Dear Amazon Seller Support Team and Fellow Sellers,
I am reaching out for advice and support regarding a recent A-to-Z claim (order 114-8521904-0688263.) that was granted against my account, which I believe to be unfair and unjustified. Despite providing all necessary evidence and clear communication, Amazon has consistently maintained their decision, and it has severely impacted my business.
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What Happened:
1. Buyer Contacted Us (Before A-to-Z Claim):
• The buyer purchased the following item:
ASIN: B0DGCY7TGZ
Product: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)
• Buyer messaged us stating that they returned the product and were waiting for a refund.
• The message was sent on Saturday, March 17th, when our office was closed due to the weekend.
• I promptly replied to the buyer, informing them that the office was closed and that the refund would be processed on Monday once our manager returned.
2. Buyer Filed A-to-Z Claim After Return Window Closed:
• Despite being informed about the delay and the refund being processed on Monday, the buyer filed an A-to-Z claim on the same day (Saturday) when we were not operational.
• It is important to note that the return window had already closed when the buyer filed the claim.
3. Issue with the Returned Product:
• Upon receiving the returned item, we found that the product was damaged/defective (mention the defect clearly if possible).
• We immediately documented the issue and tried to address it through the correct channels.
4. Amazon’s Response:
• We submitted our appeal, explaining the entire situation and providing evidence of communication with the buyer.
• Despite this, Amazon repeatedly responded with “We stand by our position”, without acknowledging the facts or evidence presented.
• It feels as though the decision was made solely based on the buyer’s claim, without considering our side of the story.
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Consequences:
• The A-to-Z claim negatively impacted our Order Defect Rate (ODR).
• We lost the Buy Box, which has drastically reduced our visibility and sales.
• All advertisements were automatically stopped, leading to further revenue loss.
• Despite multiple appeals and follow-ups, Amazon has not reconsidered the decision.
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Why This Feels Unfair:
• The buyer did not wait for the promised refund time, which was communicated clearly.
• The product was returned after the return window closed and was damaged.
• Amazon made a one-sided decision without taking the seller’s evidence into account.
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My Request:
• I kindly urge Amazon to reassess the A-to-Z decision, taking into account the evidence and facts presented.
• I also request guidance from fellow sellers who may have faced similar issues. Any advice on how to restore the Buy Box and resume ads would be greatly appreciated.
• I would appreciate it if Amazon’s support team could directly address the issues I’ve raised, rather than giving a standard response.
Thank you for your time and consideration. I hope to find some resolution or at least support from the seller community.
Sincerely,
Eclatique Rug
@Seller_l7Jtck9jxnEA0
@Seller_FJwyF3iu5qxUY @Seller_l3eCP9f1PtJXC @Seller_1KYLYkgAlu4xX @Seller_s3amN64nZ4y9V @Seller_RsATYbG9XP0HP @Seller_ovM5p622oIbGp @Seller_c2KLMXKhUYF3u @Seller_Lz6S1nnAIzbYB @Seller_pB5cNkUhpDlVP @Seller_khUF6HPR2AHxu @Seller_vtQxROP6UNr1O @Seller_pAPBCLhysbW5T @Seller_t9kvdr2yixQej @Seller_nS0jcFQNDLG3e @Seller_JT2cdQLa0Oueg
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