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A-Z claim opened on a fully refunded order resulted in a defect
How does this even happen? How can a buyer open a claim weeks after the order was refunded? I didnt even know a claim was filed until i got an email that it was decided against me. Also, the email is false, Amazon fully refunded the order weeks ago, before the claim was opened. And why does the email mention an amount double the total of the order?
We have closed an A-to-z Guarantee claim of $29.38 on the order 113-8509424-7741066 because you issued a refund to the customer. No further action is required from you at this time, but we have counted the claim against your order defect rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, although you refunded the customer, you did so after the claim was submitted.
0 replies
Nano_Amazon
Hello @Seller_2srXkS44rN39i
Thanks for reaching out to Amazon Forums. After reviewing the information you shared with us related to the AtoZ, we reached out to a dedicated team to further investigate if the claim is applicable for removing ODR impact.
I will closely monitor the case and inform you of the outcome as soon as it is resolved.
Best,
Nano
Nano_Amazon
Hello @Seller_2srXkS44rN39i
Just wanted to follow up with some good news.
- The ODR impact has been reversed ( the changes should reflect within next 48 hours).
- The funds have been reimbursed.
Have a great day!
Nano
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