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Customer fully refunded after filing a False A-Z claim
The customer was given a full refund after filing a false A to Z Claim. The customer ordered 4 panties(3 SMALL and 1 Large). We sent the customer 3 panties (2 SMALL and 1 LARGE) and we refunded the missing SMALL panty since we did not have it in stock. in addition, on the packing, we wrote a note and explain to them the reason why they received 3 panties instead of the 4 panties they ordered, and we also added to the note that the missing item was fully refunded. The customer messaged us that she only received 3 panties and that she wants the fourth item to be refunded. We replied telling her why she was sent 3 panties, we also told her the missing item was refunded in full. In addition, we sent her a screenshot of the order details and we highlighted the item that was fully refunded including the $40 amount that shows refunded on Amazon. The customer went ahead and file a A to Z Claim for the missing item, but they were given a full refund. The customer also requested to return one panty, which has not been returned yet, and despite all of that Amazon went ahead and give the customer a full refund. In Short, The customer is supposed to be refunded $40 for the missing panty which we already did, and not $200 which is the full price of the 4 PANTIES.
Here is the customer's comment when they filed a claim: Customer comments:
Customer comments: Is anything missing? Yes. What's missing? The package arrived but an item is missing. Reason Code: NOT_RECEIVED
However, Amazon went ahead and refund the customer ALL FOUR ITEMS, although the customer claimed not receiving ONLY ONE PANTY which again we have already refunded. So now the customer was given a full refund and never returned any of the 3 panties we sent them. We appealed the case and it was rejected for no reason.
Here is the order # 111-6731768-4653812
0 replies
Seller_4zBzdtgCyS9EI
you said you refunded...but did you CANCEL that part of the order? Because that is what you have to do, according to policy. You can't mark it shipped and then refund it. You have no protection.
Seller_Sram36TnVt73c
if you can not ship exactly what the customer ordered, you should cancel the entire order.
don't make your error their problem. you have wasted their time.
Quincy_Amazon
Hello @Seller_vo9hUXXH3IKkk
Thank you for posting your inquiry to the Forums and for providing that order ID number. I am looking into it and will respond with any findings.
Regards,
Quincy_Amazon
Quincy_Amazon
Thank you for your patience. I am confirming that I have escalated your case for additional review. I will continue to monitor the case on my end and will provide any updates I receive. Please note that the team may reach out to you directly so please continue to monitor your case log, performance notifications, and email address on file.
Regards,
Quincy_Amazon
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