AZ CLAIMS

Main goal is to defend and maintain successful business so:

·         Always be professional and maintain your composure. If you want to vent, punch a wall, use the forum or PM me

·         Only state facts. Amazon cares little to rants, accusations , and claims that can’t be proven

·         Use bullet points in your reply to AZ claim

·         Try to quote Amazon’s polices when applicable

·         Never refund an AZ without trying to defend it since the damage has been done already

·         Reaching out to a customer is up to your discretion, but don’t wait too long to reply to AZ claim other with Amazon will rule in the buyer’s favor

·         Make different templates for different scenarios , that way your message is always professional and emotion free

·         Read the seller forums every now and them

·         Familiarize yourself with Amazon’s rules and polices before selling

Item Not Received ( INR ) :

·         Tracking doesn’t show item delivered :

o   Claim will be granted to buyer

o   Open claim with courier for lost shipment

 

·         Tracking  shows item delivered :

o   Signature : Claim will go to seller even if buyer’s name and signature don’t match

o   No signature :

§  If shipping is bought from Amazon , from a policy stand point seller wouldn’t lose but Amazon has been very inconsistent ( make sure to quote policy in reply )

§  If shipping is not purchased from Amazon, most likely seller will lose claim however :

o   Provide all relevant data

o   Contact Post Office / UPS/FEDEX : gather as much info as possible

o   Make sure to reply to claim in a timely manner.

o   If buyer is using a Freight Forwarding (FF) service, seller’s obligation ends once item is delivered to FF ( not to buyer )

Claim is fake/ unauthentic:

·         Seller provides buyer with prepaid label via Amazon’s messaging system and keep conversation professional and to a minimum

·         Seller professionally responds to AZ claim with facts without any emotional or angry references, hints, or accusation

·         Seller reports buyer by opening a case ( separate from AZ )

·         Seller only refunds upon receipt of item

·         If Amazon refunds from its own pocket, seller’s Order Defect Rate (ODR) will take a hit

·         Seller to expect seller performance to ask for proof of authenticity.

o   Invoices from authorized distributors or manufacturers are the only accepted documents for the most part.  for Lego this is close to impossible right now.

o   I recommend responding with whatever receipts you have rather than ignore it ( preferably online receipts )

o   Listing/account might get shut down so always have a plan B outside Amazon

o   Invoices and receipts are not the same thing

 

Item is defective:

·         Provide prepaid return label and follow processes outlined above

·         Seller pays shipping obviously

·         You can’t charge a restocking fee for defective item claim

 

Negative/neutral feedback:

·         While not an AZ claim, always open a case and try to get it removed. It cost you nothing to give it a shot.

·         If feedback removal is denied, respond in a clam and professional manner to the negative. Remember by leaving a reply you are targeting potential new buyers and not the feedback itself.

 

The following types of claims impact your ODR:
Claims that are pending
Claims for which you provided a refund after the claim was filed
Claims that were withdrawn after the claim was granted or after you provided the claim refund
Claims that were granted, including those that were funded by Amazon, with the exception of non-received claims on orders that were shipped with Marketplace Shipping Service (MSS)

The following types of claims don't impact ODR:
Claims that were denied
Claims that were withdrawn before the claim decision was made or before you provided a refund
Claims on orders that were shipped with MSS (US only) but not received

 

p.s: those are just my notes, experiences and observations. If I over looked something or misstated anything let me know

p.s.s: dont forget to tip

BA Enterprises LLC ( no tax anywhere ) 

 

 

4 minutes ago, LegoEdison said:

can you post the link?

I'll try to find it 

Another face palm A-Z case to report. 

I an Item sold FBM set $350 to a buyer.  Shipping label shows the recipient is different than buyer.  Alarms start going off.

I research recipient and they are indeed owners of the home where is was being sent.  Mind you they had quite a few payment issues in small claims court.

I contact Amazon to alert them to a potential problem (Different names of Buyer and Recipient).  While this does happen (drop shippers) I still felt nervous.

I use USPS Priority with delivery conf, insurance and signature required. Set gets there and is signed for.

