What happens if I do not refund a customer after 48 hours?
ddiscussion
Can anyone tell.me what happens if I do not refund a customer after 48 hours and I just leave it open? Will amazon automatically refund the full amount? If so, can I then file a safe-t claim? If amazon automatically refunds the buyer can that buyer open an A to Z claim and how does it affect my Order Defect Rate?
What happens if I do not refund a customer after 48 hours?
ddiscussion
Can anyone tell.me what happens if I do not refund a customer after 48 hours and I just leave it open? Will amazon automatically refund the full amount? If so, can I then file a safe-t claim? If amazon automatically refunds the buyer can that buyer open an A to Z claim and how does it affect my Order Defect Rate?
5 replies
Seller_DdmPiA1p1S2Wu
If you do not refund the buyer after 48 hours, Amazon will issue a full refund to the buyer. This probably won't happen right at 48 hours, however, it seems to usually take around a week to happen. Once Amazon refunds it then yes, you can file a SAFE-T claim. During the week or so you are waiting, the buyer could get tired of waiting and file an A-Z claim which you would lose and it would count against your metrics. If this happens you also can no longer file a SAFE-T claim. Amazon puts us in a very bad situation with buyers who choose false return reasons on items that don't get a RFS (Refund First Scan) because we are faced with the situation of having to eat the return shipping cost or not refund for around a week waiting for Amazon to refund during which time we may get hit with an A-Z claim.
Tatiana_Amazon
Hi @Seller_MuaefgOcJTO01,
Tatiana from Amazon here. @Seller_DdmPiA1p1S2Wu already gave an excellent summary of the merchant-fulfilled returns process so I just wanted to provide some supporting resources:
- To confirm, Amazon will typically issue a refund on your behalf if one is not issued with 48 hours of the return being received. Take a look at the first note on this help page.
- Refund at first scan is determined by the price of the product and a few other criteria. You can read more about that here and here.
- If you feel there is an issue with an item that was returned, you can refund based on our restocking fee guidelines.
- Buyers are eligible to file an A-to-Z claim if return requests are not answered within 48 hours.
- An order may be eligible for a Safe-T claim if the refund is processed by Amazon on your behalf.
Like I said, TNValleyProducts already provided the exact information you needed so I hope these resources linked above help to supplement that information.
Tatiana
