Seller Performance; Optimize account health
Transcription
We learned earlier in this course that Amazon’s A to Z guarantee has been put in place to protect customers from receiving items not as described on detail page listings, and arriving later that anticipated. Dissatisfied customers can potentially file a claim against you for a refund. So how do you know if a claim gets filed and what recourse do you have to protect your brand when you first log into Seller Central?
show moreWithin the performance widget, the number of claims will appear here. You can click on this link or go to performance on the top navigation and go to A to Z guarantee claims to be brought to a page where you can manage the claims. There are four tabs to help you navigate through your claims. The first is action required, then under review.
Next, this option to appeal ,and last is all. If you know the order number against a claim that has been filed, you can input it here. We’ll review the action required tab during Amazon’s investigation into the claim. If they determine that additional information is required during their claim investigation, you will receive an email.
You must respond within three calendar days of receiving the email. If you do not respond to a claim notification within three days, Amazon will automatically grant the claim in favor of the customer and debit your account for the claim amount. So it’s really important to be responsive as soon as you receive notification or see that a claim has been filed against you.
To respond to a claim notification, you can do it directly from under the action required default tab. The claim would appear here that needs your attention. An option appears next to the claim that allows you to select, respond to Amazon. You’ll be prompted to enter your comments in the text box and include any information that is pertinent to the claim situation.
Next, click submit. If an A to Z guarantee claim has been granted to the customer, the amount will be debited from your Amazon account. However, if you do disagree with the decision, you can file an appeal, but you must do so within 30 days, and you must have new information to further the investigation. To appeal a claim.
You’ll see on the right side an appeal tab. Click on the tab and locate the claim. You will like to file an appeal against select appeal decision. You’ll be prompted to enter your comments in the text box and include any new information or supporting material that is important to the claim situation and will aid in reversing their decision.
After all the information has been inputued select submit. Once again, if more information is required by Amazon to continue the investigation, you will receive an email notification and similar to before you must respond within three calendar days.