In previous posts we have commented on the benefits that having the Amazon Pay gateway can bring to your online business for but the other side of the coin is that by including it, customers expect you to give them the same quality customer service experience you can get on Amazon itself, quite an arduous task at times.
Seeking to ease the burden of homework, our friends at Amazon have created a quick and easy guide explaining in detail what the Amazon Pay A-Z Guarantee. A policy applied to purchases made on third-party sites through Amazon Pay. Its goal is basically put Amazon as an intermediary to resolve a dispute between seller and buyer.
Amazon Pay A-Z Guarantee Process
When a buyer contacts Amazon Pay customer service and reports an issue with a seller on a third-party website, Amazon’s first step is to verify that the buyer has tried to contact the seller without success.
Checking the situation, Amazon Pay will call the seller on behalf of the buyer to reach an agreement between the two. In the event that the issue is not resolved and the buyer is not satisfied with their order, the buyer has the right to file a claim under the Amazon Pay A-to-Z Guarantee.
Amazon will send a notification via email to both the seller and the seller’s headquarters. Given this notice, it is best that the seller responds in less than 7 days, with the information requested. It is important that the response is quick, as this situation may affect your current retention policy in the account.
Conditions that you must meet to apply this guarantee
In the event that Amazon sellers are unable, or even unwilling, to deal directly with the buyer to resolve any purchase issues, Buyers can choose to file an Amazon Pay A-to-Z Guarantee claim directly on Amazon.
Buyers can request this guarantee if any of these conditions are met. Specific conditions:
- The buyer do not receive an item or received it after the maximum delivery date you indicated.
- In case you receive the item but you are not satisfied because it is faulty, broken, part missing or it just wasn’t as it was shown in the description.
- If the buyer returns the product according to the agreement made, but no the seller does not make the promised refund after receiving it.
- According to the seller’s website return policy, this does not accept returns.
- When buyers consider that they have been charged an amount greater than the amount that was authorized for purchase.
Image: Depositphotos.
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