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Read onlyWe have a couple of orders that were 'Customer Discretionary Returns' (CR-ORDERED_WRONG_ITEM)
The returns report shows:
Label to be paid by: Customer
However, on the "Transaction view" shows the label cost being charged to merchant and customer receiving full refund.
We've raised these as SAFE-T claims (57904-48338-7940521), but they have been denied reason:
Subsequent appeals have been denied. What are we missing?
Hi @Seller_h9ZdoM1oUCjl6
I reviewed the claim and the associated order to understand the product. I then reviewed the product detail page (PDP). PDP is where a buyer sees what the return policy is for a product. In your case, if it was eligible for free returns, it would say so. Below is the return eligibility policy for your product. This information is seen on the PDP just below the buttons for Add to Cart and Buy Now.
I will escalate and appeal for a refund of the return shipping cost on the order.
Susan
Hi @Seller_h9ZdoM1oUCjl6
I just checked again, and no action yet. I will check it again tomorrow. Unfortunately, there is no means for you to see what I have submitted to that team. I wonder if they got confused because this was the same issue as the first one. We will see.
Thanks for your patience. Susan
Hi @SEAmod Just wanted to check to see what the status of the escalation(s) are. Is there a way for me to see the current status?
@SEAmodbumping this one...
We saw the reimbursement for 80160-81197-5442639
We are still waiting on the reimbursement for 57904-48338-7940521