A-Z ORD impact with Customer Claiming within 24hours of Returning an item
On ORDER 701-6076646-2579464, a customer purchased an item on September 4th. The item was shipped on September 5th with a delivery window of September 10th to Sept 16. The item was delivered on September 11th with signature on Canpar tracking D420352470000066275001. A Return request was created on Septmeber 17th and we approved the return request within 24hours on September 18th. The customer returned the item on Purolator tracking 334930462125 and we received it on September 23rd. Then the customer immediately opened an A-Z claim on September 24th stating that the item was not refunded. We haven't even gotten to the return as we have 72 hours window to issue the refund according to Amazon after an item has been received for inspection. We refunded the customer immediately on September 24th, however, our Order Defect Rate was counted since she opened the claimed. She should not have been able to start an A-Z claim as the item had only been returned for 24 hours. The ODR should not have been counted as the return was returned in less than 24 hours and we hadn't got to the inspection of the return yet and not to mention we refunder her immediately. Therefore the ODR should not have been claimed against us. Please Review.
Where did we go wrong? Why was our ORD been impacted?
I contacted Seller Supporter on original Case ID 16217269791 and then it was transferred to Case ID16326661511
0 replies
Seller_NFXUjGCtS4RaO
Q: "We haven't even gotten to the return as we have 72 hours window to issue the refund according to Amazon after an item has been received for inspection."
A: sellercentral.amazon.ca/help/hub/reference/GCRVNRBZBVGBK543
sellercentral.amazon.ca/help/hub/reference/G27951
Actually it should be
"Refund the buyer within two business days of receiving the return"
"The claim is automatically granted: We'll automatically grant the claim and debit the claim amount from your account in the following circumstances:
The item was returned using a prepaid return shipping label and you failed to issue a refund within five days of receiving the return."
-Supposedly means 48 hours (if return received on Monday to Thursday) or 2 business days (if return received Friday), but it's not the first day to know A-to-Z never followed these policies or guidelines.
www(dot)amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B
"Usually, Amazon will issue you a refund for a returned product within 30 days after we receive the returned product."
-Amazon themselves can even issue refund in 30 days
Q: "She should not have been able to start an A-Z claim as the item had only been returned for 24 hours."
A: Amazon customers tend to be the most "out of money" after a purchase and always requesting to have money refunded at instance. Such as in your case if return was received Sept 23, they expected seller to refund on the same day, because they assumed seller probably only has 1 order to process or seller should work 24 hours 7 days or seller has nothing to do.
Q: "The ODR should not have been counted as the return was returned in less than 24 hours and we hadn't got to the inspection of the return yet and not to mention we refunder her immediately."
A: Once A-to-Z was opened on return related issue, unless there are proofs that return was such as damaged by customer mis-use, swapped product etc, otherwise when order was then refunded, Amazon's favorite claim decision reason was "Because you refunded after claim was filed and count to ODR".
Seller_X2RVf2bYB5cvK
is it possible to get some help with someone from Amazon to look at this and advise why this happened and get some help with seller support why an ORD is affected when the refund was processed within 24 hours of the return
Jurgen_Amazon
Hello @HopelessWarrior,
Thank you for contacting Amazon Forums.
I have reviewed the AtoZ Claim related to the order 701-6076646-2579464. The last comment you added was last Friday, and the team is still investigating. You should receive an answer during this week. If you don't receive it by Friday, please let me know to follow up with them.
Jurgen
