BA Guide to AZ Claims : A Stone-age Guide for the Rest of Us

[Bold-Arrow]

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 ) 

 

 

[Lego_Monsters]

Just lost an A-Z claim on a Item not Delivered claim even though the tracking shows delivered. No signature, Amazon refunded them and debited my account. 

Purchased Fedex label and USPS delivered it, what can I do at this point?

[Bold-Arrow]

3 hours ago, Lego_Monsters said:

Just lost an A-Z claim on a Item not Delivered claim even though the tracking shows delivered. No signature, Amazon refunded them and debited my account. 

Purchased Fedex label and USPS delivered it, what can I do at this point?

I'm assuming you purchased the shipping outside Amazon ? Call the local post office and see if they can give you with  more information and depending on what they provide you with you can decide if you want to appeal the decision . Chances are pretty slim but u never know . If it is an inexpensive item u can chalk it up as a learning experience and move on . 

[Val-E]

Which composer should we maintain? Mozart or Wagner?

 

[TANV]

48 minutes ago, Bold-Arrow said:

I'm assuming you purchased the shipping outside Amazon ? Call the local post office and see if they can give you with  more information and depending on what they provide you with you can decide if you want to appeal the decision . Chances are pretty slim but u never know . If it is an inexpensive item u can chalk it up as a learning experience and move on . 

If the local Post Office gets you nowhere @Lego_Monsters, then I would strongly recommend contacting the local Consumer Affairs office for USPS. They're the ones who can track down information for you as well as give you evidence and paperwork of to whom and how your package was delivered.

Here's the link to get you started.

[Lego_Monsters]

1 hour ago, Bold-Arrow said:

I'm assuming you purchased the shipping outside Amazon ? Call the local post office and see if they can give you with  more information and depending on what they provide you with you can decide if you want to appeal the decision . Chances are pretty slim but u never know . If it is an inexpensive item u can chalk it up as a learning experience and move on . 

Purchased the label from ebay after fedex smartpost. (Never again). 

 

$260 Tower of Orc, and $26 in shipping cost.

[Voltron]

2 hours ago, Lego_Monsters said:

Purchased the label from ebay after fedex smartpost. (Never again). 

 

$260 Tower of Orc, and $26 in shipping cost.

This practice of using eBay postage discounts to ship amazon products should be in the ethics thread.

[Jackson]

Are FedEx SmartPost labels purchase-able anywhere besides eBay?

[BrickLegacy]

Are FedEx SmartPost labels purchase-able anywhere besides eBay?

I think certain high volume business accounts are eligible. There isn't a service out there you can purchase smartpost shipping from outside of eBay, at least not one I'm aware of.

I wouldn't recommend using that type of service for Amazon FBM. Too much risk for slow/late shipments.

[exciter1]

So, just thinking, with the FBM scams going around recently, why wouldn't Amazon require a return and verification before refunding the buyer?

[Bold-Arrow]

9 hours ago, exciter1 said:

So, just thinking, with the FBM scams going around recently, why wouldn't Amazon require a return and verification before refunding the buyer?

something fishy. i am wondering if buyer claims they tossed it out since it was fake and "unsafe" ... maybe someone here ????

[exciter1]

4 minutes ago, Bold-Arrow said:

something fishy. i am wondering if buyer claims they tossed it out since it was fake and "unsafe" ... maybe someone here ???

Not sure, unless you're being facetious.  I just hadn't heard of anyone with one of these A-Zs actually getting a return before Amazon does the refund dance.

[tyclin]

I feel this should be in its own topic instead of in "selling Lego on Amazon". Maybe we have had similar experience or we have done this before to each other? I have not gone to this extent. Even I was picky before, I thought the "new in Factory sealed box" was the "Bible"; this buyer went further with "rolling sound" suspicious for broken bags inside the sealed box.

I recently did not have too good luck selling Lego on Amazon.

Following the two claims stating the item not received but both tracking information showing delivered. Now, another buyer received Lego 10234, stating that the buyer heard there was "rolling sound" in the box concerning the bags "broke" and loose bricks coming out inside the box, the buyer also further raised the concern that the seals were tempered with (the set was purchased from Lego store, specifically selected for good condition box). 

