Help with A to Z appeal incorrectly denied. $339.00 refunded without customer even asking for refund
item was 20 plates. customer messaged 3 broke, we messaged buyer and sent 4 new plates and $20 refund immediately.
a few days later we get message a to z claim ruled against us.(we thought it was closed) .
Filed appeal letting them know customer asked for replacement and did not ask for return. we would have sent label immediately if they had. A to Z said because return address international, and no return label provided to customer, they are sending full refund and closing case.
I tried to reopen because seemed so obvious error. customer did not ask to return plates and if they did we would have sent label for them. A to Z replied they understand I dont agree but are sticking with original decision. I dont even think anyone has looked at.
How do I get someone to read it and reopen? I dont sell high volume. One claim has put my account health down, now at risk of suspension.
Trefor
4 replies
Seller_z3XfkorVSmnEY
Yeah, this is where Amazon disagrees with normal good customer service. There isn't a procedure in place for you to replace partially broken items (in your case 3 of 20 plates). So, buyers can receive replacements from you and then still claim a-z.
Amazon wants us to require a full return, then we refund and ask the customer to reorder. Sometimes there's an option for a customer to ask for a replacement when they return.
Seller_QP1wvUElvlqC6
The support feels like Amazon charges them if they make good decisions. Often evidence feels neglected and the attitude of support is hostile and almost like it is personal when you tell them to look at anything. I can't even appeal anymore because I appealed so many times with obviously important info. You basically have to be able to weather the storm because support can't/won't help. I'm not sure how you even run a business without support, it is so frustrating and it feels like it is that way by design.