AZ claim is a protection policy implemented by Amazon for all customers who purchase goods on the Amazon platform. It is a safeguard to ensure that third-party sellers provide quality services. If a customer is not satisfied with the goods or services sold by a third-party seller, the customer can initiate an Amazon Marketplace Transaction Guarantee claim to protect his own interests. In the eyes of sellers, AZ claim issues are more serious than general return and exchange issues. Once an AZ claim is established, it will directly affect the order defect rate (ODR) and perfect order (POP) scores in the seller’s performance indicators, which will have a great negative impact on the seller. The seller may even have his account reviewed, frozen, or even closed because of several AZ claims.
Generally speaking, there are several reasons why sellers receive AZ claims.
① There are problems with the quality of the goods: After receiving the goods, the customer finds that it is inconsistent with the situation displayed on the product details page, or finds that the goods are damaged or defective when they receive them.
② The goods received are inconsistent with the purchased goods: The seller carelessly sends the wrong goods or packs the wrong goods, resulting in the customer receiving the goods and finding that the goods they received are not the ones they purchased.
③ Product delivery issues.
The seller has arranged to deliver the order, but the customer has not received the order package.
The tracking information (such as the courier number) provided by the seller for tracking the order indicates that the product is expected to arrive at a certain time, but it is not actually delivered within the agreed time.
The product has been delivered and the tracking information shows that it has been delivered, but the customer has not received the product.
The customer requested a return or exchange, but the seller disagreed: the customer bought the wrong product for his own reasons, or did not want it anymore, and requested a return or exchange, but the seller did not agree to the customer’s request for his own considerations.
The return was successful but no refund was received: the seller agreed to the customer’s request for return and refund, and the customer returned the product, but the customer did not receive a refund from the seller.
Note
Amazon has put forward new requirements for the seller’s response period for AZ claims. The deadline for sellers to respond to AZ claims has been reduced from 7 days to 3 days, that is, sellers must respond to AZ claims within 3 days.