, and it hurts my ODR metric.

I've read many posts on Amz forum to understand about A-Z claim and there's many guys stated that IF I WIN OR NOT the A-Z claim will hurt my ODR rate anyway. And buyer can file an A-Z claim after contacting us the first time.

I'm really confused, anybody knows how to avoid it except refund any buyers after they first contact us (this seems really costly).

Thank you guys so much in advance!

[elmo]

Keep better communication with your buyers via some kind of email message system to allow them to contact you easier if there are any questions or issues.

Some you cannot avoid unfortunately, lots of dishonest people out there. But as long as you resolve it with the buyer ASAP, accept liability with refunds, you should be alright as long as its not a common occurrence

Good luck!

[ncv4a]

Originally Posted by elmo

Keep better communication with your buyers via some kind of email message system to allow them to contact you easier if there are any questions or issues.

Some you cannot avoid unfortunately, lots of dishonest people out there. But as long as you resolve it with the buyer ASAP, accept liability with refunds, you should be alright as long as its not a common occurrence

Good luck!

Thank you Elmo, do you mean tell them to contact me directly like gmail for better communication?
I always reply them under 6 hours and states that I'm willing to refund if there's issue. However, after this experience, I know that they can always filed me an A-Z for any reason after asking me for something, this really makes me feel worried.

[e2free]

Originally Posted by ncv4a

Thank you Elmo, do you mean tell them to contact me directly like gmail for better communication?
I always reply them under 6 hours and states that I'm willing to refund if there's issue. However, after this experience, I know that they can always filed me an A-Z for any reason after asking me for something, this really makes me feel worried.

No don't issue refund if you do this it will go against you, if item delivered simply add tracking no to case and he will loose the case and all good to go

[frksmth]

Originally Posted by e2free

No don't issue refund if you do this it will go against you, if item delivered simply add tracking no to case and he will loose the case and all good to go

There is a possibility that even if the tracking shows as delivered but no one signed for it, Amazon will side with the buyer.

If it was signed for, then you have nothing to worry about. Just provide Amazon with the tracking number when responding to the case and let them know that it was delivered. They should find the case in your favour.


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[elmo]

Originally Posted by ncv4a

Thank you Elmo, do you mean tell them to contact me directly like gmail for better communication?
I always reply them under 6 hours and states that I'm willing to refund if there's issue. However, after this experience, I know that they can always filed me an A-Z for any reason after asking me for something, this really makes me feel worried.

It sounds like you are doing a good job to avoid issues.

Hopefully you don't run into too many of those buyers!