Return requested / Granted refund by Amazon but still showing as open
Hi guys,
I had a return requested around a month ago to which I had sent the buyer a message asking him a question prior to the return. As the item in question is sealed I wanted to know if it had been unwrapped firstly. I never received a response from the customer after two messages. This week I received a A to Z claim from the buyer claiming I had never responded and so on. I provided details of times and dates that I had responded to the buyer and Amazon granted the A to Z with a refund from themselves so it’s all handled on that front. My question though is that the return request is still showing as open my end and I want to know how to close this the best way. I have read to never deny a return request but I wanted to know if I just accept the return request where will I stand?
Thanks for any help.
1 reply
Seller_EJIX7rqDNQJi2
On Amazon, you need to either accept or reject return requests without delays, ideally within no more than 48 hours, otherwise the buyers might be able to open an A-Z claim.
All returns requested within 30 days past delivery for any reason need to be authorised.
Your buyers are not required to answer your messages to clarify anything.
Once you receive the merchandise back, you will be able to inspect it to determine whether the return reason was correct and how to handle it.
Since the A-Z claim was already resolved and your buyer received a refund, it’s up to you what you do with it. Simply authorize it, this is what you were supposed to do.
