Seller’s response to return requests required within 48 hours


#1

In our continuous efforts to improve the customer experience, Amazon has updated the A-to-z Guarantee claim policy.

To help you avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that customers first submit a return request in the Online Return Center and wait 48 hours for your response prior to being eligible to file a claim. We will now also require that you provide a response to this return request.

You can see your outstanding return requests on the Manage Returns page in Seller Central. In the event that a customer files a claim and you have not provided any response to the return request within 48 hours, we will grant the claim and debit your account for the claim amount. If you believe we took that action in error, please submit an appeal here https://sellercentral.amazon.com/gp/help/G202041210.

Learn more about how you can prevent A-to-z Guarantee claims here https://sellercentral.amazon.com/gp/help/CRVNRBZBVGBK543


The latest "announcement" from Amazon - Don't respond to return request within 48 hrs. AUTOMATICALLY lose A-z
[NEWS] Update to A-to-Z Claims Policy: Sellers response to Return Requests required within 48 hours
#2

I’m always wary of Amazon changes but this sounds like a positive move.

We have gotten A-Zs because buyers communicate through messages about some issue without opening an official return request. We reply and they mysteriously never get the message. The A-Z comment (often opened by an Amazon agent) says ‘ no response from seller.’

Now they will be required to open a return request first and as long as we authorize it within 48 hours. Make sure that gets done or claims will be auto-authorized!


#3

Who are these sellers who have a choice? All of my returns are auto approved by Amazon. Are you talking about out of policy returns? That sounds unfair that Amazon will approve a claim if a seller does not realize they have an out of policy when they are normally all auto approved.


#4

I thought the policy was that all returns HAD to be auto authorized without the sellers approval? Is this not the case anymore?


#5

How would INR claims work with Amazon buy shipping? Would a return request need to be opened (for an item not received) prior to asking the customer to open an A to Z?


#6

We’ve been selling apparel on Amazon for over 7yrs, however, we can’t take a return rate of 35% anymore, we’re liquidating all our apparel stock, and will no longer sell this category of product, it almost made us go bankrupt. Customers have been spoiled with Amazon returns policy, most of the items are returned under used condition and we can’t sell it as new anymore, still we must refund the customer 100% or we risky getting a negative feedback, which Amazon doesn’t care and wouldn’t remove it. Such an unfair game!


#7

On the surface …

But read about the effects of not responding to a return request within 48 hrs.

So … no response within 48 hrs. = Automatic loss on an A-z claim.

That sks in so many ways I don’t even know where to start!*

-Rob


#8

Yes, I wonder who these sellers are, all our returns requests are auto-approved, if within the time window, the only ones that we’d need to approve are the expired ones, and I don’t know why Amazon doesn’t auto-decline them.


#9

@JoyAnnie INR with AZ Buy Shipping has nothing to do with returns as there is nothing to return if the buyer did not receive the shipment. You simply need to instruct the buyer to open an A2Z when it has been 3 days past the last delivery date.


#10

I see. What made me ask is:
"To help you avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that customers first submit a return request in the Online Return Center and wait 48 hours for your response prior to being eligible to file a claim. "
So for and A to Z for reason of INR a return request would not be needed?


#11

You have the option of changing from auto-approved returns. Go to your Returns settings page, and look for ‘Return Attribute Overrides’. You must create a file (see the template provided)–create the file and upload it. Returns can be set for you to approve the return first…


#12

This part IS good news …

I can’t see how it would. You can’t return what you supposedly didn’t get.

-Rob


#13

I’m not sure what this really means for us, I mostly believe that we are now required to respond to out of policy return requests within 48 hours or it’s auto refund time. It may also mean that the customer has to file a formal return request before an A-Z can be filed. Hopefully it means that seller support has been trained in the appeal process.

The fact that Amazon is comfortable introducing new half-baked rule changes on us in November is perhaps the most troubling thing about the new policy. Effective immediately! Grrr


The latest "announcement" from Amazon - Don't respond to return request within 48 hrs. AUTOMATICALLY lose A-z
#14

Question, since we also use auto returns, are we suppose to reach out to them too? In other words are all returns whether auto or not we need to message the customer?


#15

Care if I re-quote this (or you do) on another thread?


#16

Love it!


#17

So basically those of us who had been forced into Auto-Approved Returns and set it up to approve returns that meet Amz policy will only see Out of Policy Return Requests from buyers, theoretically.
And since we are in the Extended Return time frame come Jan., 2020 we may have many returns.
After Jan. 31, 2020 then we may see messages for returns that are out of policy.
Looks like no Snow Birding for me this year or cruising since on-board email is too expensive and this could be even more expensive.
Wonder how CSR’s are going to interpret this policy? Oh boy ain’t we gonna have fun?


#18

Once the customers know about this, watch them start putting in requests late Friday knowing they’ll have to be responded to before Monday.


#19

For sure. I’d love to see the graph of return requests vs. time of week, then look at number of returns per customer on peak periods (i.e. the scammers). Re: auto-returns: everyone seems to be assuming that this means they’re OK if they have auto-returns, but I don’t see anything in the wording that implies that. You need to create a customer CONTACT within 48 hours, or on hour 49, Amazon can just hand over your money, even if the return is authorized by the system. I also don’t see anything that implies the customer then needs to send the item back. Free money + product = end of the line for any business without 24/7 support.


#20

So as a seller will need to have some limited weekend access given to another company or employee to answer these buyer generated return requests on weekends. Oh boy.