Why are we losing these A to Z Claims?! Please help with appeal - UPDATE!
We have an A to Z Claim for an item returned to us, where we refunded the customer minus the return shipping label cost. Everything was fine with the order - shipped on time, arrived on time, no issues. Customer asked for a return with reason "Too Small." Item was returned in new condition, so refunded, again, minus the return shipping label cost. A to Z filed today with reason, "Damaged or Defective Item." Nothing stated by the customer that there was anything wrong except it was too small. Under customer comments on the A to Z, customer said, "Customer did not receive full refund. Please refund full amount."
We responded to the A to Z with the following: "Customer opened a return request on January 18, 2024 with reason "TOO SMALL". Customer now is stating on this A to Z that the item was "Damaged or Defective" but never states it was damaged or defective. When we received the item back, we immediately refunded this order minus the return label cost, WHICH IS WITHIN AMAZON'S RETURN POLICY GUIDELINES for discretionary returns. Here is Amazon's Policy: If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the WRONG SIZE or color), you may refund the item price but not refund the shipping cost. Please follow Amazon's OWN policy and close this case. This case should be closed and this should not count against our ODR as again, we have exactly followed Amazon's own policies on this return. Thank you!"
We received a notice from Amazon with the following: "We have granted an A-to-z Guarantee claim of $11.88 on the order 113-7847991-8836217. We have debited the amount from your account but have not counted the claim against your order defect rate (ODR)." However, when we look at the A to Z, it says that it DOES count against our ODR.
I am going to appeal this decision and the return shipping label cost is not the biggest issue, but I am not happy that we are following Amazon's policy and they grant this kind of thing, but I mostly don't want a strike against us. Can anyone help us with an appeal, because I can't think of what else I can say that hasn't already been said - and we did quote Amazon's own policy. Any help would be greatly appreciated.
**EDIT** - looking at this case more closely, it looks like the A to Z was for the initial shipping cost, not the return label. We still are allowed to charge the original shipping on a discretionary return, but haven't found the policy that allows that. Does anyone know where I can find that policy? Thank you!!
Why are we losing these A to Z Claims?! Please help with appeal - UPDATE!
We have an A to Z Claim for an item returned to us, where we refunded the customer minus the return shipping label cost. Everything was fine with the order - shipped on time, arrived on time, no issues. Customer asked for a return with reason "Too Small." Item was returned in new condition, so refunded, again, minus the return shipping label cost. A to Z filed today with reason, "Damaged or Defective Item." Nothing stated by the customer that there was anything wrong except it was too small. Under customer comments on the A to Z, customer said, "Customer did not receive full refund. Please refund full amount."
We responded to the A to Z with the following: "Customer opened a return request on January 18, 2024 with reason "TOO SMALL". Customer now is stating on this A to Z that the item was "Damaged or Defective" but never states it was damaged or defective. When we received the item back, we immediately refunded this order minus the return label cost, WHICH IS WITHIN AMAZON'S RETURN POLICY GUIDELINES for discretionary returns. Here is Amazon's Policy: If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the WRONG SIZE or color), you may refund the item price but not refund the shipping cost. Please follow Amazon's OWN policy and close this case. This case should be closed and this should not count against our ODR as again, we have exactly followed Amazon's own policies on this return. Thank you!"
We received a notice from Amazon with the following: "We have granted an A-to-z Guarantee claim of $11.88 on the order 113-7847991-8836217. We have debited the amount from your account but have not counted the claim against your order defect rate (ODR)." However, when we look at the A to Z, it says that it DOES count against our ODR.
I am going to appeal this decision and the return shipping label cost is not the biggest issue, but I am not happy that we are following Amazon's policy and they grant this kind of thing, but I mostly don't want a strike against us. Can anyone help us with an appeal, because I can't think of what else I can say that hasn't already been said - and we did quote Amazon's own policy. Any help would be greatly appreciated.
**EDIT** - looking at this case more closely, it looks like the A to Z was for the initial shipping cost, not the return label. We still are allowed to charge the original shipping on a discretionary return, but haven't found the policy that allows that. Does anyone know where I can find that policy? Thank you!!
