Appeal denied for A-to-Z Claim Decision – Order #701-7376928-4590654
Dear Amazon Seller Support,
I am reaching out regarding the A-to-Z claim for order #701-7376928-4590654, which was refunded to the customer and impacted our rating.
The reason provided was that I did not respond within 48 hours; however, I did respond within the required timeframe.
Customer was trying to fake skin reaction by providing a screenshot from Google.
If the decision cannot be reversed, please provide a detailed explanation of why the claim was decided in the customer’s favor despite the provided evidence.
I appreciate your time and assistance.
Sincerely,
@JiAlex_Amazon @Lucre_Amzn @Ricardo_Amazon @Sunnie_Amazon @Daryl_Amazon @Josh_Amazon @Roberto_Amazon
1 reply
Christine_Amazon
Hello @All_About_K_Beauty
Christine here from Amazon Forums.
I was checking the Order 701-7376928-4590654 and I can see that the return request was not approved within 48 hours.
When the AtoZ team sent you the communication stating that you did not respond within 48 hours, they were making reference to the return request.
As a matter of fact, after checking under the Main Menu in the order tab and select Manage returns, I can see that this return was closed due to the refund done by Amazon after granting the claim.
Please know that as per the A to Z policies :
"You must authorize, respond, or both to all return requests. It is best practice to respond to all return requests within 24 hours. Failure to respond to a return request within 48 hours will result in a granted claim and an immediate debit to your account."
You can confirm this information in the link below:
Prevent an A-to-z Guarantee claim
I hope this information help you clarify the reason of the decision took by the A to Z claims team.
Christine
