How do you report A-Z claim abuse?
22 days ago, a buyer opened up a return request, with the comment, “too small”. It was authorised. Then over the weekend, we got an email again stating the item was too small, but they wanted to know how to return it and would be cover the cost?
I detailed how and where to return the item to and explained the cost of return had to be covered by the purchaser.
They then opened an A-Z claim, stating the item is “defective”.
So clearly 22 days ago, they wanted to return the item, but had obviously researched the cost of return anddid not want to pay it. So suddenly it becomes defective.
This has to be clear abuse of the A-Z claims system does it not? it annoys me that people just think they can do this.
Is there no one at Amazon you can report this abuse to, as the more that get away with this, the more will do it.
6 replies
Seller_EJIX7rqDNQJi2
In the buyer-seller messaging, there is a “Report message” button on the left. You can select reasons for reporting such as “I think that the buyer is being unreasonable” or “The buyer is trying to defraud me”.
About the A-Z claim, do you still have the option to represent your case? Just respond to the claim saying that the item was exactly as described in the listing, mention the buyer messages with discretionary return reason and offer him to return it for a refund. Amazon will normally require the buyer to return the item back to you on his own expense or close the claim as “Amazon Funded”, since you are not at fault.
Seller_13zRdBF7yGoug
It would be helpful to know what the ‘item’ was? If it is clothing, shoes or accessories you have to cover the return costs.
Seller_LBiT2MMVrVd4o
I had the same thing over the weekend.
Customer saying the item was defective, but had no capabilities of sending a photo.
I said return and they said they couldn’t as they were not able to leave the house.
Several messages over the weekend detailing more excuses and that I should just refund them.
Each time I politely said a refund would be given when the return was received. I offered several solutions, all of which were shot down immediately.
I stopped replying yesterday and just reported each message.
They contacted Amazon today and Amazon sent me a message saying the customer was not able to return ‘due to health issues’
Then they opened an A-Z.
I represented my case, detailing that the customer had the item but refused to return the item.
Amazon closed the case, but refunded from Amazon and not me.
Seller_PZZnASL1Ekdrr
Hi sorry mate, join the club, it is too easy for the customer to claim the item is defective to get a free refund
Do however offer a return through the A 2 Z or Amazon will refund them and they keep the goods
I think the limit is 3 days from the A 2 Z?
You may be able to authorise the return with out postage paid,and provide the returns label, the customer has to pay for the return, they may however kick off about it
