Fraudulent return with closed A-Z claim
Could we get an admin's input and help on how to appeal a fraudulent return with an A-Z claim that is closed (not "granted" status, "closed" status specifically)?
No option was given to appeal the A-Z claim. We cannot file a Safe-T claim, we receive an error that we cannot open a Safe-T claim since there is an A-Z claim. I have now attempted to open two cases, ID 17644037201 on 04/24 and 17779638981 on 05/21. My first case WAS NEVER REPLIED TO and is still sitting in transferred status. My second case rep is now telling me its too old to fight and I should give up.
Background: Customer opened a return request 03/22 for 'missing parts' (impossible as the product does not have parts). Order was returned 03/31. The customer sent us an email asking about the return 04/04, we responded 04/04 but the customer did not respond to our questions regarding the return. The item returned was not our item. We do not sell or carry the item returned, we could not have shipped it. The shipping package returned is not a package we use, we could not have shipped using that package. Customer filed an A-Z claim 04/06 and ADMITS the item was NOT missing parts, as their return request stated, in their A-Z claim saying "Is anything missing? No." and changes their reasoning for the A-Z claim to "Different from what I ordered". Claim was obviously opened by an Amazon rep. Claim was then "closed" 04/07 before we could respond. We were not given an option to appeal since it was "closed". Return request status states "Resolution-AutomatedRefund". So, the A-Z claim was closed and the customer was given an automated refund. We were debited for the credit to the fraudster and not able to appeal via Safe-T claim OR the A-Z claim.
This seems to be a conflict in Amazon's Safe-T claims system not allowing for a claim to be filed even though the A-Z claim case was "closed" specifically, it was NOT granted. We would like to get our money back, expose this fraudster, and have someone address this issue with the Safe-T claim. Normal seller support has not proven themselves capable of addressing this issue.
Fraudulent return with closed A-Z claim
Could we get an admin's input and help on how to appeal a fraudulent return with an A-Z claim that is closed (not "granted" status, "closed" status specifically)?
No option was given to appeal the A-Z claim. We cannot file a Safe-T claim, we receive an error that we cannot open a Safe-T claim since there is an A-Z claim. I have now attempted to open two cases, ID 17644037201 on 04/24 and 17779638981 on 05/21. My first case WAS NEVER REPLIED TO and is still sitting in transferred status. My second case rep is now telling me its too old to fight and I should give up.
Background: Customer opened a return request 03/22 for 'missing parts' (impossible as the product does not have parts). Order was returned 03/31. The customer sent us an email asking about the return 04/04, we responded 04/04 but the customer did not respond to our questions regarding the return. The item returned was not our item. We do not sell or carry the item returned, we could not have shipped it. The shipping package returned is not a package we use, we could not have shipped using that package. Customer filed an A-Z claim 04/06 and ADMITS the item was NOT missing parts, as their return request stated, in their A-Z claim saying "Is anything missing? No." and changes their reasoning for the A-Z claim to "Different from what I ordered". Claim was obviously opened by an Amazon rep. Claim was then "closed" 04/07 before we could respond. We were not given an option to appeal since it was "closed". Return request status states "Resolution-AutomatedRefund". So, the A-Z claim was closed and the customer was given an automated refund. We were debited for the credit to the fraudster and not able to appeal via Safe-T claim OR the A-Z claim.
This seems to be a conflict in Amazon's Safe-T claims system not allowing for a claim to be filed even though the A-Z claim case was "closed" specifically, it was NOT granted. We would like to get our money back, expose this fraudster, and have someone address this issue with the Safe-T claim. Normal seller support has not proven themselves capable of addressing this issue.
15 replies
Seller_u7IwWxchoZJ1V
Selfish bump. Trying to get admin assistance with issue. Or at least acknowledgement of Safe-T claim process issue stated. Seems to be a hole in Safe-T claim policy allowing fraud.@Glenn_Amazon @CR_Amazon@Dougal_Amazon@Joey_Amazon@Quincy_Amazon@Danny_Amazon@Topher_Amazon@SEAmod
Seller_u7IwWxchoZJ1V
Forgot to post Order ID 112-9077198-3892266
Seller_u7IwWxchoZJ1V
Come on mods. This is a slam dunk fraud case. Get another notch on your belt, easy. Super adult brownie points for getting the Safe-T claim error noted and fixed.
Seller_u7IwWxchoZJ1V
Are all the mods on vacation? Sure would be nice to get some help.
Seller_jkU8bO7JaRC6A
So sorry you had to go through that. I too have been through that, and keep going through it as well. This is how Amazon designed this system. They want it like this. Give the buyer everything and take it all from the seller, even when it is fraud. This system actually fosters fraud and everyone knows how to use it. This way the buyer is always happy no matter what. They just do not care about fairness, laws, right and wrong, or sellers. They only care about their bottom line, and themselves. There are always other sellers. That is how stupid we are as sellers. Yea, I have had enough of this garbage like so many of you have. It is amazing that they can get away with these kinds of law ignoring practices. We signed the bottom line and apparently that is what it comes down to.
Seller_u7IwWxchoZJ1V
Are you insinuating Amazon designed their system with infinite error loops to hide fraud and pad their sales numbers? Surely not. To do it on purpose could be considered aiding and abetting theft. No way Amazon would open themselves up to litigation like that. That could be a class action lawsuit, Amazon doesn't want that.
Maybe a mod can give us clarification and help with the issue. Surely this is just a programming error. There's definitely a line of code somewhere preventing a safe-t claim being opened if there is an A-Z claim opened, it should be if the A-Z claim is "granted". That simple change would fix my issue and give us an avenue to correct the theft and, hopefully, catch the crook. Amazon just doesn't know it is being abused. I'm sure a mod will see this eventually and take action. My timing is horrible after all, it is a holiday weekend. The mods are great, they'll get to it. Not like there's tons of other issues to get to.
Seller_u7IwWxchoZJ1V
4 days and no response from a mod? I take it mods are not allowed to touch A-Z claims anymore? So what are you allowed to help with?
Seller_zGoDlPZLneGhF
Did you charge a 100% restocking fee for the return being "Materially Different"?
Seller_u7IwWxchoZJ1V
Well happy day! Logged in this morning and the A-Z claim now says "Amazon funded". Don't know if it was a mod, or just the A-Z claims team, but someone at Amazon finally got around to looking at this case(s). Thank you Amazon team(s)! Hope the fraudster got busted and dealt with.
