I won my A-to-z Guarantee claim & Amazon has not refunded me
We won A-Z claims for 3 cases and we still haven't receive the refunds.
I phoned and webchat with Amazon Seller Support numerous times and also created 8 cases in the last 5 months. All these cases have been transferred to the claims team. However, we never receive any replies from them. I just webchat with Amazon Seller Support today about these 3 refunds (case id ID 15274618051), and they replied "I am sorry, the team that handles this type of issue is not available on chat. I will have to transfer your case to that team via e-mail and they will follow up with you via e-mail. Let me connect you with a specialist to resolve this issue. Expect a reply from them via email within the next 24 hours.
I have checked "Other Transactions" and "Reimbursement" reports I can't find the refunds for these 3 cases.
What else can I do to get these refunds from Amazon?
0 replies
SEAmod
Hi @Seller_0A2TPgxZCgYBm
If you "won" the A-to-z claims, then you should see this reflected in the dashboard in Seller Central that records A-to-z claims.
When I view some of your claims I see this note: "The customer claimed an issue with delivery. Amazon's A-to-z Guarantee covered the cost of this claim on your behalf because you used Amazon's Buy Shipping and the customer issue was outside your control."
If these are the orders you are referring to then I can tell you the following from the help pages.
- Helping you recover the refund amount or item on claims for late deliveries.
- We recognize that sometimes late deliveries happen. If a refund has already been issued for an A-to-z Guarantee claim and the item was delivered within 30 days of the A-to-z Guarantee claim refund date, we will now email the customer on your behalf and request them to either return the item or cancel the refund issued. You don’t need to appeal the claim or message the customer separately, but do keep an eye on the return request and emails from us for updates on the decision. To help avoid claims, please ensure you are always following Amazon’s policies on fulfillment and returns, including shipping on time with a valid tracking number.
Let me know if you have any further questions.
Susan
