MOD Help Please - A-to-Z Claim for return confirmed not delivered to us
I would appreciate a MOD's help if possible. A buyer requested a return for order 113-9489536-3013053 and Amazon generated a RMA and Return Label as usual. The tracking information of the return confirms that the package was delivered to a different city/state and not to us even thought the return label was generated by Amazon with our return address. The buyer filed an A-to-Z Claim on this order. We provided a response to the A-to-Z indicating that we did not receive the return and provided the tracking information for the Amazon generated return label and simply asked that the A-to-Z be funded by Amazon and that it not be counted against our defect rate...we lost that claim. We then appealed and we told that we lost because we "did not respond to the buyer’s return request" even though we did not receive the returned order. We then filed Case 16650323041 with this information and was told that the decision stands and that we are responsible for the entire order cost plus return label fee for something that we did not receive.
Additional info...normally, if we receive a return and do not refund/respond within 72 hours then Amazon will refund the buyer and we would have the option of filing a SAFE-T Claim but this did not happen and it went straight to A-to-Z.
I certainly do not think that this is fair that we did not receive a returned order and prove that we did not receive it but we are fully responsible for Amazon's own return label being delivered elsewhere.
Any advise?
2 replies
Quincy_Amazon
Hello @Seller_bVkRDjPSWYWEi
Thank you for posting your inquiry to the Forums and for providing that order and case ID number. I looked into the case and I am confirming that I have escalated the case to the partner team for additional review. I will monitor for updates and will relay the same. Please note that the partner team may reach out to you directly for additional information regarding the claim so please monitor your case log, performance notifications, and email address on file.
Regards,
Quincy_Amazon
MOD Help Please - A-to-Z Claim for return confirmed not delivered to us
I would appreciate a MOD's help if possible. A buyer requested a return for order 113-9489536-3013053 and Amazon generated a RMA and Return Label as usual. The tracking information of the return confirms that the package was delivered to a different city/state and not to us even thought the return label was generated by Amazon with our return address. The buyer filed an A-to-Z Claim on this order. We provided a response to the A-to-Z indicating that we did not receive the return and provided the tracking information for the Amazon generated return label and simply asked that the A-to-Z be funded by Amazon and that it not be counted against our defect rate...we lost that claim. We then appealed and we told that we lost because we "did not respond to the buyer’s return request" even though we did not receive the returned order. We then filed Case 16650323041 with this information and was told that the decision stands and that we are responsible for the entire order cost plus return label fee for something that we did not receive.
Additional info...normally, if we receive a return and do not refund/respond within 72 hours then Amazon will refund the buyer and we would have the option of filing a SAFE-T Claim but this did not happen and it went straight to A-to-Z.
I certainly do not think that this is fair that we did not receive a returned order and prove that we did not receive it but we are fully responsible for Amazon's own return label being delivered elsewhere.
Any advise?
MOD Help Please - A-to-Z Claim for return confirmed not delivered to us
I would appreciate a MOD's help if possible. A buyer requested a return for order 113-9489536-3013053 and Amazon generated a RMA and Return Label as usual. The tracking information of the return confirms that the package was delivered to a different city/state and not to us even thought the return label was generated by Amazon with our return address. The buyer filed an A-to-Z Claim on this order. We provided a response to the A-to-Z indicating that we did not receive the return and provided the tracking information for the Amazon generated return label and simply asked that the A-to-Z be funded by Amazon and that it not be counted against our defect rate...we lost that claim. We then appealed and we told that we lost because we "did not respond to the buyer’s return request" even though we did not receive the returned order. We then filed Case 16650323041 with this information and was told that the decision stands and that we are responsible for the entire order cost plus return label fee for something that we did not receive.
Additional info...normally, if we receive a return and do not refund/respond within 72 hours then Amazon will refund the buyer and we would have the option of filing a SAFE-T Claim but this did not happen and it went straight to A-to-Z.
I certainly do not think that this is fair that we did not receive a returned order and prove that we did not receive it but we are fully responsible for Amazon's own return label being delivered elsewhere.
Any advise?
2 replies
2 replies
Quincy_Amazon
Hello @Seller_bVkRDjPSWYWEi
Thank you for posting your inquiry to the Forums and for providing that order and case ID number. I looked into the case and I am confirming that I have escalated the case to the partner team for additional review. I will monitor for updates and will relay the same. Please note that the partner team may reach out to you directly for additional information regarding the claim so please monitor your case log, performance notifications, and email address on file.
Regards,
Quincy_Amazon
Quincy_Amazon
Hello @Seller_bVkRDjPSWYWEi
Thank you for posting your inquiry to the Forums and for providing that order and case ID number. I looked into the case and I am confirming that I have escalated the case to the partner team for additional review. I will monitor for updates and will relay the same. Please note that the partner team may reach out to you directly for additional information regarding the claim so please monitor your case log, performance notifications, and email address on file.
Regards,
Quincy_Amazon
Quincy_Amazon
Hello @Seller_bVkRDjPSWYWEi
Thank you for posting your inquiry to the Forums and for providing that order and case ID number. I looked into the case and I am confirming that I have escalated the case to the partner team for additional review. I will monitor for updates and will relay the same. Please note that the partner team may reach out to you directly for additional information regarding the claim so please monitor your case log, performance notifications, and email address on file.
Regards,
Quincy_Amazon
