Seller Performance; Optimize account health
Transcription
The second measurement Amazon uses to measure a defect is through Amazon’s A two Z guaranteed claims. Amazon’s A two Z guarantee covers the timely delivery and sellable condition of an item. In essence, Amazon provides a promise to its customer. That all products that are purchased through their marketplace will arrive in the condition as it was described and delivered in the specified timeframe.
show moreSo if a customer does not receive their product on time, or it arrives in an unsatisfactory condition, they can file a claim against you as the seller. This guarantee is designed to protect the customer and keep sellers performing at a high customer service. A customer who files a complaint may be eligible for a refund under the following conditions.
The first is the customer has not received your package and three days have passed since the maximum estimated delivery time, or the tracking shows a delivery confirmation, whichever is sooner. The second is the customer received an order that is different than expected and has requested a return with you.
And third, the customer returned your item with a trackable shipping method and you have not issued a refund. There are some important considerations to note as a first course of action. Amazon may require the customer to first contact you. The customer will have to wait up to 48 hours before they are eligible to request a refund.
Additionally, a customer has up to 90 days after the maximum estimated delivery date to request a refund under the A to Z guarantee and the A to Z guarantee does not cover digital items. Payments for services, stored value instruments. And lastly, if the customer files a chargeback with their payment provider or bank, they will not be eligible for a refund under the A to Z guarantee.
It’s also important to note that this guarantee applies only to purchases made on the amazon.com website from third party sellers. So how is the A to Z claim rate measured? First, it’s represented as a percentage and is calculated by the number of orders with a relevant claim divided by the number of orders in a given 60 day time period.
The following types of claims impact your order defect rate. The first are claims that are granted and debited from your account. The second are claims for which you refunded the customer after the claim was filed. The third are claims where you or Amazon canceled the order, and the fourth are claims that are pending a decision, but not all claims will impact your order defect rate and include claims that are granted and paid for by Amazon.
Also, there are claims that are denied to the customer. And lastly, claims withdrawn by the customer. If you file an appeal against a claim and win, this claim will be removed from your order defect rate without any negative impact.