Buyer returned wrong item on a seller-fulfilled order, ODR impacts account
Hello- I am looking for help here.. We have been receiving products that returned to us are not our products, we received about 2-3 per week. I have been following the protocal that posted here by Seamod：
https://sellercentral.amazon.com/seller-forums/discussions/t/8189d4d4-c4c4-4401-ae58-050d73657cef
Relative facts: when I received the package back and saw it was not our products, I contacted the customer with clear pictures of the item they returned to us by mistake side by side with our products via seller/buyer message. I asked if they would like this item back and please send the correct product to us for a full refund. I have not heard back until weeks later, customer asked for refund but without returning our products. And then they filed A-Z, which was granted in their favor, and ODR is counted against our account. When I submitted an appeal with pictures of the products returned to us, side by side with our product. It is clearly not our product, our store does not sell anything like this. But after sending all the pictures, and communication with the customer via seller/buyer message, A-Z reviewing team still upholds the original decision.
I really not sure how could I handle this, we can't refund the customer because if we did, then we are not eligiable to file the safe-T claim. If we do not refund, customer file A-Z, and it is always granted in their favor and ODR is counted against our account. The ODR rate impacts our account, but we have done our part correctly.. The product returned to us is clearly not from our store..
Could someone from support please look into this order:
Order ID: 113-1327304-2193027 : denied reason "We have reviewed all available information and determined the merchandise for the order was correctly returned and you have received the return. The UPS tracking number is 1ZF2C2469064757348. Because you did not refund the order, the claim amount has been debited from your seller account." - I have pictures of this package showing the tracking# and the product available as evidence that we did not receive the correct item back for this order. Could someone from support please help us? Thank you very much, I appreciate it greatly.
12 replies
Seller_zGoDlPZLneGhF
We have been dealing with this fraud as well, its rampant at the moment and only going to worsen as we move deeper into the holiday season.
No refund - 100% restocking fee - tell the customer to return the original item for a refund.
If you do not charge a restocking fee (which required evidence/photos) and the customer opens an A to Z claim then the system will automatically issue them a full refund as the return tracking will show you received the return but did not process a refund, always charge a 100% restocking fee in these cases.
If you wait for Amazon to auto-refund these returns to open a safe-t claim you are going to get hit with an A to Z 90% of the time. The system rarely ever issues an auto-refund in our experience and when it does, it's weeks after the return has made it back to you. The system is flawed and designed for you to fail, restocking fees are your only saving grace.
Seller_zMXHBtqA32RWO
Next time this happens, refund the buyer $1...
You won't be able to submit a Safe-T claim because you refunded $1 but if nothing gets worked out then you didn't have to refund the buyer the full amount and you just lose $1.
I don't really know if they would then be able to file an AZ claim because you technically issued a refund and that might prompt seller support to reach out to you and then you have more of a chance to plead your case outside of an AZ claim....try it and let me know if it works...
Seller_aEzr9PjpfpuxN
do not listed to mods the correct way t do this is issue a 99% restocking fee upload pictures and have it done with. never ever contact the customer they will always accuse you of lying or cheating then you get hit with these ridiculousness a to z claims
Seller_XKrRcjpW7oAWE
if you're asking if amazon will do anything about this or implement immediate changes no lol just look at the items that are returned , buyers know firsthand they will always receive a full refund from amazon.
Amazon approved this return and refunded the customer fully, its been 3 days so far from no answer from saftclaims , you'd think they'd be able to automatically detect something wrong, but to them this is fine.
Buyer returned wrong item on a seller-fulfilled order, ODR impacts account
Hello- I am looking for help here.. We have been receiving products that returned to us are not our products, we received about 2-3 per week. I have been following the protocal that posted here by Seamod：
https://sellercentral.amazon.com/seller-forums/discussions/t/8189d4d4-c4c4-4401-ae58-050d73657cef
Relative facts: when I received the package back and saw it was not our products, I contacted the customer with clear pictures of the item they returned to us by mistake side by side with our products via seller/buyer message. I asked if they would like this item back and please send the correct product to us for a full refund. I have not heard back until weeks later, customer asked for refund but without returning our products. And then they filed A-Z, which was granted in their favor, and ODR is counted against our account. When I submitted an appeal with pictures of the products returned to us, side by side with our product. It is clearly not our product, our store does not sell anything like this. But after sending all the pictures, and communication with the customer via seller/buyer message, A-Z reviewing team still upholds the original decision.
