Customer Care That Recovered €18,000 in 3 Months
The client
A high-ticket kitchen furniture seller on Amazon, previously managed by an agency that filed zero A-to-Z claim appeals.
The challenge
Each A-to-Z claim on a high-ticket item meant lost goods, a customer refund, and a real loss of over €1,000 per case. Claims were often auto-granted, a high ODR meant no Amazon review, and no appeals meant no recovery. Money was disappearing and no one was pursuing it.
What we did
After taking over the account we analyzed every previously granted A-to-Z claim, appealed each one that had been wrongly granted with consistent, policy-aligned argumentation, and recovered funds where decisions were wrong. We also built a detailed message-handling process, standardized customer communication, and reduced escalations — and developed a return policy focused on the root cause rather than automatically accepting costly oversized-furniture returns.
The results
€18,000 recovered in the first 3 months, fewer returns, fewer A-to-Z claims, better account metrics, and significantly higher overall project profitability.
Key takeaway
Good customer care isn't a cost — it's a financial tool. Proactive claim management protects both metrics and margin.
