Hello Everyone,
BACKGROUND:
I send all orders with tracking so there is proof of delivery and only communicate with buyers in Amazon messenger.
SITUATION:
I recently had a customer file an A-Z claim and Amazon gave them a full refund while the item was still in transit!
ACTIONS TAKEN:
I messaged the buyer and they said they’d "refuse delivery", however, the item was delivered and the tracking indicated “Delivered, Left with Individual”.
I messaged the buyer again and they confirmed in writing in Amazon messenger that they are now keeping the item and I asked them to cancel their refund request.
Since then I have submitted THREE requests to have the refund cancelled including a screen shot of the customer’s comments along with screen shots of the tracking and proof of delivery and Amazon still sided with the buyer!
The people in Amazon Seller Support said I should receive my payment based on the evidence provided.
Seller support then opened a Support Case which “Has been sent to the claims team for further review” but I keep getting A-Z emails stating that Amazon is siding with the buyer while the Support Claim is still in progress!
NEXT STEPS?
I don’t know what to think anymore!
It’s ridiculous to let the customer keep their refund and the product.
If someone from Amazon is reading this, could you please escalate my issue?
Or if Amazon isn’t interested in earning their referral fee/commission, perhaps I should simply contact a debt collection agency to help me?
