A-TO-Z claim-How can I do for this case?? The buyer opened an A-TO-Z Claim when their parcel reach to our warehouse.
I have question in A-TO-Z claim, order number is 114-9358229-3275416, the buyer returned reason is "too small", we had authorized their return request with pre-paid shipping label, and we had informed the buyer via e-mail that "please let us know when you returned back, we will apply to refund you when your return is delivered to our warehouse." on Nov 13, 2023. however, we had never get the buyer's response via E-mail. Their returned parcel was delivered on our warehouse on Tuesday, November 21 at 10:33 A.M., and the buyer opened an A-TO-Z Claim on November 22, 2023, seller needs time to check their returned parcel status. In this situation, if seller refunds first, can this case not count on our order defect rate???
3 replies
Tatiana_Amazon
Hi @Seller_mNmXzgB9ZGJCj,
I know it's been a couple of weeks since you first posted about this order, but I've just come across your thread and went ahead and it looked into it. I just wanted to confirm that since you had communicated with the buyer and accepted their return, the claim only served as a means of refunding the customer and your ODR was not affected.
Typically in cases where a return is already on it's way back to you and the buyer requests an A-to-Z claim, the claim is auto granted as a means of refund only.
The seller is not faulted. You can learn more about auto-grant situations and A-to-Z claims at this help page.
Let me know if you have any questions!
Tatiana
