Countries
Read only
Item not returned, customer still wins a-z claim
We have an order that the customer returned. They provided tracking information, however tracking shows the item was damaged in transit and not delivered to us. The customer filed an a-z claim and won the claim. Amazon says tracking confirms delivery back to us. However tracking DOES NOT confirm delivery. It clearly says it has not been delivered. When we appeal this, amazon responds and says "Although we understand your position, we stand by our decision." We've appealed the case, created help cases, and this is the same response we've gotten 3 times in a row.
What can we do? Is there anyway to get amazon to take care of this?
13 replies
Seller_OvL8C4BJWiuS9
Take care of what exactly? Of course they would win the claim, it was "scanned" to be returned. Not the buyers fault you haven't received it.
Seller_cnimziPeLYQpT
We had a similar situation. we filed a claim with UPS directly and used the invoice as proof of sale and cost of the item. and shipping lost. We had to do a little calling back and forth with UPS, but it was paid out.
Seller_5PImtw3LGJA1w
In normal business I would file a claim against the carrier but I am unsure what to do in this situation also. I guessed that amazon would cover the Seller and facilitate this. Our customer has already been given $400 and we have nothing, no evidence, no product. Its been over a month...
Seller_O4i29fpwSrNoR
For what it's worth over the weekend I got a ding for an A-Z. The customer sent the item back, but I never received it, yet tracking shows it was received. I only work for myself and I know 100% I didn't get it. There is nothing I can do.
Sometimes on Amazon you gotta take the ding. My idea with Amazon is you cannot control much, so when I get a hit to my account that TRULY is not my fault....you just gotta take it sometimes, saturate your sales with possible promotions or sales to dilute the percentage and keep it healthy the best ways you can.
If your account is still in good standing forget it and move on. You can waste time trying to figure it out or you can take the time and move forward and focus on what is coming rather than what has passed.
Joey_Amazon
Hello @Seller_dycBqio9maXOP,
Thank you for posting here at the forums! If you wish, please share the Order ID or Claim ID associated with this order. I would like to take a look and determine if you have any other options with this issue.
Thanks,
Joey
Similar Discussions
