This is my first message here.
I would liek to ask a suggestion…
A customer purchased an item from me and 2 days after it was delivered to him he requested to return it with the following message:
“I was surprised to see this arrive as my app froze whilst I was looking at the product. I then went on to buy something else on Amazon not thinking that this order had been placed.”
After few messages we agreed that i would fully refund the item including postage and he would pay back the postage to return it.
While I as wating for the return to my suprise I received an a to z claim opened by the amazon customer representative on behalf of the customer saying the following:
Items not as described
Items arrived damaged
The customer was surprised to see this arrive as my app froze whilst was looking at the product. Customer wish to return the item but no proper response from seller regarding the return hence submitting claim.
I believe the customer contacted amazon to have the postage he paid to return the item refunded to him (as the issue was with the amazon application), however the amazon customer representative quickly opened the claim without bothering to investigate and even provided the wrong information since the item was as described and not faulty and I did respond to the buyer properly.
I received the item next day and refunded the item and the claim was closed.
The problem is that this claim affected my ODR which is now over 3% and I got -500 points.
I already got my account suspened once for similiar unfair/unecessary claims and don’t want to risk again.
Is there a way I can report this and request for this claim to be removed so that it will not affect my ODR and get my 500 points back on the basis that I responded to the buyer immediately accepting and offering the full refund even before the claim was submitted and even though it was the customer error or the amazon application who caused this problem?
Thank you in advance for your time.