Buyer opened the A-to-Z claim on the same day we received the returned package.
Hi Mod,
Order 701-1821708-4666637, buyer contacted us for replacement.
We provided the prepaid return label.
But the buyer opened the A-to-Z claim on the same day we received the returned package.
We contacted the buyer ask if he wants the replacement or refund, then we found out the buyer opted out from receiving our messages.
Amazon granted the A-to-Z claim and counted the claim against our order defect rate. Then denied our appeal.
As a seller we are totally fine with refund, but the buyer asked for replacement first and never replied our message.
The A-to-Z claim was opened within 1 hour the packaged was delivered to us.
Please help.
Thank you
5 replies
Sunnie_Amazon
Hello, @Seller_adTxaa79QM905,
Thank you for bringing your concern to the Forums. This is Sunnie, from Amazon.
I understand you accepted the return request and the buyer submitted an A-to-Z Claim for the order.
I escalated this request, and looking into the order history, the buyer did not receive the refund for the order within 7 calendar day from the return delivery date. As this represents a negative experience for the buyer, your Order Defect Rate was affected.
If your tracking ID for the return shows the item is delivered, but you have not received it, please contact the carrier for them to be responsible for the cost of the lost item.
I'm sharing below help pages that can help you for future transactions:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Best regards,
Sunnie
