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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.
15 replies
Seller_SwdMXeLZ0ANud
@Ange_Amazon could you please have a look? Many thanks
order: 171-2568270-4865130
Seller_CJjIUGWJZIDbW
The moderators can only help you if you enter a case or order number.
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
