On ORDER 701-6076646-2579464, a customer purchased an item on September 4th. The item was shipped on September 5th with a delivery window of September 10th to Sept 16. The item was delivered on September 11th with signature on Canpar tracking D420352470000066275001. A Return request was created on Septmeber 17th and we approved the return request within 24hours on September 18th. The customer returned the item on Purolator tracking 334930462125 and we received it on September 23rd. Then the customer immediately opened an A-Z claim on September 24th stating that the item was not refunded. We haven't even gotten to the return as we have 72 hours window to issue the refund according to Amazon after an item has been received for inspection. We refunded the customer immediately on September 24th, however, our Order Defect Rate was counted since she opened the claimed. She should not have been able to start an A-Z claim as the item had only been returned for 24 hours. The ODR should not have been counted as the return was returned in less than 24 hours and we hadn't got to the inspection of the return yet and not to mention we refunder her immediately. Therefore the ODR should not have been claimed against us. Please Review.

Where did we go wrong? Why was our ORD been impacted?

I contacted Seller Supporter on original Case ID 16217269791 and then it was transferred to Case ID16326661511

When you receive a return of an item returned in poor condition/damaged or the return of a wrong product, do you return it to the customer if they request it ? Can I request a prepaid return label from the customer ?

I would like to know what you think about it. Thank you all.

ORD 701-6603044-1176267

The customer submitted a return request for an electric scrub mop valued at 239.99 plus HST.

We authorized the return and provided the customer with a prepaid return label to return the product.

Upon receiving and inspecting the returned item, we noticed that the product did not match the one that was originally shipped to the customer. Specifically:

The serial number on the returned mop does not match the serial number on the box that was sent.

The item you returned is not the same model as the one we shipped and appears to be an old used mop.

We contacted the customer by phone to follow up, but the customer was caught off guard and hung up on us when presented the above findings.

This is a clear case of fraud. We have refused the refund, but will never cover the $50 return shipping that we paid on this package. Is there any way to report the customer to Amazon for investigation? Is there a fraud department that can look into this?