What should we do when a buyer opened A-to-Z claim before or right after we receive the return package?
Hi Mods,
Recently we received 2 A-to-Z claims.
One was opened right after we we recieved the returned item, order ID 701-1821708-4666637.
One was opened before buyer shipped the package back to us, order ID 702-8551347-4286639.
Order 701-1821708-4666637, buyer opened the return request on 7/4 and asked for a replacement. We accepted the return request and provided a prepaid return label. We received the item on 7/29 and buyer opened the A-to-Z claim right after we receive the package(within 1 hour).
We messaged buyer to close the claim if he wants the refund instead of replacement, so we can issue the refund, but buyer never replied back. Amazon granted the claim and counted the cliam against our ODR. Then denied our appeal.
Order 702-8551347-4286639, buyer opened the return request on 7/31. We accepted the return request and provided a prepaid return label. Buyer opened the A-to-Z claim on 8/3 and dropped the item to Canada Post on 8/5. We received the item on 8/8 and processed the refund on 8/9. Again Amazon counted the cliam against our ODR. Then denied our appeal.
At this point, we do not know how to react to the A-to-Z claim.
We always tell buyer that we will refund the order within 2 business days after we receive the original item, and usually we refund the order within 24 hours after we receive the original item.
We need mod to help us on these 2 cases.
13 replies
Ricardo_Amazon
Hello @Seller_adTxaa79QM905,
Ricardo from Amazon here.
I can certainly understand your frustration. I can start the appeal process for Order 701-1821708-4666637, however for Order 702-8551347-4286639, there is still the "Respond to Amazon" widget in your Seller Central/A-to-Z Guarantee claims section.
Our Escalations team will not review the appeal related to this order until all communication channels with them have been used. Please reply back to them using this option.
Once I have more information on Order 701-1821708-4666637 I will be letting you know.
Seller_McsU5Q4ziB8Rg
Unfortunately, customers can open an a to z request at the same time as the return, and Amazon has no protection mechanism against this, nor do they have any way of acknowledging their mistakes. After 60 days, your orders can be reinstated. I haven't seen a single well-intentioned customer open an A to Z. Check the posts on the Seller forum and you won't see any either.
