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Can i Contest an Amazon A-to-Z Guarantee Decision

Solitude
Posts: 90 Forumite

Hi All
I posted this somewhere else but thought
it might be best if i created my own thread instead of gatecrashing someone elses.
I 'm looking for advice from experienced
Amazon Sellers regarding a decison they have made in relation to a A-to-z Guarantee Claim.
I sent an item to a customer in Greece.
The address they gave me was wrong
as they put one address on their order and when i was trying to find out why they hadn't received the order as they claimed,the customer reconfirmed the address the parcel should have been sent to and it wasn't the same address.
I am fairly new to Amazon so was sending
things out by royal mail first class post
and getting a certificate of posting
( this experience has taught me that Amazon dosen't regard this as relevant
so now i send everything out recorded delivery,signature required)
I was told that i still had to take responsibility for it not arriving despite me forwarding all the communications to Amazon confirming that the address the customer gave me was wrong and this was why it hadn't arrived.
When i called Amazon to ask how i could be held responsible for a customer mistake,the man that took my call told me i shouldn't as they gave the wrong address and i wasn't liable.
Further to this he said he would email the particular department himself
and make further representation on my behalf
( although i had provided them with all the relevant information)
I didn't hear anything for a few days and the Amazon man said he had spoken
to someone in the relevant department and i should expect good news.
The amount the customer was claiming back was held in reserve while the matter was pending.
I have now received an email from the department concerned saying that i
am liable and the customer has been refunded.
I'm very confused.
How can i be responsible if a customer puts the wrong address on their order form.
I can't see how they can justify charging me for this order
( and it is a 50.00 order) when the address was wrong.
Can i take this further eg contest their decision etc.
Any help,guidance/advice from experienced amazon marketplace sellers
would be really really appreciated.
Many many thanks Everyone
[EMAIL="abuse@moneysavingexpert.com?subject=Reporting post http://forums.moneysavingexpert.com/showpost.html?p=22964935"]
[/EMAIL]
I posted this somewhere else but thought
it might be best if i created my own thread instead of gatecrashing someone elses.
I 'm looking for advice from experienced
Amazon Sellers regarding a decison they have made in relation to a A-to-z Guarantee Claim.
I sent an item to a customer in Greece.
The address they gave me was wrong
as they put one address on their order and when i was trying to find out why they hadn't received the order as they claimed,the customer reconfirmed the address the parcel should have been sent to and it wasn't the same address.
I am fairly new to Amazon so was sending
things out by royal mail first class post
and getting a certificate of posting
( this experience has taught me that Amazon dosen't regard this as relevant
so now i send everything out recorded delivery,signature required)
I was told that i still had to take responsibility for it not arriving despite me forwarding all the communications to Amazon confirming that the address the customer gave me was wrong and this was why it hadn't arrived.
When i called Amazon to ask how i could be held responsible for a customer mistake,the man that took my call told me i shouldn't as they gave the wrong address and i wasn't liable.
Further to this he said he would email the particular department himself
and make further representation on my behalf
( although i had provided them with all the relevant information)
I didn't hear anything for a few days and the Amazon man said he had spoken
to someone in the relevant department and i should expect good news.
The amount the customer was claiming back was held in reserve while the matter was pending.
I have now received an email from the department concerned saying that i
am liable and the customer has been refunded.
I'm very confused.
How can i be responsible if a customer puts the wrong address on their order form.
I can't see how they can justify charging me for this order
( and it is a 50.00 order) when the address was wrong.
Can i take this further eg contest their decision etc.
Any help,guidance/advice from experienced amazon marketplace sellers
would be really really appreciated.
Many many thanks Everyone



0
Comments
-
Your problem is the item is not tracked that fact alone will probably overide the fact that the address was incorrect. I would argue your point with Amazon but be prepared to write it off as just a bad experience.0
-
If you have questions about why your account was debited, contact Amazon.co.uk directly with your concerns. The best way to contact the appropriate department is to respond to the e-mail message sent to you which notified you that the claim was debited from your seller account or to use the Contact Us e-mail form. Please include the order number for the transaction.
But I doubt you've any real chance of getting amazon to reverse the decision. What's more, as the amount has been refunded, amazon have no way of getting the money from the buyer (unless the buyer willingly pays again)
You''ll need to take legal action against the buyer if you really think you are in the right. The problem will then be enforcing judgement even if you do win a court case."Now to trolling as a concept. .... Personally, I've always found it a little sad that people choose to spend such a large proportion of their lives in this way but they do, and we have to deal with it." - MSE Forum Manager 6th July 20100
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