A-Z for "Not responding to Return request"
2 separate A-Z requests in the last two days for this reason.
We responded to both requests straight away and accepted the returns ( merchant fulfilled)
Gutted about this - obviously replied to Amazon with representation and all the info but Amazon can throw such a curve ball at times, I’m just not sure anymore if I’ll win this, which I should of course.
They are both still under Review.
Anyone any experience of this situation
6 replies
Seller_KQwXr5kY5oIPO
The claims should be closed if you have accepted the return requests.
Seller_c6A3eLqDSWDiU
We accepted the Return Requests the same day, within a couple of hours.
Both A-Z’s opened 3 days later
They have used the Claim Reason header “Not as Described” - yet both then claimed the reason was no reply to return request.
one is “Seller failed to respond the customer’s return request.”
other is “would like to return item email on Wednesday not heard nothing back from seller”
Not sure why they are using the wrong option - maybe they don’t get the option of Return request, if it has already been approved.
Talk about buses all coming at once!
Seller_gN9g34EIWgbQI
It could be both customers have opted out of receiving messages, that could explain why they both say they haven’t received a response.
Stupid, I know but this is the problem with Amazon’s messaging system.
Hopefully, Amazon may review your cases favourably, as they should be able to see that you did respond to them quickly, accepting the return requests.
We have had this happen a couple of times and Amazon has closed the case because we had responded and accepted a return.
Good luck.
