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.
18 replies
Seller_SwdMXeLZ0ANud
@Ange_Amazon could you please have a look? Many thanks
order: 171-2568270-4865130
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?
Seller_IWEqGHKoDPqG7
@Jona_Amazon You should change the answer a little bit. It is super confusing, Amazon's, and your answer also suggest that there are more options than just one way.
"You have to have a local return adress or you have to have a local carrier contract who is accepted by amazon"
That is the thing.
Amazon changed the system, the reply sentenc is just a fractal of the past. There is no possebillity to reply or even react to the returncase anymore.
Seller_IWEqGHKoDPqG7
No, only a part. I think it is item related percentage of the fee they keep
Seller_SwdMXeLZ0ANud
Hi June,
thank you for your reply.
Correct me if I´m wrong but isn´t it Amazon who generate the return label based on the return request?
I had previous cases where customer asked Amazon to provide return label and Amazon did and deducted the price from my account. I wasn´t even included.
However, if you could explain how I can generate Amazon prepaid label, I´m more than happy to handle myself.
Many thanks
Jona_Amazon
Hi @Seller_SwdMXeLZ0ANud,
you can use a prepaid label from your carrier and upload it as described in these steps. Please keep in mind the following requirements for prepaid labels.
If you are interested in Amazon Prepaid Return Labels, you can find more information here.
Best,
Jona
Seller_SwdMXeLZ0ANud
Hi Jona,
As I´m getting returned items without providing return label from my side, I suppose I have Amazon Prepaid Return Labels activated. Are you able to verify?
That is why I´m surprised that I have to provide it.
Jona_Amazon
Hi @Seller_SwdMXeLZ0ANud,
you can check in Seller Central if you have this funtion activated under Account Info > Shipping and Returns Information > Return Address. There you will see a table and you will be able to check if you are enrolled in Amazon Prepaid Return labels, as well as which Label Type you are using in each Marketplace.
Best,
Jona
