They believe the retailer is trying to scam them, or have not properly described the goods. These are inexperienced customers who believe that they have been wronged. You do not want Amazon to think you are selling fake goods. At best, you may be able to word your reply so that Amazon pays the refund and not you. Realize that experienced scammers can twist the situation to ensure they keep the goods and also get their money back. Try to get the customer to accept a discount to keep the goods. A seller’s objective should be to minimize her loss. There’s no way of distinguishing them from unhappy (but honest) customers. Unfortunately there will always be customers who know how to play the system and effectively steal from you. Lack of a timely response ensures you lose the A-Z claim - and very likely the goods and the money.ĭishonest customer. It is a seller’s fault if he does not respond timely, in the period that Amazon requires. Sellers should monitor their emails and the seller account screen. When a seller receives an A-Z claim, he is notified by email and the claim is highlighted on his seller account home screen. if the product is different from what was described or has a material defect, the seller is obliged to pay the return postage as well. A-Z claims will arise if a retailer tries to avoid these obligations. In all instances, if the customer returns the product, the retailer has to refund the customer in full.
If something is wrong, it is up to the retailer to fix it. Some commenters’ A-Z claims came about due to being inexperienced retailers who do not understand their obligations. I’ll offer suggestions and remedies for those claims based on my extended experience of selling on Amazon. In this article, I’ll review the primary reasons for receiving a claim, as described in comments to my earlier post. In all cases, it is better for sellers to spot the potential for an A-Z claim and prevent it from happening.
Sellers on the Amazon marketplace are subject to claims from buyers and from Amazon if those buyers view the products that they purchased as having arrived in an unexpected condition, or did not arrive timely. But in light of some of the comments, it is worth revisiting the subject.įor readers that are not familiar, “A-Z claim” refers to Amazon’s “ A-to-z Guarantee.” It reads, in part, “The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.” There are still readers who are commenting on “ The dreaded Amazon A-Z claim,” my post from May 2013.
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