Well i woke up to a AtoZ for postage costs. I looked into it and found it relates to a order in sept, i believe first week or so into the new delaying payment system.

The refund was done BY Amazon under Firstscan and THEY took the return cost off as it was a change of mind return.

Roll on to today and i lost the AtoZ. I was shocked as it was all AMAZON. i appeal explained the customer had return it under a chargable return and you took it off under firstscan refund.

I LOST! there reasoning is - Why was my appeal denied?

We have reviewed all available information and determined the merchandise for the order was correctly returned and you have received the return. The ROYAL MAIL tracking number is QY418014434GB. Because you did not refund the order within two business days, the claim amount has been debited from your seller account.

They are technically true as it seems under the new system IF before the 8 day holding date, all my refunds for them order are matching the release date EVEN tho it was processed/started on 27th September.

01/10/2024 Released Order Payment 203-6486034-0517126 2 x Grey Brick Stone Effect Plastic Gard...

01/10/2024 Released Refund 203-6486034-0517126 2 x Grey Brick Stone Effect Plastic Gard...

Clearly this is a automation issue that they over looked . Hopefully by posting it on here someone big might have the power to get them to look into this issue.

So right now if someone buys a item, returns it within 3 days under firstscan refund i WILL automatically lose the AtoZ even if im in the right.

What am I not getting here as I thought this was straight forward!

So customer opens return, simples.. Auto accepted and Amazon issues label. Customer then opens AtoZ case? Not sure why but whatever. I reply to AtoZ just after it was opened. Explaining return opened, just waiting for return and will refund, not sure why an AtoZ is opened or why you have allowed it to be opened as you can see return opened a few minutes before AtoZ.

Anyway, goods returned, refunded spoke to customer all good. AtoZ closes with a "Order defect rate" ? huh.. I asked why woudl it be an order defect rate? The reply "As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.

To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. If appropriate, refund the buyer within 72 hours of the buyer's first contact."

I don't get it? everything done to the letter as we are supposed to.. but as customer opened an AtoZ you get a defect? what am I missing here as this just seems like a screw you anyway answer?

Good Morning Everyone,

We are relatively new to Amazon so am just looking for some advice. We are relatively low volume so have to be very careful with regards to things like AtoZ as these could cause us problems very quickly.

We use Amazon shipping to protect to us and this has worked on a recent claim but I would just like to confirm if I was to appeal that decision, even though it currently has not gone against my ODR whether it would if I appeal and lost or whether it would still sit as an Amazon shipping issue. I guess I'm asking that as what do you have to lose by appealing if it doesnt?

Also with an AtoZ does the customer always get to keep the product if it arrives late? Is there anyway to recover the product?

My last question is, If you choose Royal Mail 48 as your delivery option and not Amazon one day, can you still buy this through Amazon and receive the protection benefits? And is it the same price you would pay through Royal Mail? Currently pay £3.39 for a show box on Ebay.

Please feel free to answer all or just parts that you may know, thanks for your help.