The buyer stated that he or she is also a collector/reseller and it would be a big problem that the bags break inside (based on the "rolling sound" because the buyer compared this set with other collections, other sets DO NOT make that sound). The buyer stated that it is not "custom friendly" that I don't refund or partial refund if the buyer finds the bags break and wants to return because the buyer thinks about opening the seal to check inside. The buyer also suggests an option that I send the replacement set without "rolling sound" at my own expense and the buyer returns the set at my own expense.

Good thing is the buyer seems very willing to communicate. But what would you do in this situation?

PS: I just started communicating with the buyer in "I think" professional way but would like to hear your opinions.

Edited February 24, 2017 by jaisonline
thread title changed

[jaisonline]

 

what sets are in question?  Lego 10234 SoH contain plates not in bags.  What are the other sets? 

[Guest TabbyBoy]

Sorry, I have 2 stupid questions...

What does BA mean?

What does AZ mean? (Generic Amazon or a certain department of Amazon?)

I'm only asking as there's so many confusing abbreviations on here these days ;-)

11 hours ago, Bold-Arrow said:

facetious .. no idea why amazon would refund without a return. time to hit google . 

The only word that contains all 5 vowels only and in alphabetical order.

Edited February 24, 2017 by TabbyBoy

[KShine]

10 minutes ago, TabbyBoy said:

Sorry, I have 2 stupid questions...

What does BA mean?

What does AZ mean? (Generic Amazon or a certain department of Amazon?)

I'm only asking as there's so many confusing abbreviations on here these days ;-)

The only word that contains all 5 vowels only and in alphabetical order.

BA

[Phil B]

1 hour ago, TabbyBoy said:

Sorry, I have 2 stupid questions...

What does BA mean?

What does AZ mean? (Generic Amazon or a certain department of Amazon?)

I'm only asking as there's so many confusing abbreviations on here these days ;-)

The only word that contains all 5 vowels only and in alphabetical order.

AZ

[Guest TabbyBoy]

Thanks so much, guys - I know I could count on y'all so, Alitalia and British Airways it is then!

LOL - you lot have Trump, we dont ;-)

[Phil B]

5 minutes ago, TabbyBoy said:

Thanks so much, guys - I know I could count on y'all so, Alitalia and British Airways it is then!

LOL - you lot have Trump, we dont ;-)

Ok - so you posed a serious question. Here are your answers: BA = Mr. Bold Arrow himself. AZ = Amazon's A-Z claim system.

[Guest TabbyBoy]

4 minutes ago, Phil B said:

Ok - so you posed a serious question. Here are your answers: BA = Mr. Bold Arrow himself. AZ = Amazon's A-Z claim system.

Finally - thank you!

Thanks for all your comments as I was going to try selling my bike bits on Amazon but, I don't think I'll bother now after reading all the horror stories. Isn't there anywhere without nasty crooked buyers these days?

[Miami Bomb Squad]

To All Amazon sellers, Keep this in mind before you list anything.
Amazon won the #1 spot for Corporate Reputation on the Harris Poll.

BA. You may want to list this as part of your A-Z Bible.

[Bold-Arrow]

I am not discouraging anyone from selling on Amazon , obv there is money to be made otherwise no one here would be selling on that platform ( sell thread would be a good reference ) . 

Folks also need to be aware of the risks and how to handle them especially with the lastest round of scam and how it affects their business now and probably down the road .

im just calling  your baby ugly in this thread  

[labfreak7]

I wouldn't say that all of the buyers are crooked. Problem is that Amazon makes it painfully easy to exploit the system. It's like they encourage it.

[Bold-Arrow]

15 minutes ago, labfreak7 said:

I wouldn't say that all of the buyers are crooked. Problem is that Amazon makes it painfully easy to exploit the system. It's like they encourage it.

most buyers are honest and you never here from again. 

[Bold-Arrow]

There was an interesting thread thatI read on the seller forum the other day : 

Seller received an order for an expensive item that ended up shipping to a person whose name is different than the buyer ( most likely a dropshipper ) . Seller made the mistake of not getting signature confirmation and buyer end of opening an INR AZ claim . 

Seller was able to track the person to whom the item was shipped to and confirmed receipt and presented a written statement from said person to Amazon in his reply to the claim .

Amazon still sided with the scammer and refunded from seller's pocket 

what a mess