A-z claim for return that hasn’t arrived?
Buyer filed a return request but then Immediately filed a A-z claim, before I had even received the item back. I’ve now been told it’s awaiting collection from my local delivery office however this causes a problem:
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if when I pick it up I then process his refund, it will automatically close off the claim and my metrics will be hit negatively
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if I don’t refund him, when Amazon look at the claim and see it’s been delivered, they will refund him anyway and my metrics will still be hit negatively
What’s the best way to deal with this situation? I’ve no problem in refunding him now it’s arrived but I don’t see why my metrics should be hit when his return arrived AFTER filing his claim. Thanks for any solution.
7 replies
Seller_SITNVuZK87zGK
I normally go back on these claims to amazon and advise…
‘Customer opened return request on X date, but filed A to Z claim before return was delivered. As per old amazon policy on seller fulfilled refunds - seller has two working days to check a returned item before processing refund. We find the A to Z was opened incorrectly. We have no issue refunding the customer, however we were not given the chance to do so, and would request the A to | does not affect my ODR.’
It’s happened a few times and, we may have been lucky, but we’ve always had the A to Z struck off our ODR, but the refund remains Seller Funded. In fact a couple of times it even got amazon funded!
Seller_ae51e0CJoHqCX
Did you use Amazon buy shipping for the send.
My take on this is that you are best not to do anything once an A-Z has been raised, you are at the mercy of Amazon. Doing anything especially refunding means you have conceded and will foot the bill with no way back.
Letting it continue will mean that worse case scenario is that you will lose and no better or worse off.
Best case scenario by Amazon dealing with it is that they may fund grant and fund the A-Z and not count it against you. Anything in between is a bonus and you will also have opportunity to appeal by letting them do it.
