About full refund when I received A-Z claim
Hello,
Just want to know…
We received an A-Z claim from buyer. The buyer did not contact us after receive the replacement just file A-Z claim to amazon ask for return and refund.
Is here anybody can tell us, if we try to want to make thing easily and refund the buyer directly, is this A-Z claim still will affect our account health?
Thanks
Best regards
Seller_7tvUWulIrIppT
Don’t refund. Let Amazon investigate and go through the A-Z process. Everything will be fine…
Seller_olet7eVOHxQZd
I am sorry, but did you send a replacement. If so why?
Amazon rarely acknowledges replacements sent via FBM. You may be out both your products and your $$.
It is too late to do anything but reply to the A2Z. If you issue any refund with an A2Z open, you are acknowledging the failure and will get a metrics hit.
Cassie_Amazon_old
Hello @BFDIGITAL,
Cassie with Amazon here to provide insight on the a-z claim process.
As @Eclipse_Designs_Arti mentioned, once the a-z claim is filed it is best to wait for the investigation to be completed before refunding the customer. If you refund the customer after the claim is filed then your a-z claim will remain on your order defect report regardless of the outcome of the investigation.
Once the a-z claim, the next step is to submit any additional information that we should know while reviewing your case. You can submit this information by going to manage a-z claims > under review > respond to Amazon.
A-z claims will affect your order defect rate in the following scenarios:
- Claims that are granted and debited from your account
- Claims for which you refunded the customer after the claim was filed
- Claims for which you or Amazon cancelled the order
- Claims that are pending a decision
I hope that you find this information helpful. Thank you for your post.
-Cassie
