Can a Buyer reverse a refund after an A-Z?
We have had an A-Z claim filed which has been granted and refunded, however, the buyer has now received the item also and is happy to cancel the A-Z and the refund if that’s doable?
Could anyone advise firstly if it is and subsequently, the process from the Buyer’s side?
I have searched the forums and saw a successful post about someone’s willing buyer locating a “Reverse Refund” tab which apparently closed the A-Z.
Any advice?
5 replies
Seller_i8Mx5qrX59UQJ
Seller Support have guided me to this FAQ advice. Seems ok, so thanks Seller Support for that! Anyone done this successfully?
FAQ - What is the process of initiating a reverse refund or retrocharge from a Buyer?
Once a Claim has been granted in favour of a buyer, if the buyer wants to reverse the refund to the seller for any reason (e.g., a delayed order gets delivered and buyer accepts the order), the buyer needs to directly request a Retrocharge of their Claim amount through their account’s ‘Problem with Order’ page, or they can inform Customer Service to reverse refund claim amount to the seller. Amazon cannot retroactively charge a buyer unless they specifically tell us to “reverse refund” or perform a Retrocharge.
Seller_xUKHc5xSYJmI4
As far as I am aware there is not facility to reverse the A-Z claim however you can ask the buyer to place a second order and you can mark this as dispatched without sending the second order out. Some sellers have said the customer can contact Amazon customer services to be recharged. The option is yours.