Amazon announced Monday it was simplifying the A-to-z Guarantee Claims experience and said it would help protect sellers' Order Defect Rate (ODR). But many sellers reacted to the news in the comments underneath the announcement - and they they expressed skepticism and displeasure.
Beginning May 24, 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 provided some examples of Buyer A-to-z Guarantee Claims that can be automatically verified using proof of delivery, including when tracking shows a 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 impacts your account health or ODR."
Sellers will have 30 calendar days to submit an appeal, and, it noted: "You need to provide proof for us to re-investigate the claim, for example, proof that your product was delivered to the customer."
You can view the full announcement and read sellers' concerns on this page
on Amazon Seller Central - let us know if you agree with those concerns.