AtoZ doesn’t follow Amazon Return Policy
Amazon Return Policy says items can be returned within “30 days of delivery”.
In fact, it is very specific, as it clearly says 30days, NOT 31 days, NOT 32 days Etc.
Frankly, there would be no reasonable reason why a person couldn’t return something within 30 days.
Amazon A to Z gave a 100% refund to a Buyer (meaning they took the money from our account) and also it affected our Account health as it relates to our Order Defect Rate (ODR) as they counted it against us.
In synopsis, Buyer Order ID: # 702-0129243-1711474 with a Deliver by: Thu, Feb 20, 2025 PST to Fri, Mar 7, 2025 PST and was actually deliver to the Buyer on February 12, 2025 well before estimated time. It also has a trackable number Fedex # 285128465969, they also signed for it on with proof of delivery.
The item was also exactly as described. It should be noted that the customer did try to cancel the order after the fact.
As mentioned above the customer received the item, then requested a return on February 16, 2025 stating: “Return Reason: Bought by mistake” and “Buyer Comment: Attempted to cancel and thought this was cancelled”.
We provided very clear return instructions to the buyer indicating both to provide us with the tracking number and to send it no later than March 12, 2025 which is 30 days from the date the buyer received it.
However, the buyer did not bring the item to the courier until March 16, 2025, which was four days past the amazon return policy.
On March 31, 2025 we receive notification that an A to Z was opened. They essentially threatened us in these emails to refund the customer or they would debit our account.
We replied to all A to Z notifications, stating our case as described here, however it clearly fell on deaf hears.
It should be noted that delivery for the Return wasn’t even attempted to us till April 3, 2025. We kindly refused to accept the return as it was shipped PAST the 30-day Amazon Return Policy.
The Return Track - 0103908246208265 via Canada Post was only provided to us as part of a A to Z email, April 1, 2025.
Additionally, A to Z allowed the customer to open the claim while the return was in transit and on false pretense stating:
“Customer issue: Different from what I ordered”
The return reason becomes irrelevant and, in our opinion, a moot point, as the buyer did not meet the 30-day amazon return policy, as the item was not shipped with in the Amazon policy time frame.
Why and how amazon would have the audacity to give the customer a full refund and count it against our ODR Account Health, we followed amazon policy and the Buyer DID NOT.
The buyer was clearly at fault and wrong, its in black in white with tracking to prove it.
If Amazon wants to allow Buyers violate the Amazon 30 day policy then Amazon should fund the refund themselves that would be the prerogative.
However, you can not force the Seller to refund against policy.
I would really like to email Mr Bezos team and have them help.
I look forward to you help and reply to make this right.
Thank you
cc;
@Lucre_Amazon
@Roberto_Amazon
@Sunnie_Amazon
@Ricardo_Amazon
@Daryl_Amazon
@Tatiana_Amazon
