Ok, here's the timeline of the events:
1. July 9, 2024:
The customer initiated a return request.
We received the email on Tuesday, July 9, 12:29 PM.
Our first response was on July 9, 2024, at 13:58 AM.
The customer's first response was on Jul 11, 2024 12:00 PM
Based on the customer's refund reason, we proposed a solution.
Our last response of the day was on July 11, 2024, at 12:17 PM. Until the end of the workday, the customer did not respond again.
2. July 12, 2024:
The customer responded on July 12, 2024, at 3:58 AM, clearly outside our customer service hours.
At 6:06 AM, we received an email from Amazon stating: "We received an A-to-z Guarantee claim of $1,698.99 on order 113-5355771-5364240."
At 6:15 AM, we received another email: "We have granted an A-to-z Guarantee claim of $1,698.99 on order 113-5355771-5364240. We have debited the amount from your account and have counted the claim against your Order Defect Rate."
We filed an appeal at 4:20 PM.
Amazon's first response reason was: "We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact."
It is clear that we had responded to the customer and were awaiting their reply. We do not see this as a well-investigated or responsible response.
4. July 13, 2024:
We filed a second appeal on Saturday, July 13, 6:44 AM.
During this time, Amazon processed a refund to the customer: Amazon initiated a refund of USD 1698.99 to Hunter Johnson for the following item(s).
5. July 14, 2024:
On Sunday, July 14, 11:59 PM, Amazon responded: "We have reviewed the buyer’s claim and the information you provided for order 113-5355771-5364240. Although we understand your position, we stand by our decision." Agaig, we do not see this as a well-investigated or responsible response.
It is evident that we responded to the customer's return request promptly and were awaiting their response. We respectfully disagree with Amazon's decision to grant the A-to-z Guarantee claim and request that the refund amount be credited back to our account, as we had followed the proper procedures and timelines for addressing the customer's issue. Furthermore, we have not received the customer's return.
We have Order ID: 113-5355771-5364240
Case ID here: 15618924411
Can someone help us here?
