A-Z claim issue

[JohnWall]

I've had an A-Z claim from a customer trying it on for a fairly large amount. I shipped the item next working day via RM Special Delivery but accidentally put the account in my suspended file so didn't log back into it for around three weeks when I do my weekly check up on suspended accounts (I'd been away on Holiday so hadn't checked them for a while).

I had no communication from the seller apart from the next day asking for the tracking number so I assumed everything was OK and marked it as dispatched. The customer then quickly emails me questing why have they just been charged for the item (I wasn't aware of this but do Amazon only charge the customer once the item has been marked as dispatched??). They went on to say that after a week of the item not being dispatched they contacted Amazon to cancel the purchase, which I know is complete BS.

They went on to open an A-Z claim. I got the usual email asking for proof of delivery, the customers signature etc... I responded but they sent the same email a further two times (both responded to with the exact same reply) until the claim was settled in my favour. A few days later the case way reopened again with the same email being sent a further two times and the case is now pending!

Got a horrible feeling it's going to be closed in the buyers favour this time, a long wait from an Amazon decision is never a good sign. Anyone got any tips?

[e2free]

Read out your first paragraph again not sure what you trying to explain
Amazon follow strict guideline for a to z claims and many tricks available to win the case

[JohnWall]

Originally Posted by e2free

Read out your first paragraph again not sure what you trying to explain
Amazon follow strict guideline for a to z claims and many tricks available to win the case

Essentially I had a sale and shipped it the next day but the account was put into my pile of suspended accounts so it didn't get marked as dispatched on Amazon until around three weeks later.

Also been hit with a chargeback claim this morning which has taken away any hope I had of getting this money.

[e2free]

Originally Posted by JohnWall

Essentially I had a sale and shipped it the next day but the account was put into my pile of suspended accounts so it didn't get marked as dispatched on Amazon until around three weeks later.

Also been hit with a chargeback claim this morning which has taken away any hope I had of getting this money.

Well shipping or Mark as dispatch later then specified date is against Amazon terms seems you were lucky to win the case it should be straight declined

Many user claimed customer received item On time but it was shipped late Amazon still issue refund

[JohnWall]

Originally Posted by e2free

Well shipping or Mark as dispatch later then specified date is against Amazon terms seems you were lucky to win the case it should be straight declined

Many user claimed customer received item On time but it was shipped late Amazon still issue refund

I've provided proof of shipping receipt and the tracking also shows it was shipped & delivered on time, the only thing that was late was me hitting the dispatched button on Amazon.

Amazon have cancelled the A-Z claim due to the charge back claim so hopefully this will be easier to defend now.

[e2free]

Originally Posted by JohnWall

I've provided proof of shipping receipt and the tracking also shows it was shipped & delivered on time, the only thing that was late was me hitting the dispatched button on Amazon.

Amazon have cancelled the A-Z claim due to the charge back claim so hopefully this will be easier to defend now.

Chargeback can be 2 types not received or not as described
Amazon PayPal don't like seller who get lot of chargeback

[JohnWall]

Originally Posted by e2free

Chargeback can be 2 types not received or not as described
Amazon PayPal don't like seller who get lot of chargeback

They've filed a not as described claim which conflicts what he's told Amazon so hopefully they will defend this for me.

[SaiJin]

Yes but a chargeback and AZ claim has nothing to do with each other. One is through the bank and one through amazon. And his bank will always defend him.

Why not try to contact the buyer, explain the situation and offer a solution at this point?

[e2free]

Under chargeback terms customer has right to get money back for item not as described

Moat cases PayPal and AZ don't take responsibility since they have to return the money to buyer's bank

[JohnWall]

Originally Posted by SaiJin

Yes but a chargeback and AZ claim has nothing to do with each other. One is through the bank and one through amazon. And his bank will always defend him.

Why not try to contact the buyer, explain the situation and offer a solution at this point?

I know the difference, but when they have already had their original A-Z declined so they try a completely different excuse for the chargeback then this should raise flags.

[Verificationguy]

contact buyer to fix problem

[mrowcp]

If you are hit with a chargeback claim, I can guarantee you that bank will refund the money for this transaction to the buyer. As you may know, amazon NEVER lose money so easy, so they will take it from your balance.

[JohnWall]

Update on this. The account was suspended on the 4th of May because of the chargeback claim. I responded to it immediately giving the usual arse licking response they ask for. Was told there would be a response within 24 hours but that never came and now I'm locked out of the account completely!

Take it this account is now long lost?

[e2free]

That's normal

[cobaogio7]

Originally Posted by JohnWall

I've had an A-Z claim from a customer trying it on for a fairly large amount. I shipped the item next working day via RM Special Delivery but accidentally put the account in my suspended file so didn't log back into it for around three weeks when I do my weekly check up on suspended accounts (I'd been away on Holiday so hadn't checked them for a while).

I had no communication from the seller apart from the next day asking for the tracking number so I assumed everything was OK and marked it as dispatched. The customer then quickly emails me questing why have they just been charged for the item (I wasn't aware of this but do Amazon only charge the customer once the item has been marked as dispatched??). They went on to say that after a week of the item not being dispatched they contacted Amazon to cancel the purchase, which I know is complete BS.

They went on to open an A-Z claim. I got the usual email asking for proof of delivery, the customers signature etc... I responded but they sent the same email a further two times (both responded to with the exact same reply) until the claim was settled in my favour. A few days later the case way reopened again with the same email being sent a further two times and the case is now pending!

Got a horrible feeling it's going to be closed in the buyers favour this time, a long wait from an Amazon decision is never a good sign. Anyone got any tips?

Did you reply to them by email or by login to seller central?

[JohnWall]

Originally Posted by cobaogio7

Did you reply to them by email or by login to seller central?

Through seller central then chase it up with support a few days later

[Leader2dark]

How do you make money selling on Amazon and dealing with this stuff?

[JohnWall]

Originally Posted by Leader2dark

How do you make money selling on Amazon and dealing with this stuff?

I often think this myself when things like this happens. The good usually outweighs the bad, it's just that you only ever hear of issues on the forums.

[SaiJin]

most of the time buyers are ok on amazon, but there are those who are balatantly like this.