Open A-Z claim
If a moderator could help with this I would appreciate.
A customer returned an item and then filed an A-Z claim the day it was returned. We had not yet processed the return but did the night we received it. The customer is owed a refund but we couldn't refund because of the open claim. We notified Amazon the same day through the A-Z Claim feedback that we agreed a refund should be issued but it should not count against our ODR. The claim has sat open for a few weeks now. The customer, who is rightly upset, left us negative feedback for not issuing the refund. Of course we can't issue the refund because it will automatically count against our ODR.
A- The claim needs to be resolved so the refund can be issued.
B. I'm not going to hold my breath but the negative feedback needs to be removed.
C. Amazon needs to do a much better job or handling these issues. If customer support would have simply told the customer to contact us regarding the return, the customer would have been refunded and this issue never would have become an issue. Now there is an angry customer, negative feedback for no legitimate reason on my end and an open A-Z claim for weeks.
I tried seller chat but I got the canned response of the A-Z claim is under investigation and wait until its done to file an appeal.
Any help would be appreciated.
Order 113-5257971-0007420
1 reply
Seller_CW0P5hgbsiqWX
Hopefully this is a FBM sale and not FBA sale. If it is an FBA sale you have nothing to worry about because you paid Amazon to resolve it any way they want.
A- The claim needs to be resolved so the refund can be issued.-=
Look on the transaction page for the sale. Has the buyer been refunded?
B. I'm not going to hold my breath but the negative feedback needs to be removed.
It is there to stay. Just make sure you respond setting thigs straight.
C. Amazon needs to do a much better job or handling these issues. If customer support would have simply told the customer to contact us regarding the return, the customer would have been refunded and this issue never would have become an issue. Now there is an angry customer, negative feedback for no legitimate reason on my end and an open A-Z claim for weeks.
Amazon cannot do a better job because they trained the AI Autobots to handle everything. The problem i2 that one Autobot only does one thing, and they really do not communicate with other on complex issues such as yours.
I tried seller chat but I got the canned response of the A-Z claim is under investigation and wait until its done to file an appeal.
This is because Chat Reps don't have access to what needs to be done.
