Amazon will automatically verify claims and provide refunds on behalf of sellers

Recently, Amazon UK announced that from December 1, 2021 , for package deliveries with tracking information verification , Amazon will automatically verify customer claims and provide refunds on behalf of sellers .

Currently, sellers are required to respond to buyers' messages about delivery issues within 48 hours , review the issues , and verify tracking information. If eligible, sellers are also required to refund the order amount to the buyer. If the seller fails to respond to the message within 48 hours, the seller may file an Amazon Marketplace Transaction Guarantee claim. This may result in the seller's account being deducted and have a negative impact on the seller's account status or order defect rate.

Amazon said the update will simplify the TradeGuarantee claims experience for both buyers and sellers , reducing the time and effort required to make a valid claim. Amazon will process a refund if the tracking information entered in the Seller Central indicates that the customer’s claim is valid .

Amazon emphasized that it will use logistics tracking information to verify claims to reduce the risk of unreasonable claims. The specific automatic verification operations are divided into three situations.

The first situation is when the tracking information shows that the package was refused and returned to the seller. If the buyer refuses to accept the package upon delivery and the tracking information shows that the package has been returned, Amazon will automatically refund the buyer and deduct the claim amount from the seller's account .

In addition, if the tracking information indicates that the package cannot be delivered, Amazon will automatically deduct the seller's payment and compensate the buyer.

None of the above actions will affect the seller 's account health or order defect rate.

Automatically verifying a claim can also be triggered if tracking information shows that the item was not shipped by the estimated ship date, or if the item was not confirmed in Seller Central . This can affect a seller’s account health or order defect rate.

It is important to note that in these cases, buyers can file and receive an Amazon Marketplace Guarantee claim without contacting the seller. If the buyer's claim cannot be verified through tracking information , Amazon will notify the buyer to contact the seller to resolve the issue before filing a claim . Of course, if Amazon makes a claim decision , the seller will receive an email explaining the reason. If the seller is not satisfied with the decision , they will have 30 business days to appeal.

Amazon also emphasized a few points: if the seller uses the Buy Shipping service, the existing Amazon Marketplace Transaction Guarantee claim policy will apply; if the carrier loses or damages the goods, the tracking information proves that the seller is not at fault, and the seller’s order defect rate will not be affected.

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