AtoZ Claim Granted For an Out of Policy Return Because We Didn't Respond in 48 Hours
Amazon raised an out of policy return request for an item worth $449 and it said "Ordered wrong style/size/color" and the buyer comment said "no comment". The order was from 60 days ago.
The request said, Authorize Request or Close Request. I went to the authorization and went to close the request because it was outside of the 30 days and the reason wasn't clear. I got an error message saying "system issue, try again in 15 mins" and couldn't get past that after trying a few times. So i left it. I thought i was in my rights to leave it, it was out of policy and no reason or comment was given. It wasn't faulty or anything and the customer hadn't left a comment.
Well today Amazon have granted an AtoZ claim and refunded the customer in full "because we didnt respond to the return request within 48 hours" a deadline which was never given to me. The customer has given a sob story in the claim attempting to say that they had only just read the instruction manual and there was a feature that it didn't have that he thought it had and that the listing "leads you to think' it has. The listing doesn't suggest anything of the sort. Either way, if it had been communicated properly then this could have been avoided, i might have even accepted the return. Amazon also need to make it clear that they will refund the customer if you don't reply to the request within 48 hours! Despite the fact that i couldn't because it gave me the error message.
Long story short, the customer gets a free $449 item because they read the instruction manual 60 days after purchase, thought that it had a feature that it doesn't have listed and wanted a refund.
The game gets harder by the day.
AtoZ Claim Granted For an Out of Policy Return Because We Didn't Respond in 48 Hours
Amazon raised an out of policy return request for an item worth $449 and it said "Ordered wrong style/size/color" and the buyer comment said "no comment". The order was from 60 days ago.
The request said, Authorize Request or Close Request. I went to the authorization and went to close the request because it was outside of the 30 days and the reason wasn't clear. I got an error message saying "system issue, try again in 15 mins" and couldn't get past that after trying a few times. So i left it. I thought i was in my rights to leave it, it was out of policy and no reason or comment was given. It wasn't faulty or anything and the customer hadn't left a comment.
Well today Amazon have granted an AtoZ claim and refunded the customer in full "because we didnt respond to the return request within 48 hours" a deadline which was never given to me. The customer has given a sob story in the claim attempting to say that they had only just read the instruction manual and there was a feature that it didn't have that he thought it had and that the listing "leads you to think' it has. The listing doesn't suggest anything of the sort. Either way, if it had been communicated properly then this could have been avoided, i might have even accepted the return. Amazon also need to make it clear that they will refund the customer if you don't reply to the request within 48 hours! Despite the fact that i couldn't because it gave me the error message.
Long story short, the customer gets a free $449 item because they read the instruction manual 60 days after purchase, thought that it had a feature that it doesn't have listed and wanted a refund.
The game gets harder by the day.
12 replies
Seller_ImP1urpxemf0A
I would open a SAFE-T claim if the buyer was refunded and no item was returned.
Seller_rGcQW1yb6ZWbC
Amazon gives you 48 hours to respond to a return request. I get that you tried, but were unsuccessful. It begs the question though, why didn’t you follow up on it? The message said it didn’t go though and to try again in 15 minutes? You had 192 chances to try again. For an order of that value, you didn’t think to check after a few failed attempts?
I know it can be hard to find Amazon’s policies on everything, but their AI can answer most questions such as, “How long do I have to respond to a return request?” That little 3-star icon in the upper right corner is a wealth of information. I’m sorry to be a hard nose, but there is no reason not to know Amazon’s policies when they can be right at your fingertips.
I’m sorry this was such an expensive lesson. When you get that message, don’t give up. Come back a few hours later, just don’t give up.
And I get your buyer can’t read. That stinks.
Seller_RnoJYdlqCE5Tw
can any mods help on this? I tried to contact the customer but now they have the item and the refund they don't want to communicate.
@Abbie_Amazon@NR_Amazon@Josh_Amazon@Joey_Amazon
Joey_Amazon
Hello @Seller_RnoJYdlqCE5Tw,
Thank you for posting here at the Seller Forums.
Do you have evidence the product was delivered ? If so I might be able to connect with our internal team to review your claim once again.
- Joey
Seller_ROxJ4OZk0C6Ra
Hello sellers,
I want to share a real case and see if others are facing similar problems on Amazon France marketplace.
Order Number: 402-9187605-1355553
In this case:
• Shipment was fulfilled using Amazon Buy Shipping
• Package was shipped on time
• Tracking information was fully updated in the system
• Carrier tracking shows the parcel was successfully delivered to the buyer’s mailbox in France
• Carrier provided proof of delivery photos and delivery certificates
Logistics records also show the parcel went through normal shipping stages including international transit, customs clearance, local carrier transfer, and final delivery.
However, the buyer simply claimed "Not received" without providing any supporting evidence such as carrier investigation reports or police reports.
Despite providing:
• Delivery proof
• Carrier certificates
• Communication records with the buyer
The A-to-Z Guarantee claim was still resolved in favor of the buyer, and the seller was required to issue a refund.
This is extremely concerning, especially for custom-made products and low-value parcels delivered to mailbox addresses in France.
My question to other sellers:
Have you experienced similar A-to-Z decisions on the French marketplace?
Do you think mailbox delivery is too risky even when using Amazon Buy Shipping?
How do you protect your account from repeated NOT_RECEIVED claims?
Looking forward to hearing your experiences and suggestions.