0 replies
Roberto_Amazon
Hello @Seller_jCko8hxAkX7vW
This is Roberto and I wanted to follow up on your question. The policy that states you can keep the shipping cost when refunding in circumstances where the buyer made an ordering mistake, is the section you mentioned in your post:
Returns, refunds, cancellations, and claims
I'm also wondering if you decided to charge a restocking fee despite receiving the item in new condition, looking into the order details the buyer was charged a restocking fee which may be the reason they raised an A-Z Claim, if this was made by mistake you can refund the restocking fee as per help page: Issue a partial refund
The A-Z Claim is still open for appeal so I'd encourage to continue your appeal. If the appeal is not accepted, let me know, to see option to appeal on your behalf.
Sincerely,
Roberto
Why are we losing these A to Z Claims?! Please help with appeal - UPDATE!
We have an A to Z Claim for an item returned to us, where we refunded the customer minus the return shipping label cost. Everything was fine with the order - shipped on time, arrived on time, no issues. Customer asked for a return with reason "Too Small." Item was returned in new condition, so refunded, again, minus the return shipping label cost. A to Z filed today with reason, "Damaged or Defective Item." Nothing stated by the customer that there was anything wrong except it was too small. Under customer comments on the A to Z, customer said, "Customer did not receive full refund. Please refund full amount."
We responded to the A to Z with the following: "Customer opened a return request on January 18, 2024 with reason "TOO SMALL". Customer now is stating on this A to Z that the item was "Damaged or Defective" but never states it was damaged or defective. When we received the item back, we immediately refunded this order minus the return label cost, WHICH IS WITHIN AMAZON'S RETURN POLICY GUIDELINES for discretionary returns. Here is Amazon's Policy: If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the WRONG SIZE or color), you may refund the item price but not refund the shipping cost. Please follow Amazon's OWN policy and close this case. This case should be closed and this should not count against our ODR as again, we have exactly followed Amazon's own policies on this return. Thank you!"
We received a notice from Amazon with the following: "We have granted an A-to-z Guarantee claim of $11.88 on the order 113-7847991-8836217. We have debited the amount from your account but have not counted the claim against your order defect rate (ODR)." However, when we look at the A to Z, it says that it DOES count against our ODR.
I am going to appeal this decision and the return shipping label cost is not the biggest issue, but I am not happy that we are following Amazon's policy and they grant this kind of thing, but I mostly don't want a strike against us. Can anyone help us with an appeal, because I can't think of what else I can say that hasn't already been said - and we did quote Amazon's own policy. Any help would be greatly appreciated.
**EDIT** - looking at this case more closely, it looks like the A to Z was for the initial shipping cost, not the return label. We still are allowed to charge the original shipping on a discretionary return, but haven't found the policy that allows that. Does anyone know where I can find that policy? Thank you!!
Why are we losing these A to Z Claims?! Please help with appeal - UPDATE!
We have an A to Z Claim for an item returned to us, where we refunded the customer minus the return shipping label cost. Everything was fine with the order - shipped on time, arrived on time, no issues. Customer asked for a return with reason "Too Small." Item was returned in new condition, so refunded, again, minus the return shipping label cost. A to Z filed today with reason, "Damaged or Defective Item." Nothing stated by the customer that there was anything wrong except it was too small. Under customer comments on the A to Z, customer said, "Customer did not receive full refund. Please refund full amount."
We responded to the A to Z with the following: "Customer opened a return request on January 18, 2024 with reason "TOO SMALL". Customer now is stating on this A to Z that the item was "Damaged or Defective" but never states it was damaged or defective. When we received the item back, we immediately refunded this order minus the return label cost, WHICH IS WITHIN AMAZON'S RETURN POLICY GUIDELINES for discretionary returns. Here is Amazon's Policy: If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the WRONG SIZE or color), you may refund the item price but not refund the shipping cost. Please follow Amazon's OWN policy and close this case. This case should be closed and this should not count against our ODR as again, we have exactly followed Amazon's own policies on this return. Thank you!"
We received a notice from Amazon with the following: "We have granted an A-to-z Guarantee claim of $11.88 on the order 113-7847991-8836217. We have debited the amount from your account but have not counted the claim against your order defect rate (ODR)." However, when we look at the A to Z, it says that it DOES count against our ODR.
I am going to appeal this decision and the return shipping label cost is not the biggest issue, but I am not happy that we are following Amazon's policy and they grant this kind of thing, but I mostly don't want a strike against us. Can anyone help us with an appeal, because I can't think of what else I can say that hasn't already been said - and we did quote Amazon's own policy. Any help would be greatly appreciated.