Two days later I get a A-Z notice saying the set was fake.  This particular set and all I have within my inventory were purchased directly from Amazon.  Huh.

One of the (14) I bought was heavily damaged so I opened it to verify contents.  Yep All Lego in there.

I used BA's methodology (thank you) to put together a concise point by point list defending myself. 

I won the case and was not debited any amount.  Although I lost the amount of the return shipping.  However even after all the detail I gave they still refunded the buyer.  WTH!

Amazon is only perpetuating the problem by doing this.

4 minutes ago, brickelements said:

Although I lost the amount of the return shipping. 

i think you can cancel the label and get it refund. it takes some time (90 days?) but you will get it eventually if the scammer  buyer never use the label  

BTW, your case is 100% like my case even the same outcome. well done Amazon. 

Edited April 5, 20178 yr by LegoEdison

Make sure u report these scumbags folks . 

42 minutes ago, brickelements said:

Another face palm A-Z case to report. 

I an Item sold FBM set $350 to a buyer.  Shipping label shows the recipient is different than buyer.  Alarms start going off.

I research recipient and they are indeed owners of the home where is was being sent.  Mind you they had quite a few payment issues in small claims court.

I contact Amazon to alert them to a potential problem (Different names of Buyer and Recipient).  While this does happen (drop shippers) I still felt nervous.

I use USPS Priority with delivery conf, insurance and signature required. Set gets there and is signed for.

Two days later I get a A-Z notice saying the set was fake.  This particular set and all I have within my inventory were purchased directly from Amazon.  Huh.

One of the (14) I bought was heavily damaged so I opened it to verify contents.  Yep All Lego in there.

I used BA's methodology (thank you) to put together a concise point by point list defending myself. 

I won the case and was not debited any amount.  Although I lost the amount of the return shipping.  However even after all the detail I gave they still refunded the buyer.  WTH!

Amazon is only perpetuating the problem by doing this.

This will still ding your ODR metric.  Also, keep an eye out for an authenticity complaint on your account.  Only one of those and you are in serious jeopardy.  Two and you are most definitely toast.  

Stay safe out there, folks.  High priced LEGO items via FBM are a huge risk.  Scammers have the edge and Amazon isn't doing anything about it.

This will still ding your ODR metric.  Also, keep an eye out for an authenticity complaint on your account.  Only one of those and you are in serious jeopardy.  Two and you are most definitely toast.  
Stay safe out there, folks.  High priced LEGO items via FBM are a huge risk.  Scammers have the edge and Amazon isn't doing anything about it.

I almost feel as though we should place a big red warning banner at the top of the forum.

7 minutes ago, exciter1 said:

I almost feel as though we should place a big red warning banner at the top of the forum.

 

Not sure if this is the right thread so mods please redirect if not.  I'm a new seller on amazon (8 months or so) and buyer just left me negative feedback for a product I did not sell him.  Sold a dimensions pack and he left me negative feedback for an Ipad product.  I contacted the buyer explaining this and asked buyer politely to remove the negative feedback.  Anything else I can do at this point? Am I doomed?

5 minutes ago, LegoBro said:

Not sure if this is the right thread so mods please redirect if not.  I'm a new seller on amazon (8 months or so) and buyer just left me negative feedback for a product I did not sell him.  Sold a dimensions pack and he left me negative feedback for an Ipad product.  I contacted the buyer explaining this and asked buyer politely to remove the negative feedback.  Anything else I can do at this point? Am I doomed?

Open a case and support should remove the feedback.

Thanks..will do.

Well, had my first suspicious buyer from Amazon... The guy bought a set worth around 350 from me.. . I packaged it perfectly, with bubble wrap, the whole 9 yards ... the lego box was perfect.  SO he was getting what he paid for.

What is odd, is that about a few hours after he purchases it, and I just purchased shipping (through amazon USPS priority) he sends me a note a half hour later saying "I need this now, ship faster".. I told him he'll get it priority and in 2 to 3 days. 

