Help! Customer isn't returning product, shipping label was bought through paypal, SAFE-T claims denied
Is there anything I can do?
A customer's package arrived late due to major USPS delays. They contacted Amazon while it was in transit and asked for a refund. The customer was very rude to me though messaging. I apologized and made sure they knew it was out of my control. I told them I would issue a refund as soon as I received the item. Amazon went ahead and issued the refund while the item was in transit. After the item arrived, I sent the customer a couple of messages, and they have been unresponsive and have kept my items. I filed SAFE-T claims for both items and they were denied immediately because the shipping label was purchased through PayPal.
The only reason I bought the label through PayPal is because the customer had drop off instructions in their address and the label wouldn't haven been in the proper format.
Amazon responded saying they can't do anything because I didn't buy the shipping through them.
Ugh. How is this right?
Help! Customer isn't returning product, shipping label was bought through paypal, SAFE-T claims denied
Is there anything I can do?
A customer's package arrived late due to major USPS delays. They contacted Amazon while it was in transit and asked for a refund. The customer was very rude to me though messaging. I apologized and made sure they knew it was out of my control. I told them I would issue a refund as soon as I received the item. Amazon went ahead and issued the refund while the item was in transit. After the item arrived, I sent the customer a couple of messages, and they have been unresponsive and have kept my items. I filed SAFE-T claims for both items and they were denied immediately because the shipping label was purchased through PayPal.
The only reason I bought the label through PayPal is because the customer had drop off instructions in their address and the label wouldn't haven been in the proper format.
Amazon responded saying they can't do anything because I didn't buy the shipping through them.
Ugh. How is this right?
16 replies
Seller_XbpZ9KI6Xc8yr
@Danika_Amazon@Topher_Amazon Please help.
Tatiana_Amazon
Hi @Seller_XbpZ9KI6Xc8yr,
Just coming across your post here. I wanted to get some clarification of the situation before I provide any advice.
Did Amazon issue the refund while the item was still in transit to the customer, or did they issue the refund while the item was in transit back to you?
Additionally, did the buyer issue an A-to-Z claim?
Once I know the answers to these questions I'll be able to offer better guidance.
Tatiana
SEAmod
Hello @Seller_XbpZ9KI6Xc8yr
I am posting here to let you know that I am following your case while my teammate, Tatiana, is away. I nudged the business team today. If I get their reply, I will update you here.
