Unfair A-to-z claim decision
It used to be that as soon as A-to-z claim has been opened, you can add your "representation" to defend your claim. However, several month ago, it has changed. While waiting for buyer to respond, you are NOT able to add your "representation". Hence, you have to wait. Amazon did NOT give me a chance to defend my claim and decided on buyer's favour the NEXT day the claim was opened. The issue is that buyer returned item in poor condition and I had to withhold restocking fee which is consistent with Amazon's policy. I tried to appeal but denied. Once Amazon makes a decision, Amazon is guaranteed to deny your appeal regardless of how good your appeal is.
6 replies
Seller_dHLRO8A3YHptO
Case ID is 17527062301
Can moderator assist with this please?
@Steve_Amazon
@Micah_Amazon @Yokie_Amazon @Wyatt_Amazon @Atlas_Amazon @Sonny_Amazon @Glenn_Amazon @Bryce_Amazon @Emet_Amazon @Webb_Amazon @Cooper_Amazon @CR_Amazon @Quincy_Amazon @Micah_Amazon @Jameson_Amazon
Seller_reUtMrEyZNgJr
Amazon, is horrible, I think they know most sellers are not in general going to leave amazon so they do not treat us well at all, they 100% take the customers side. I have been with amazon for 15 years and the last ten years has been very, very challenging with when customers return items in bad condition even on FBA. They take back anyting from the customer and we the sellers have no recource it is sad how they treat us. I sell very, very expensive items, and can't afford to throw them away upon a return. I expect the item to be returned the same way the received it, but that RARELY happens.
Tommy
Christine_Amazon
Hello @Seller_dHLRO8A3YHptO
Christine here from Amazon Forums.
I was checking the claim for the Order ID 701-3937170-1777817 and I do see the reason why this claim was granted to the buyer, is because you issue a refund for 50% of the amount.
I know you can issue partial refunds, however the issue with your situation is that you did not grade the condition of the item.
Please know that if you want to issue a partial refund, you will be required to grade the condition of the returned item in order to charge a restocking fee. In the Grade condition of returned item section, grade the condition of the Item, accessories, and packaging returned.
Also, you’re required to upload a photo of the damaged, defective, or materially different item.
You can confirm this information in the link below:
With this being said, the claim was processed correctly as per the Amazon policies.
If you have evidence that indicated that you indeed submit your grading and the evidence, let me know to check on what will be the next step.
Christine.
Seller_QM7oMalOGPML0
AMAZON IS A COMPLETE JOKE WHEN IT COMES TO THIS
They know what is going on as well but they are like the middle man to THEFT/MAIL FRAUD
I just had another one and I don't even waste my time anymore cause these IDIOTS(amazon) threaten you about customer service
Id suggest you try Ebay as I do not ever have these problems BECAUSE THE BUYERS KNOW BETTER! The seller protection is great! Everyone on Amazon knows how to rip off a seller no problem!!! ITS EASY
