A - Z ...states... customer not returned item
I have a customer who said we sent the wrong thing. Colours vary, she didn’t realise. She said she returned for a refund not a new pair. But they never arrived. We have had returns lost before, they show us the receipt to prove it was sent and we still refund even if we didn’t get it. They have no proof of postage or tracking number and can not prove it was sent. So i can not refund really. I fear she will open a a-z which I think she will lose? But my question is ,if she does lose the a-z will it still go towards my stats??? Or is that only if she wins? What if amazon refund her not me, does that effect my stats? Its only £10 so i could refund and save trouble, but its the princle for me. But if it effects my stats then?? Thanks In advance.
0 replies
Seller_2BrPSydGy6oyq
Unless the buyer can offer some evidence of delivery, or even posting, then unlikely they would win an A-Z claim, but possible they may open an A-Z as INR (Item not received), which makes it more difficult if sent with no tracking, as this is normally an automatic refund and you are left to argue with Amazon re previous communications admitting it was received and claimed returned?
Seller_1BrJ6qMAbTO82
For £10 it’s not worth the hassle. It’s all well and good fighting things on ‘point of principle’ but you are dealing with Amazon here. They really are not interested in the rights and wrongs of these things. You may win a few on points or principle but that’s far from guaranteed. Its not worth getting you Amazon account suspended over.
Seller_oGFKRixtdkjxL
Pink P is right and the advice is pertinent. If you decide to refund as a goodwill gesture, also register a security concern with Seller Support stating you like the buyer account reviewed by Buyer Performance - if they have a history of ‘missing’ returned items this should be flagged up. It’s especially important you do this is you decide not to issue a refund in case of a subsequent A-Z.
Seller_G3nxbOE2aKTGK
We had a similar situation a few weeks ago. Customer ordered an item for £15, then messaged us a few weeks later for a refund as they had returned the item. They never requested to return the item and couldn’t provide any proof that they had sent it or it had been delivered.
They opened an A-Z Case and Amazon refunded them out of their pocket. So although we didn’t have to provide the refund its still annoying because the customer wins effectively.
Seller_aHqVzO4ng9LIj
It is very likely that the customer will get a refund from Amazon, we had the same thing only it was a label we provided the customer that they never used. They provided no evidence at all of shipping by any other method and Amazon’s response, customer said they returned so a refund is due.
Seller_EJIX7rqDNQJi2
Based on my experience, if a buyer claims that they returned their order of value under 60€ without tracking and the seller never received it, Amazon will close any A-Z claim concerning non-receipt of the returned merchandise as Amazon Funded.
Also, According to the Amazon policy:
“Items valued over £50.00 should be returned to the Seller using a trackable, signed-for, delivery service. If the order is valued at £100.00 or more, we recommend you insure your return for the value of the product and use a signature required delivery service.”
