A - Z Claim for a return
We believe Amazon Support are directing customers to open A - Z Claims for return requests. Unfortunately we sent the wrong product by mistake. As soon as we realized our error we dispatched the correct order and messaged the customer with the new tracking number and informing her she can keep the first item. We also amended the tracking reference to be the correct one on the order page. On receipt of the first item, she opened an A - Z claim. We responded to the claim informing that the correct order was currently out for delivery with the tracking number (which we had amended on the order details). Amazon upheld the claim. The order was delivered to the customer 12 hours later, which she signed for. In summary: the order was confirmed received two days before the earliest delivery deadline, and one month before the final deadline. The customer has not responded to any of our messages. We assume that, as in all previous A - Z cases, any appeal will be rejected by Amazon without any explanation so assume there is no point in trying. Can anyone advise?
A - Z Claim for a return
We believe Amazon Support are directing customers to open A - Z Claims for return requests. Unfortunately we sent the wrong product by mistake. As soon as we realized our error we dispatched the correct order and messaged the customer with the new tracking number and informing her she can keep the first item. We also amended the tracking reference to be the correct one on the order page. On receipt of the first item, she opened an A - Z claim. We responded to the claim informing that the correct order was currently out for delivery with the tracking number (which we had amended on the order details). Amazon upheld the claim. The order was delivered to the customer 12 hours later, which she signed for. In summary: the order was confirmed received two days before the earliest delivery deadline, and one month before the final deadline. The customer has not responded to any of our messages. We assume that, as in all previous A - Z cases, any appeal will be rejected by Amazon without any explanation so assume there is no point in trying. Can anyone advise?
10 replies
SEAmod
Hello @Seller_DwmKKhbcp4fCC
You should appeal the A-to-z claim with your facts.
On the side, let me draw your attention to a couple of mistakes you made handling the situation. You sent the wrong product and should have approved a return and then refunded when you got the item back. If the buyer still wanted the original product, they should place a new order. Without a new order, Amazon has no recognition of a second order because it was done outside the system.
Thank you for selling on Amazon.
Susan