I really not sure how could I handle this, we can't refund the customer because if we did, then we are not eligiable to file the safe-T claim. If we do not refund, customer file A-Z, and it is always granted in their favor and ODR is counted against our account. The ODR rate impacts our account, but we have done our part correctly.. The product returned to us is clearly not from our store..
Could someone from support please look into this order:
Order ID: 113-1327304-2193027 : denied reason "We have reviewed all available information and determined the merchandise for the order was correctly returned and you have received the return. The UPS tracking number is 1ZF2C2469064757348. Because you did not refund the order, the claim amount has been debited from your seller account." - I have pictures of this package showing the tracking# and the product available as evidence that we did not receive the correct item back for this order. Could someone from support please help us? Thank you very much, I appreciate it greatly.
Buyer returned wrong item on a seller-fulfilled order, ODR impacts account
Hello- I am looking for help here.. We have been receiving products that returned to us are not our products, we received about 2-3 per week. I have been following the protocal that posted here by Seamod：
https://sellercentral.amazon.com/seller-forums/discussions/t/8189d4d4-c4c4-4401-ae58-050d73657cef
Relative facts: when I received the package back and saw it was not our products, I contacted the customer with clear pictures of the item they returned to us by mistake side by side with our products via seller/buyer message. I asked if they would like this item back and please send the correct product to us for a full refund. I have not heard back until weeks later, customer asked for refund but without returning our products. And then they filed A-Z, which was granted in their favor, and ODR is counted against our account. When I submitted an appeal with pictures of the products returned to us, side by side with our product. It is clearly not our product, our store does not sell anything like this. But after sending all the pictures, and communication with the customer via seller/buyer message, A-Z reviewing team still upholds the original decision.
I really not sure how could I handle this, we can't refund the customer because if we did, then we are not eligiable to file the safe-T claim. If we do not refund, customer file A-Z, and it is always granted in their favor and ODR is counted against our account. The ODR rate impacts our account, but we have done our part correctly.. The product returned to us is clearly not from our store..
Could someone from support please look into this order:
Order ID: 113-1327304-2193027 : denied reason "We have reviewed all available information and determined the merchandise for the order was correctly returned and you have received the return. The UPS tracking number is 1ZF2C2469064757348. Because you did not refund the order, the claim amount has been debited from your seller account." - I have pictures of this package showing the tracking# and the product available as evidence that we did not receive the correct item back for this order. Could someone from support please help us? Thank you very much, I appreciate it greatly.
12 replies
12 replies
Seller_zGoDlPZLneGhF
We have been dealing with this fraud as well, its rampant at the moment and only going to worsen as we move deeper into the holiday season.
No refund - 100% restocking fee - tell the customer to return the original item for a refund.
If you do not charge a restocking fee (which required evidence/photos) and the customer opens an A to Z claim then the system will automatically issue them a full refund as the return tracking will show you received the return but did not process a refund, always charge a 100% restocking fee in these cases.
If you wait for Amazon to auto-refund these returns to open a safe-t claim you are going to get hit with an A to Z 90% of the time. The system rarely ever issues an auto-refund in our experience and when it does, it's weeks after the return has made it back to you. The system is flawed and designed for you to fail, restocking fees are your only saving grace.
Seller_zMXHBtqA32RWO
Next time this happens, refund the buyer $1...
You won't be able to submit a Safe-T claim because you refunded $1 but if nothing gets worked out then you didn't have to refund the buyer the full amount and you just lose $1.
I don't really know if they would then be able to file an AZ claim because you technically issued a refund and that might prompt seller support to reach out to you and then you have more of a chance to plead your case outside of an AZ claim....try it and let me know if it works...
