AtoZ - customer lied, Amazon accepted
Hello all,
I would like to share a case with you and ask you if you could give me any advice on how to handle it.
Customer asked for return of product - incorrect item ordered. He even wrote that I don´t need to worry about anything, it´s still in original packaging. I have replied immediately and gave him instructions how to return the product.
Customer never replied and few days later opened AtoZ claim stating that product was never received.
I have appealed this AtoZ with POD and also mentioned to Amazon that in AMAZON messages, he can see that customer was asking for return and clearly states that the product was delivered.
However, Amazon refunded customer and I don´t have money, I don´t have the product but what I have is RISK of DEACTIVATION due to account health metrics.
14 replies
Seller_SwdMXeLZ0ANud
@Ange_Amazon could you please have a look? Many thanks
order: 171-2568270-4865130
Jona_Amazon
Hello @Seller_SwdMXeLZ0ANud,
thanks for sharing the order ID. I have checked the claim, however, the decision cannot be revoked as you have not provided a local return address for the buyer. Please remember to provide a local return address or a prepaid returnlabel for international returns.
Best,
Jona
Seller_SwdMXeLZ0ANud
Jona,
let me remind you that I do not have to provide local return address as long as I´m paying for return of the product.
How can Amazon accept claim "Item not received" if customer asked for return stating that he ordered incorrect product? This is what is called THEFT from Amazon.
Jona_Amazon
Hi @Seller_SwdMXeLZ0ANud,
in this case you would still need to provide a prepaid return label.
You can find the information on this helppage: Customer returns for international sales.
Best,
Jona
Seller_SwdMXeLZ0ANud
Hi Jona,
I´m fully aware of this.
This is the information I´m sending to every customer who wants to return the product:
"Hello,
we have received your request for a product return. You can do so in 3 ways:
1. Use the prepaid Amazon label.
2. Send the product to our address along with the shipping invoice, and we will reimburse you.
***our address***
3. We will send a courier to pick up the product. Just pack the item and hand it over to the courier.
Please let us know which option works best for you.
Thank you.
Jona_Amazon
Hi @Seller_SwdMXeLZ0ANud,
I understand, however a claim will be automatically granted if:
"You authorized the return request with an international return address but failed to provide a prepaid return label or failed to agree to a returnless refund, within 48 hours of receiving the return request."
Please check the following helppage: About A-to-z Guarantee Claims.
Best,
Jona
Seller_SwdMXeLZ0ANud
Hi June,
thank you for your reply.
Could you please specify what exactly means "You authorized the return request with an international return address but failed to provide a prepaid return label"
When I receive return request (or any other message), I react within 1-3 hours. For returns I offer to the customer 3 options how to return the product the way that shipping costs are paid by myself.
Once AtoZ claim was accepted with reason that I did not reply within 48 hours which is not true. I´m sure you can verify that via my metrics.
Seller_IWEqGHKoDPqG7
Moin, Moin,
Anyways - If you fail to have the correct form, amazon will grant the AtoZ for the customer.
This sentence means: You have to provide the prepaid return label in the return request.
With the "automated return request authorisation" you have to provide a "valid prepaid returnlabel tracking no." at the moment of the authorisation (you need a carrier account).
Amazon change the options. But die dealerservice has no idea about. So they wrote that you fail.
I claimed a serveral times, but they do not care. Even twice in the forum
In the past you were able to provide a prepaid returnlabel inbetween 48h after the customer returnrequest. But that is not possible anymore. So If you have no carrier account who is accepted by german amazon, you cannot fullfill this condition. Thats it.
Amazon does not care if you want to be nice to the customer, or that you provide a better service. You need to have the 100% correct form. There must be the trackingno of the returnlabel at the moment of the returnrequst. If you cannot provide, the AtoZ will be granted.
You can't. That is a sentence which does not fit to the new forms. It means that you should provide the returnlabel trackingcode in in the retunrcase inbetween 48h. The sentence only applies to the returncase But this option is not provided anymore, you cannot reply in the Retunrcase anything, beside a full refund. They do not care if you are generally writing with the customer.
In general I did not find a solution for us yet:
- Amazon does not allow to authorise a return request manual, if it is not my homecountry.
- Amazon does not allow to use my carrier interface in other EU countries (DHL)
- Amazon does not allow to upload my prepaid returnlabel to the retunrrequest
- Amazon does not care if you provide something better than their system (we provided a returnlabel sticker in the box)
In the end: You will always loose a AtoZ claim, because Amazon makes you unable to provide a returlabel in a form they want to have it. I'm pretty shure that is illegal, but as usual: Amazon does not care, and we are to small to sue. I think we will stop selling international on Amazon.
Jona_Amazon
Hi @Seller_SwdMXeLZ0ANud,
it is not only about replying within 48 h, but the customer will have to have a local return address from you in this time or a prepaid return label.
Best,
Jona
Seller_phhGJjWJxnxIB
Does Amazon return all fees they took from the sale?
