A-Z claims can be extremely frustrating for Amazon Sellers, as they are usually auto-generating refunds without any input from the seller or option to present his side.
Justified non-receipt complaints where the parcel was genuinely lost or delayed are rare. Frequently, buyers will claim non-receipt, despite the order’s tracking information clearly shows delivery to their address.
In this article, I will help you with handling A-Z claims, where the parcel was not received due to the following reasons:
- Being refused by the addressee.
- Delivery address provided by the buyer was incorrect or incomplete.
- Buyer was unavailable for delivery and did not arrange a new delivery attempt or collect the parcel from the post office.
In cases like this, Amazon will still keep the buyer reimbursed (or may cover the claim as Amazon Funded), but most importantly – the defect will disappear from your metrics!
Here is my recommended A-Z claim template:
| Hello, I would like to appeal this incorrect non-receipt claim. The order was shipped with tracking number (insert tracking number) by carrier (insert carrier name) on (insert date). It can be tracked on the following link: (insert tracking link) . The order was attempted to be delivered to the buyer’s address on (insert date), therefore it arrived by its Estimated Delivery Date of (insert date). However, the delivery address provided by the buyer was incorrect and the carrier contacted him for updated address and to arrange redelivery or collection. The buyer never collected the package and did not arrange a new delivery to updated address. The package started being returned on (insert date) and I still did not receive it back. I would have refunded the buyer as soon as I received it returned. Please remove the defect associated with this claim from my metrics since there was no fault on my side and my Seller Account is at risk of deactivation due to this order. Thank you |
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