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

Bold-Arrow · 2017-02-21T15:51:19.000Z

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 )