Need help from a MOD regarding Amazon denying A-Z claim even though Customer clearly stated they received and wanted to be charged
Hello,
Still hoping a Moderator can assist with this ridiculous situation. Shipped order #113-1470741-1087462 to a buyer in Mexico, shipment got held up in Customs. Buyer put in A-Z claim for non-delivery, Amazon granted and took funds from me. Of course shortly after the buyer received his full refund he accepted the shipment from Customs. Thought he was just another scammer, but when I contacted him he said "I already received the package ! I requested to cancel the refund. Thank you." All of that was documented in the case, Amazon stated I needed to ask the Customer if it was OK for him to be charged, he responded, I followed up with details and.....request to overturn the A-Z claim was denied by Amazon. Why?
Buyer gets to keep the items for free even though he acknowledged receipt AND asked to have the refund canceled? We did NOTHING wrong, international orders can get held up in Customs, buyer received items and was happy, and I'm out merchandise, shipping and money.
Tracking Number: CJ152796772US
Latest Update Your item was delivered in MEXICO at 2:08 pm on August 22, 2024.
Please advise if there is any way to reappeal the completely unfair A-Z decision. Thanks! Mike--SMCC INc.
Details of A-Z Claim:
Customer issue: Package didn't arrive
Customer comments:
Ya pasó mucho tiempo y mi paquete no llega.
Claim items:
2 of 2 2023/24 Topps Chrome UEFA Club Competitions Soccer Value Box
Product Amount: USD 139.78
Order details: USD 139.78 (113-1470741-1087462) July 24, 2024
Refunds: USD 139.78
Shipping details:
Package 1 - USPS (CJ152796772US) July 25, 2024
Why is this happening? The customer claimed an issue with delivery for their order and the trackin… Show more
Your Appeals:
August 23, 2024
Hello, Shortly after the buyer received his full refund he accepted the shipment from Customs: Tracking Number: CJ152796772US Latest Update Your item was delivered in MEXICO at 2:08 pm on August 22, 2024. Perhaps that was innocent, or perhaps he put in a "not received" claim to get his money back and then took the package "for free". As the order has been delivered and the items have not been returned the claim should be overturned and payment reinstated. Thank you for looking into this matter! Mike--SMCC Inc.
August 28, 2024
[Seller appeal correspondence] Buyer emailed me on Aug 28, 2024 at 1:30 AM I already received the package ! I requested to cancel the refund. Thank you. So the buyer has made a direct request to have the payment reinstated to us. Thanks. Mike--SMCCI
Need help from a MOD regarding Amazon denying A-Z claim even though Customer clearly stated they received and wanted to be charged
Hello,
Still hoping a Moderator can assist with this ridiculous situation. Shipped order #113-1470741-1087462 to a buyer in Mexico, shipment got held up in Customs. Buyer put in A-Z claim for non-delivery, Amazon granted and took funds from me. Of course shortly after the buyer received his full refund he accepted the shipment from Customs. Thought he was just another scammer, but when I contacted him he said "I already received the package ! I requested to cancel the refund. Thank you." All of that was documented in the case, Amazon stated I needed to ask the Customer if it was OK for him to be charged, he responded, I followed up with details and.....request to overturn the A-Z claim was denied by Amazon. Why?
Buyer gets to keep the items for free even though he acknowledged receipt AND asked to have the refund canceled? We did NOTHING wrong, international orders can get held up in Customs, buyer received items and was happy, and I'm out merchandise, shipping and money.
Tracking Number: CJ152796772US
Latest Update Your item was delivered in MEXICO at 2:08 pm on August 22, 2024.
Please advise if there is any way to reappeal the completely unfair A-Z decision. Thanks! Mike--SMCC INc.
Details of A-Z Claim:
Customer issue: Package didn't arrive
Customer comments:
Ya pasó mucho tiempo y mi paquete no llega.
Claim items:
2 of 2 2023/24 Topps Chrome UEFA Club Competitions Soccer Value Box
Product Amount: USD 139.78
Order details: USD 139.78 (113-1470741-1087462) July 24, 2024
Refunds: USD 139.78
Shipping details:
Package 1 - USPS (CJ152796772US) July 25, 2024
Why is this happening? The customer claimed an issue with delivery for their order and the trackin… Show more
Your Appeals:
August 23, 2024
Hello, Shortly after the buyer received his full refund he accepted the shipment from Customs: Tracking Number: CJ152796772US Latest Update Your item was delivered in MEXICO at 2:08 pm on August 22, 2024. Perhaps that was innocent, or perhaps he put in a "not received" claim to get his money back and then took the package "for free". As the order has been delivered and the items have not been returned the claim should be overturned and payment reinstated. Thank you for looking into this matter! Mike--SMCC Inc.
August 28, 2024
[Seller appeal correspondence] Buyer emailed me on Aug 28, 2024 at 1:30 AM I already received the package ! I requested to cancel the refund. Thank you. So the buyer has made a direct request to have the payment reinstated to us. Thanks. Mike--SMCCI
0 replies
Seller_ImP1urpxemf0A
You should now file a SAFE-T claim with Amazon to receive the refund
Joey_Amazon
Hello @Seller_zn7tpix66ls7i,
Thank you for participating here at the forums!
Based on the information you have shared, please allow me to review your case with our internal team.
While I work on your case I will share here best practices on how to appeal an A to Z Claim.
Thank you,
Joey
