A-Z Claim and Refunds due to Late Delivery or Defect Rate But customer did not return item
We are experiencing a number of customers recently that are granted with auto-refund, but they don't return our items.
Here are some examples:
Scenario 1: A-Z claim - Late delivery by courier vs. estimated delivery date
We promptly replied to customer that we will check the status with UPS because the shipment is not moving. But after 1-2days, tracking shows it was already delivered. So we contacted him and asked if he wants to keep the product or not. We sent him a prepaid label to return the item in case he doesn't want to keep the item. However, he is not responsive. Instead, he filed an A-Z claim stating that it was delivered late. We understand that Amazon granted the refund due to late delivery. But how can we retrieve the item? It costs $199.99. Customer is no longer responsive even after we sent a follow-up for the return.
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Scenario 2: 1 is correct and 1 item is wrong; but customer was granted FULL REFUND, should be PARTIAL ONLY
Customer ordered 2 items, 1 is correct and 1 item is wrong. Amazon granted auto refund for BOTH items eventhough only 1 is wrong. They granted the auto-refund due to "defect rate". However, if we will check the defect rate, it is a low rating since we only have few orders for that product, so even only 1 defect can make the rating low.
But setting that aside, our main concern is Amazon refunded both items and customer did not return even one product. We sent him a prepaid label so he can return the wrong product (that is our agreement. he wants a refund for the wrong item). However, Amazon refunded both items and customer is no longer responsive even after we sent a follow-up for the return.
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Our appeals got rejected and I opened cases for each scenarios to request to reconsider.
What to do next? What can we do for Amazon to approve our appeal?
We hope we can retrieve our items or charge back the refund since the customers kept the items.
A-Z Claim and Refunds due to Late Delivery or Defect Rate But customer did not return item
We are experiencing a number of customers recently that are granted with auto-refund, but they don't return our items.
Here are some examples:
Scenario 1: A-Z claim - Late delivery by courier vs. estimated delivery date
We promptly replied to customer that we will check the status with UPS because the shipment is not moving. But after 1-2days, tracking shows it was already delivered. So we contacted him and asked if he wants to keep the product or not. We sent him a prepaid label to return the item in case he doesn't want to keep the item. However, he is not responsive. Instead, he filed an A-Z claim stating that it was delivered late. We understand that Amazon granted the refund due to late delivery. But how can we retrieve the item? It costs $199.99. Customer is no longer responsive even after we sent a follow-up for the return.
-------------------------------
Scenario 2: 1 is correct and 1 item is wrong; but customer was granted FULL REFUND, should be PARTIAL ONLY
Customer ordered 2 items, 1 is correct and 1 item is wrong. Amazon granted auto refund for BOTH items eventhough only 1 is wrong. They granted the auto-refund due to "defect rate". However, if we will check the defect rate, it is a low rating since we only have few orders for that product, so even only 1 defect can make the rating low.
But setting that aside, our main concern is Amazon refunded both items and customer did not return even one product. We sent him a prepaid label so he can return the wrong product (that is our agreement. he wants a refund for the wrong item). However, Amazon refunded both items and customer is no longer responsive even after we sent a follow-up for the return.
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Our appeals got rejected and I opened cases for each scenarios to request to reconsider.
What to do next? What can we do for Amazon to approve our appeal?
We hope we can retrieve our items or charge back the refund since the customers kept the items.
0 replies
Seller_0rXAME9V4LQSx
At any time amazon can and will give the customer a refund without them needing to return the items in the name of "customer satisfaction"
If you contact customers, which is against policy, and they complain, amazon considers that an A to Z claim and they will again refund the money without needing a return.
You may want to take some refresher courses at seller university.
Danny_Amazon
Hello @Seller_HVToxd4cWAqfq- thanks for detailing this here on the forums. I do notice that there are other forums accounts with your same name in other regions, so if these situations are related to orders in Canada, you can post in the Canada forums for direct assistance!
There are many factors that go into the A-to-Z Claim process that may result in instant refunds being issued to customers. If these orders are from the US, could you share the two Order IDs so I can take a closer look?
Thanks!
