I need some advice. I have lost 2 A to Z claims in the last month. I am not sure what I am doing wrong. I will outline the scenario below:
1-9-2020 2:04 am The customer reached out to us for a return label reason for return inaccurate website description
1-9-2020 7:52 am (Scent Fill) We provided a pre-paid return label to the customer via Amazon’s messaging system with the following message:
We received your return request and can help you with this. We have provided a prepaid return shipping label for a return and refund or exchange for something of similar value for another scent you may like better. Can you give us an idea of what you like so we can recommend some replacement scents?
Check out our full list of scents here:
Just affix the label to the package - if you can reuse the original package please do. It is imperative that you completely tighten the cap(s) to avoid leakage and package delivery failure, no items with missing caps will be accepted and should not be mailed and *use protective packing materials to avoid breakage in transit. Your replacement refills or refund will be processed immediately upon receipt of your return.
Please let us know how you wish to proceed, will this be an exchange or a return for a refund?
Scent Fill Customer Service Team
No further response received from the customer
1-12-2020 5:00 pm We received A to Z claim from Amazon
1-13-20020 8:00 am We appeal A to Z with the following verbiage:
1-9-2020 2:04 am The customer reached out to us for a return label
1-9-2020 7:52 am Scent fill provided a pre-paid return label to the customer
No further communication has been received from the customer. We do not feel this is an A to Z claim but a standard return for a refund. We will provide a refund as soon as we receive the product from the customer.
We received a response to our appeal that says:
We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact.
Almost the same exact scenario both times…we always provide a pre-paid label within 12 hours (usually less but never more than 12 hours) of any return request. We always use the same format for my A to Z claim appeals and have never had a problem until the last 2. Is there a way to have these re-reviewed, as we clearly did respond to the customer. I’m at my wit’s end.