Customer granted A to Z Claim for return made after 30 days
@Manny_Amazon @Ken_Amazon @Glenn_Amazon @Christine_Amazon @NR_Amazon @Angie_Amazon
I am requesting assistance regarding an ongoing issue, where a customer has been granted an A to Z claim for £241.99, for a return they made outside of the 30 day return window. I disputed the claim, stating the following;
The customer opened a return on the 11th May. This was 5 days after the order was delivered. I left this return request open for 27 days. Then, on the 6th June, I closed the return request, as it had then been 32 days since the order was delivered, and so the return was no longer valid, as per your own terms and policies that state orders must be returned within 30 days. Then, after I had closed the return request, the customer suddenly decided they were going to now return the order, and did so on the 12th June, a full 38 days after the order was delivered. On the tracking, you can clearly see that this was not delivered to me. It was left outside of my house when I was on holiday. Therefore, I don't even have the return, as it was no longer there when I got home. So, I do not have the return, and the customer returned it well outside of the 30 day return window, despite having weeks to return it and me leaving the return window open for them the entire time. Only once the return request was closed did they suddenly decide to return it. Therefore, as previously confirmed by you, I have no obligation to refund the customer and so this claim must be overturned. You cannot completely ignore your own terms and policies that state customers must return orders within 30 days. This customer failed to do so, and so is not obligated to a refund.
Today, I have received a response stating the claim has been upheld. I have responded to the claim, again disputing it, and contacted the Managing Director, but I am also posting here to try and get this resolved. If this continues to not be resolved and the claim overturned, I will be escalating this further to ensure my funds are recouped.
I hope to get a response soon.
Customer granted A to Z Claim for return made after 30 days
@Manny_Amazon @Ken_Amazon @Glenn_Amazon @Christine_Amazon @NR_Amazon @Angie_Amazon
I am requesting assistance regarding an ongoing issue, where a customer has been granted an A to Z claim for £241.99, for a return they made outside of the 30 day return window. I disputed the claim, stating the following;
The customer opened a return on the 11th May. This was 5 days after the order was delivered. I left this return request open for 27 days. Then, on the 6th June, I closed the return request, as it had then been 32 days since the order was delivered, and so the return was no longer valid, as per your own terms and policies that state orders must be returned within 30 days. Then, after I had closed the return request, the customer suddenly decided they were going to now return the order, and did so on the 12th June, a full 38 days after the order was delivered. On the tracking, you can clearly see that this was not delivered to me. It was left outside of my house when I was on holiday. Therefore, I don't even have the return, as it was no longer there when I got home. So, I do not have the return, and the customer returned it well outside of the 30 day return window, despite having weeks to return it and me leaving the return window open for them the entire time. Only once the return request was closed did they suddenly decide to return it. Therefore, as previously confirmed by you, I have no obligation to refund the customer and so this claim must be overturned. You cannot completely ignore your own terms and policies that state customers must return orders within 30 days. This customer failed to do so, and so is not obligated to a refund.
Today, I have received a response stating the claim has been upheld. I have responded to the claim, again disputing it, and contacted the Managing Director, but I am also posting here to try and get this resolved. If this continues to not be resolved and the claim overturned, I will be escalating this further to ensure my funds are recouped.
I hope to get a response soon.
10 replies
Kam_Amazon
Hey there, @Seller_iNndjyvjK9EUY. We understand this is a frustrating situation.
We'd like to look into this further for you. Could you share the Order ID associated with this claim? Once we have that, we can review the details on our end.
In the meantime, if you haven't already, we'd recommend filing an appeal directly through your Seller Central account under Performance > A-to-Z Guarantee Claims, if you haven't exhausted that path yet.
We'll keep an eye on this thread for your response.
