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A customer would be eligible to file an A to Z claim once the product Estimated delivery date is missed and the FRD is missed ( FRD 5 days from the date of EDD missed) and if there is no response from the seller once a mail is sent to the seller.
What is the turn around timeframe for the A to Z claim?
The turnaround timeframe for A to Z claim would be 1 to 2 weeks.
If an A to Z claim is filed and the Claim is denied?
Customer would be having an option to appeal the decision, where we need to direct the customer on how to appeal the claim.
What would be the scenario where the A to Z claim would be closed?
Once an A to Z claim is filed, customer would be getting communication from the Buyer-guarantee through Email with a time frame to respond back. If customer does not respond within the requested time the claim would be close.
MFN orders:
What is the timeframe that a customer can cancel a completely seller order?
Customer would be able to cancel the order within 30 minutes from the time of order placed.
And for a seller order the tracking details would be sent to the customer through Email with courier name and tracking ID.
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How would the tracking and courier name information shared to the customer for seller fulfilled orders?
Customer would receive an Email once the product is dispatched with courier name and tracking ID.
What If the courier number which was shared to the customer is wrong?
If customer is unable to find the tracking details with tracking ID provided, we need to contact the seller and request the customer to wait till 2 to 3 business days for the seller to respond back.
How can we differentiate an Amazon fulfilled and seller fulfilled orders?
An Amazon fulfilled order would be having an Afulfilled Tag, whereas a seller fulfilled order would not be having an Afulfilled Tag.
If the product is not dispatched and the EDD of the product is on the same day when customer has contacted us, what would be the next step to proceed?
We need to contact the seller and request customer to wait till FRD.
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