Amazon reduce the time for A-to Z claims from 7 to 3 days

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West Sussex United Kingdom
Charlie McBroom
Kudos: 93
Joined: Sep 1, 2014
Amazon reduce the time for A-to Z claims from 7 to 3 days
25 Oct 2016
Hi guys,

From November, Amazon will be decreasing the response times of an A to Z claim from 7 calendar days to 3 calendar days.

Though this may seem quite daunting, especially in Q4 with both Christmas and Black Friday, they have stated that they will be promoting further contact from buyer to seller which will help reduce the A to Z claims.

How does this affect you? I know several of my clients already have systems in place, but what do you use? And what are your thoughts?
All the best,
Charlie McBroom

Fitted Commerce - Ecommerce Agency and Linnworks Specialists
Kolkata, India India
OBVA Virtual assistants
Kudos: 102
Joined: Aug 25, 2016
Re: Amazon reduce the time for A-to Z claims from 7 to 3 day
3 Nov 2016
Amazon always favors buyers. Read in a ecommerce blog that a sellers was not even given a chance to represent the case due to amazon's recent technical glitch. Even if we contact Amazon, we never get any convincing reply from them. This 3 days time reduction is really a daunting news to sellers.
Nottingham United Kingdom
Bigian13
Kudos: 2,251
Joined: Feb 21, 2014
Re: Amazon reduce the time for A-to Z claims from 7 to 3 day
4 Nov 2016
@Charlie McBroom

To be honest this will not affect us very much at all. 99.9% of our Amazon sales are now FBA rather than FBM.

If you have fulfilled all of your obligations with Amazon then an A to Z claim is unlikely. On the two occasions that we have had an A to Z filed against us, these conditions were not met, we appealed and won (if that can be classed as a victory).
E-commerce , love it or hate it, that's why we are here
Nottingham United Kingdom
Bigian13
Kudos: 2,251
Joined: Feb 21, 2014
Re: Amazon reduce the time for A-to Z claims from 7 to 3 day
4 Nov 2016
@OBVA Virtual assistants

Based on a number of Amazon sellers that I deal with / know, their biggest problems are caused by not dealing with customer messages over the weekend, and not providing tracking numbers to provide POD.

Amazon, eBay and any other selling channel will always favour the buyer. Without the buyer their will be no sales. Sellers will come and go. From 'bedroom sellers' to big corporates they 'need' to sell items (to make money and stay in business). Buyers 'want' to buy items (and can always look at an alternative). A big difference.

You do have to bend over backwards to keep selling on certain channels as their reputation is at risk, and we are talking billions !!
E-commerce , love it or hate it, that's why we are here
Supplier
West Sussex United Kingdom
Charlie McBroom
Kudos: 93
Joined: Sep 1, 2014
Re: Amazon reduce the time for A-to Z claims from 7 to 3 day
5 Nov 2016
Some really good feedback so far, I know most of my clients either have weekend customer service or software that at least handles a response during the weekend periods.

In my opinion (and based on quite a lot of experience & clients) ecommerce is going the way of the same day service - this includes delivery, customer services, returns etc...

What are you opinions/predictions for the future? How do you see your Business adapting? Or are you feeling stuck between a rock and a hard place and need some advice?

Comments below
All the best,
Charlie McBroom

Fitted Commerce - Ecommerce Agency and Linnworks Specialists
Midlothian, VA United States
Jax Music Supply
Kudos: 2,361
Joined: May 25, 2009
Re: Amazon reduce the time for A-to Z claims from 7 to 3 day
6 Nov 2016
Not a big deal for me. Most of the time the A to Z guarantee are from pople who are not reasonable - they file without writing. We respond fast enough to the A to Z that it isn't an issue.

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