Seller_aEzr9PjpfpuxN
do not listed to mods the correct way t do this is issue a 99% restocking fee upload pictures and have it done with. never ever contact the customer they will always accuse you of lying or cheating then you get hit with these ridiculousness a to z claims
Seller_XKrRcjpW7oAWE
if you're asking if amazon will do anything about this or implement immediate changes no lol just look at the items that are returned , buyers know firsthand they will always receive a full refund from amazon.
Amazon approved this return and refunded the customer fully, its been 3 days so far from no answer from saftclaims , you'd think they'd be able to automatically detect something wrong, but to them this is fine.
Seller_zGoDlPZLneGhF
We have been dealing with this fraud as well, its rampant at the moment and only going to worsen as we move deeper into the holiday season.
No refund - 100% restocking fee - tell the customer to return the original item for a refund.
If you do not charge a restocking fee (which required evidence/photos) and the customer opens an A to Z claim then the system will automatically issue them a full refund as the return tracking will show you received the return but did not process a refund, always charge a 100% restocking fee in these cases.
If you wait for Amazon to auto-refund these returns to open a safe-t claim you are going to get hit with an A to Z 90% of the time. The system rarely ever issues an auto-refund in our experience and when it does, it's weeks after the return has made it back to you. The system is flawed and designed for you to fail, restocking fees are your only saving grace.
Seller_zGoDlPZLneGhF
We have been dealing with this fraud as well, its rampant at the moment and only going to worsen as we move deeper into the holiday season.
No refund - 100% restocking fee - tell the customer to return the original item for a refund.
If you do not charge a restocking fee (which required evidence/photos) and the customer opens an A to Z claim then the system will automatically issue them a full refund as the return tracking will show you received the return but did not process a refund, always charge a 100% restocking fee in these cases.
If you wait for Amazon to auto-refund these returns to open a safe-t claim you are going to get hit with an A to Z 90% of the time. The system rarely ever issues an auto-refund in our experience and when it does, it's weeks after the return has made it back to you. The system is flawed and designed for you to fail, restocking fees are your only saving grace.
Seller_zMXHBtqA32RWO
Next time this happens, refund the buyer $1...
You won't be able to submit a Safe-T claim because you refunded $1 but if nothing gets worked out then you didn't have to refund the buyer the full amount and you just lose $1.
I don't really know if they would then be able to file an AZ claim because you technically issued a refund and that might prompt seller support to reach out to you and then you have more of a chance to plead your case outside of an AZ claim....try it and let me know if it works...
Seller_zMXHBtqA32RWO
Next time this happens, refund the buyer $1...
You won't be able to submit a Safe-T claim because you refunded $1 but if nothing gets worked out then you didn't have to refund the buyer the full amount and you just lose $1.
I don't really know if they would then be able to file an AZ claim because you technically issued a refund and that might prompt seller support to reach out to you and then you have more of a chance to plead your case outside of an AZ claim....try it and let me know if it works...
Seller_aEzr9PjpfpuxN
do not listed to mods the correct way t do this is issue a 99% restocking fee upload pictures and have it done with. never ever contact the customer they will always accuse you of lying or cheating then you get hit with these ridiculousness a to z claims
Seller_aEzr9PjpfpuxN
do not listed to mods the correct way t do this is issue a 99% restocking fee upload pictures and have it done with. never ever contact the customer they will always accuse you of lying or cheating then you get hit with these ridiculousness a to z claims
Seller_XKrRcjpW7oAWE
if you're asking if amazon will do anything about this or implement immediate changes no lol just look at the items that are returned , buyers know firsthand they will always receive a full refund from amazon.
Amazon approved this return and refunded the customer fully, its been 3 days so far from no answer from saftclaims , you'd think they'd be able to automatically detect something wrong, but to them this is fine.
Seller_XKrRcjpW7oAWE
if you're asking if amazon will do anything about this or implement immediate changes no lol just look at the items that are returned , buyers know firsthand they will always receive a full refund from amazon.
Amazon approved this return and refunded the customer fully, its been 3 days so far from no answer from saftclaims , you'd think they'd be able to automatically detect something wrong, but to them this is fine.
