Amazon announced an update to simplify the A-to-z Guarantee Claims experience for sellers and will help protect their Order Defect Rate (ODR).
What is the update?
From May 24th 2021, Amazon will automatically verify customer claims and offer refunds on sellers’ behalf, for specific scenarios where Amazon can verify package delivery using the tracking information provided during order confirmation.
How will this update improve my A-to-z Guarantee Claims experience?
Currently, you must respond to customer messages about delivery issues within 48 hours, review the issue, verify tracking, and refund the order amount to the customer (if eligible). If you do not respond in 48 hours, the customer is more likely to file an A-to-z Guarantee Claim, which may result in an account debit that would negatively impact your account health or ODR. The automatic verification update will reduce the time and effort it takes to verify a valid claim. If the tracking information entered in Seller Central demonstrates that the customer claim is valid, we will issue a refund. We will carefully review all tracking information to protect you from unjustified claims.
Amazon also provided some examples of buyer A-to-z Guarantee Claims that can be automatically verified using proof of delivery. This includes when tracking shows that the package is refused and returned to the seller.
If a customer refuses a package on delivery, and we receive tracking information indicating that the package is returning to you, we will automatically refund the buyer and debit your account for the claim amount. It does not impact your account health or Order Defect Rate.
However, if the seller disagrees with the decision they have 30 days to submit an appeal.The important point to be noted here is that the seller needs to provide the proof for re-investigation of the claim.
Sellers have reacted poorly to this announcement and have expressed their distaste. You can check the whole update and the reactions here. Let us know what you think of this update.
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