A-Z claims for no reason
Order 114-3646746-4749828
We sell this product regularly. This didn't suit customers needs so he wanted to send it back and opened a return request. Return requests are automatically approved.
Customer opened a A-Z claim the next day. I disputed this stating that customer just needs to use the approved return request and send it back and there isn't any need for a A-Z Claim. Amazon denied me and reason being as that I did not reply to the return request in time. There isn't anything to reply to? The return request is automatically approved and there isn't even a place for me to really communicate with the customer on this. I don't understand how a simple return gets approved for a A-Z and then I am punished on metrics and automatically refunded on something that should not have even been allowed on a A-Z claim. This is a very simple thing, customer just needed to return it. We where no fighting or disputing them at all, just simply follow the return process.
3 replies
Seller_WlO1lHrAn27ag
I got the same situation here. Buyer opened a A-Z claim after a return request which is automatically approved. The funny thing is issue claimed as Package didn't arrived. If the package didn't arrived, how can the customer open a return request?
And still they allowed customer to file the A-to-Z claim and rejected our appeal. Given a reason that we didn't reply to customer's return request within 48 hours. Return request is always auto authorized, so customers have no reason to contact seller after they got authorized, that means we have nowhere to reply to. Simple logic and the claim team use this to reject seller appeal. How irresponsible!
The true story is we did contact the buyer at the same day submitted the return request and offered a solution. after communicated with the buyer, we finally knew what was the trigger that pushed the buyer to file a A-to-Z. That was becuase the buyer took another order and Amazon sent him a wrong product which is not even our product (simply judged by the Brand name). The customer's project got delayed. I can totally understand this customer. But we 3rd party seller burden the customer's anger, which was Amazon's fault. And the result is we ate the ODR metric. FAIRNESS IS A JOKE HERE. They hold the power and gave us no choice. Simply keep rejecting us by non-sense reason and even cancel the appeal button to stop us.
Joey_Amazon
Hey @Seller_31rln9XBTnAVX,
This is a duplicate post from this one here. Please moving forward refrain from making duplicate post as this goes against our Community Guidelines.
I will close this thread as we are already assisting you on the original post.
Thanks,
Joey
