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Return request and false A-Z claim.
TLDR: First time having a buyer request return, then they opened A-Z claim while return in transit, with “damaged or defective”, which is verifiable false by their own messages. Amazon Canada FBM.
What options do I have here? How do I go about charging restocking, if possible?
What Amazon selling fees would I be charged in the end?
How does it affect seller metrics? Is there a way to get the false A-Z claim closed so I don’t have that “strike”?
The buyer did pay for the return shipping themselves. There was an Amazon set shipping fee of $6.95 (which only covers 1/3 of the shipping across country) – where does that come into this? Do I keep that?
Background
First return request. Sold an item and shipped (including confirming shipping on Amazon).
The evening after shipping the buyer submits a return authorization request with “Incompatible or not useful” and comment “It will not fit”.
But it was already in transit (long gone from post office). I messaged the buyer saying it was already shipped or else I would’ve just cancelled it, and tried to clarify the issue.
“Please cancel it and refund me” was the response.
I chatted with an Amazon agent, and the conclusion was I basically have no choice but to accept the return, or they could get refund with me getting the item back. They also said I could charge restocking fees up to 20%.
So I again messaged the buyer and apologized that it cannot be cancelled, the only option is for them to receive it and ship it back to me. And told them about restocking fees.
They shipped it back (sent a picture of the receipt that wasn’t very clear) stating “I have not even opened the package just rapped and sending back”
About a day later, while return in transit, they open a A-Z claim of “Damaged or Defective item”
with comments including “I have not even opened the package ... now I am requesting for refund, please refund me my money, reason to return is that the breaker will not fit”
Obviously they can’t know if the item is damaged or defective if they never even opened the shipping package.
I also just since received it back and looks like they did just put my package in another box.
1 reply
Christine_Amazon
Hello @Seller_xXiPRUcIuGfUk
Christine here from Amazon Forums.
You have strong evidence to appeal the A-Z claim since the buyer explicitly stated they "have not even opened the package" while claiming it's "damaged or defective"
- Document all buyer communications showing this contradiction
- File an appeal with Amazon Seller Support, including screenshots of these messages
- This type of documented contradiction often leads to successful A-Z claim reversals
Restocking Fees:
- For FBM sellers in Canada, you can charge up to 20% restocking fee for unopened items
- However, since an A-Z claim is involved, wait for the claim resolution before applying any fees
- If the A-Z claim is resolved in your favor, you can then apply the restocking fee through the return process
Shipping Fees:
- The original $6.95 shipping fee you collected can typically be retained
- Since buyer paid for return shipping themselves, that's not a factor in the refund calculation
Seller Metrics Impact:
- A-Z claims negatively impact metrics if not successfully appealed
- Basic returns don't significantly impact metrics
- If you win the appeal, the A-Z claim "strike" will be removed from your account
Hope this information helps.
Have a great day!
Christine
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