Every once and awhile, we'll get a customer who feels they have been wronged, even if they weren't necessarily. These have a huge effect on our Seller Metrics, which determine whether we can continue to sell on Amazon or not. Amazon is a very large account for us, so it is extremely important that we follow their guidelines.
These responses need to be very well thought out, in order to increase our chances of Amazon siding with us. Amazon says the following:
You have 7 days to respond to claim notifications on pending claims, and if you don't not respond within that timeframe of the filing date of a claim, Amazon will grant the buyer’s claim and the full amount of the claim will be deducted from your seller account in accordance with your seller agreement.
Filing an appeal is a grueling process, and differs from case to case. It is important to have all your information ready before you respond, such as tracking number, delivery date, order date, any messages between you and the seller that you can reference, etc. Amazon provides a guideline of how you should write these claims, and it is typically the best way to write out your appeal.
These responses need to be very well thought out, in order to increase our chances of Amazon siding with us. Amazon says the following:
You have 7 days to respond to claim notifications on pending claims, and if you don't not respond within that timeframe of the filing date of a claim, Amazon will grant the buyer’s claim and the full amount of the claim will be deducted from your seller account in accordance with your seller agreement.
Filing an appeal is a grueling process, and differs from case to case. It is important to have all your information ready before you respond, such as tracking number, delivery date, order date, any messages between you and the seller that you can reference, etc. Amazon provides a guideline of how you should write these claims, and it is typically the best way to write out your appeal.