Well, the first attempt at delivery he wasn't there, so they did it the next day, and then the next day the item is delivered.  He files a claim about 20 minutes after delivery saying "I didn't receive the item, and that the tracking is wrong".. I rejected the claim and filed a report, and Amazon reps reviewed it, and ended up reimbursing him, but they let me keep the money too.  

I've had numerous drop shippers of late too, and all the time they are from either California, NY, Florida, etc.  Luckily none of those have come back, but this is the first time this has happened to me in 3+ years on amazon.  Not sure what to think about it.  

DO you think Amazon looks further into these situations?  I mean, seriously all it takes is a call to that post office, and dig up the item from their scanners, and i'm sure this guy could be seen as committing mail fraud which is a federal offense.  Maybe that is happening, and I don't know about it.

I believe the USPS scanners have a GPS location that is part of the device, so if there is fraud, they can track that easily.  

Here is the note I recieved from amazon:

----

Hello,

We have granted the claim for this order and issued a refund to the buyer:

-- Order Number: $*$*%**$(W((W*(*# (kept private to protect me)
-- Date of Claim: May 24, 2017

We have found no reason to believe that you are responsible for this claim. We have issued a refund to the buyer, but we will not debit your account for that refund.

Please consider this transaction closed.


Best regards,
Amazon.com A-to-z Guarantee Program

they won't do anything , you should file a claim with your courier for fraud, also get ready for an ODR hit 

3 minutes ago, Bold-Arrow said:

they won't do anything , you should file a claim with your courier for fraud, also get ready for an ODR hit 

My metrics haven't changed as of the moment...  and my account went down to 0.00, but it was restored to the original balance about an hour ago.  So, not sure what to think.  Amazon stated in their email "they found no reason to believe i'm responsible for the claim".  Plus, I used their services...

Personally, I have about a year to go selling out my stock, and then ill run about a year on fumes before I end this silly lego reselling game... so I don't want to lose my status on amazon, but if fraudulent buyers are getting away with scams like this, I think amazon needs to fix this ASAP.

Edited May 24, 20178 yr by fossilrock

Just now, fossilrock said:

My metrics haven't changed as of the moment...  and my account went down to 0.00, but it was restored to the original balance about an hour ago.  So, not sure what to think.  Amazon stated in their email "they found no reason to believe i'm responsible for the claim".  Plus, I used their services...

unless the AZ claim was denied or retracted you will get a ding. i will take 3-5 days for it to show up, just a heads up 

5 minutes ago, Bold-Arrow said:

unless the AZ claim was denied or retracted you will get a ding. i will take 3-5 days for it to show up, just a heads up 

As long as I can continue to sell my stock out, I'm not too concerned at the moment.  But I do think i'll file a fraud claim with my local postal service.

 

 

I had my first AZ claim today. I think I've been fairly lucky until now. It was going to happen eventually. This was FBM. The buyer opened the case as item not described but is saying in the comments that they did not receive it. Tracking shows it was delivered. Shipping label was purchased through Amazon shipping services. No signature confirmation. I am assuming that they opened the case as item not described because the system would not let them open one as item not received because it's too early. Not sure how to respond to the claim since the reason for the claim does not match their comments.  I know I need to quote the shipping policy about labels purchased through Amazon but do I need to say anything else since the reason for the claim is item not described?  Any help would be appreciated. 

23 minutes ago, jbacunn said:

I had my first AZ claim today. I think I've been fairly lucky until now. It was going to happen eventually. This was FBM. The buyer opened the case as item not described but is saying in the comments that they did not receive it. Tracking shows it was delivered. Shipping label was purchased through Amazon shipping services. No signature confirmation. I am assuming that they opened the case as item not described because the system would not let them open one as item not received because it's too early. Not sure how to respond to the claim since the reason for the claim does not match their comments.  I know I need to quote the shipping policy about labels purchased through Amazon but do I need to say anything else since the reason for the claim is item not described?  Any help would be appreciated. 

How expensive was the item? I think someone else posted about this same scenario a few days ago.

How expensive was the item? I think someone else posted about this same scenario a few days ago.

Around $300.