**EDIT** - looking at this case more closely, it looks like the A to Z was for the initial shipping cost, not the return label. We still are allowed to charge the original shipping on a discretionary return, but haven't found the policy that allows that. Does anyone know where I can find that policy? Thank you!!
Why are we losing these A to Z Claims?! Please help with appeal - UPDATE!
We have an A to Z Claim for an item returned to us, where we refunded the customer minus the return shipping label cost. Everything was fine with the order - shipped on time, arrived on time, no issues. Customer asked for a return with reason "Too Small." Item was returned in new condition, so refunded, again, minus the return shipping label cost. A to Z filed today with reason, "Damaged or Defective Item." Nothing stated by the customer that there was anything wrong except it was too small. Under customer comments on the A to Z, customer said, "Customer did not receive full refund. Please refund full amount."
We responded to the A to Z with the following: "Customer opened a return request on January 18, 2024 with reason "TOO SMALL". Customer now is stating on this A to Z that the item was "Damaged or Defective" but never states it was damaged or defective. When we received the item back, we immediately refunded this order minus the return label cost, WHICH IS WITHIN AMAZON'S RETURN POLICY GUIDELINES for discretionary returns. Here is Amazon's Policy: If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the WRONG SIZE or color), you may refund the item price but not refund the shipping cost. Please follow Amazon's OWN policy and close this case. This case should be closed and this should not count against our ODR as again, we have exactly followed Amazon's own policies on this return. Thank you!"
We received a notice from Amazon with the following: "We have granted an A-to-z Guarantee claim of $11.88 on the order 113-7847991-8836217. We have debited the amount from your account but have not counted the claim against your order defect rate (ODR)." However, when we look at the A to Z, it says that it DOES count against our ODR.
I am going to appeal this decision and the return shipping label cost is not the biggest issue, but I am not happy that we are following Amazon's policy and they grant this kind of thing, but I mostly don't want a strike against us. Can anyone help us with an appeal, because I can't think of what else I can say that hasn't already been said - and we did quote Amazon's own policy. Any help would be greatly appreciated.
**EDIT** - looking at this case more closely, it looks like the A to Z was for the initial shipping cost, not the return label. We still are allowed to charge the original shipping on a discretionary return, but haven't found the policy that allows that. Does anyone know where I can find that policy? Thank you!!
0 replies
0 replies
Roberto_Amazon
Hello @Seller_jCko8hxAkX7vW
This is Roberto and I wanted to follow up on your question. The policy that states you can keep the shipping cost when refunding in circumstances where the buyer made an ordering mistake, is the section you mentioned in your post:
Returns, refunds, cancellations, and claims
I'm also wondering if you decided to charge a restocking fee despite receiving the item in new condition, looking into the order details the buyer was charged a restocking fee which may be the reason they raised an A-Z Claim, if this was made by mistake you can refund the restocking fee as per help page: Issue a partial refund
The A-Z Claim is still open for appeal so I'd encourage to continue your appeal. If the appeal is not accepted, let me know, to see option to appeal on your behalf.
Sincerely,
Roberto
Roberto_Amazon
Hello @Seller_jCko8hxAkX7vW
This is Roberto and I wanted to follow up on your question. The policy that states you can keep the shipping cost when refunding in circumstances where the buyer made an ordering mistake, is the section you mentioned in your post:
Returns, refunds, cancellations, and claims
I'm also wondering if you decided to charge a restocking fee despite receiving the item in new condition, looking into the order details the buyer was charged a restocking fee which may be the reason they raised an A-Z Claim, if this was made by mistake you can refund the restocking fee as per help page: Issue a partial refund
The A-Z Claim is still open for appeal so I'd encourage to continue your appeal. If the appeal is not accepted, let me know, to see option to appeal on your behalf.
Sincerely,
Roberto
Roberto_Amazon
Hello @Seller_jCko8hxAkX7vW
This is Roberto and I wanted to follow up on your question. The policy that states you can keep the shipping cost when refunding in circumstances where the buyer made an ordering mistake, is the section you mentioned in your post:
Returns, refunds, cancellations, and claims
I'm also wondering if you decided to charge a restocking fee despite receiving the item in new condition, looking into the order details the buyer was charged a restocking fee which may be the reason they raised an A-Z Claim, if this was made by mistake you can refund the restocking fee as per help page: Issue a partial refund
The A-Z Claim is still open for appeal so I'd encourage to continue your appeal. If the appeal is not accepted, let me know, to see option to appeal on your behalf.
Sincerely,
Roberto
