Hello- I am looking for help here.. We have been receiving products that returned to us are not our products, we received about 2-3 per week. I have been following the protocal that posted here by Seamod:
https://sellercentral.amazon.com/seller-forums/discussions/t/8189d4d4-c4c4-4401-ae58-050d73657cef
Relative facts: when I received the package back and saw it was not our products, I contacted the customer with clear pictures of the item they returned to us by mistake side by side with our products via seller/buyer message. I asked if they would like this item back and please send the correct product to us for a full refund. I have not heard back until weeks later, customer asked for refund but without returning our products. And then they filed A-Z, which was granted in their favor, and ODR is counted against our account. When I submitted an appeal with pictures of the products returned to us, side by side with our product. It is clearly not our product, our store does not sell anything like this. But after sending all the pictures, and communication with the customer via seller/buyer message, A-Z reviewing team still upholds the original decision.
I really not sure how could I handle this, we can't refund the customer because if we did, then we are not eligiable to file the safe-T claim. If we do not refund, customer file A-Z, and it is always granted in their favor and ODR is counted against our account. The ODR rate impacts our account, but we have done our part correctly.. The product returned to us is clearly not from our store..
Could someone from support please look into this order:
Order ID: 113-1327304-2193027 : denied reason "We have reviewed all available information and determined the merchandise for the order was correctly returned and you have received the return. The UPS tracking number is 1ZF2C2469064757348. Because you did not refund the order, the claim amount has been debited from your seller account." - I have pictures of this package showing the tracking# and the product available as evidence that we did not receive the correct item back for this order. Could someone from support please help us? Thank you very much, I appreciate it greatly.