The results of Amazon A-to-Z claims are generally as follows:
① The buyer voluntarily withdraws the A-to-Z claim
If the buyer initiates an A-to-Z claim (including claims caused by the buyer), and after communication between the two parties, the buyer is willing to directly close the A-to-Z claim, there is no need for Amazon to intervene in arbitration.
If the buyer actively withdraws the claim within 7 days of initiating the claim, it will not be counted in the seller’s ODR. If the buyer actively withdraws the claim after more than 7 days, the claim will still be counted in the seller’s ODR. Therefore, it is best for the seller to remind the buyer to close the A-to-Z claim within 7 days.
② The buyer is unwilling to withdraw the A-to-Z claim, and the seller appeals
The processing time for A-to-Z claims is 7 days. After the buyer initiates an A-to-Z claim, if the seller contacts the buyer many times but the buyer does not respond or the buyer’s request is something that the seller cannot meet, and the two parties cannot coordinate, then the seller can collect information that is beneficial to him and then submit a complaint letter to Amazon for appeal.
About appeal letters and appeal process
In the appeal letter, the seller should provide Amazon with useful appeal information, such as order details, delivery or signature confirmation details, shipment tracking information, communication records with buyers, information about partial refunds or discounts previously issued, and any other information that can support their views.
After drafting the content of the appeal letter, the seller opens the claim notification email sent by Amazon, clicks “Represent to Amazon”, and then provides the information he has collected to allow Amazon to intervene in arbitration.
The probability of a seller’s appeal being successful
Amazon respects customers and favors buyers in many policies, including claims. Despite this, sellers still need to appeal with care. Although the appeal may not necessarily win, there is at least a chance to win.
Regarding the results of A-to-Z claim appeals, there are generally two types.
After appeal, the buyer wins
If the seller carefully prepares the materials for the appeal, but still fails to appeal, this result is likely to be a problem with the seller itself, then this A-to-Z claim will be counted into the seller’s ODR.
After appeal, the seller wins
If the buyer is unreasonable and malicious, and the seller has sufficient evidence to prove it, then Amazon will definitely support the seller. If the seller wins the case, the A-to-Z claim will not be included in the seller’s ODR.
③Amazon compensation
After the buyer initiates an A-to-Z claim, Amazon will sometimes directly compensate the buyer after investigation, or if it is determined that it is not the seller’s fault, it will also compensate the buyer depending on the situation. However, if the buyer claims against Amazon due to the seller’s reasons, Amazon will directly refund the buyer. The claim amount will be deducted from the seller’s account later, and this amount will be shown in the seller’s deduction record.