Retrocharge and A-Z Appeal
Hi,
Long story short -
- Buyer contacts to advise item not received
- I checked tracking, seen delivery (RM) failed and item was available for collection/redelivery at DO so advised buyer of this
- No reply from buyer, about a 10 days ago A-Z opened saying I had not replied to their message
- Checked tracking again, seen that item was now being returned to me as not collected so I refunded buyer
- A-Z gets closed, but still held against me in my metrics (didn’t realise this would happen to be honest)
A few days later the buyer then replied to my first message, apologetic, advising my messages had gone to their spam and they seen I tried to contact them but it was too late to collect the item. They asked if it could be resent (item now back with me), I said no problem, please just contact Amazon to be recharged which I assume they did as I received the message below.
The message was received on the 15th but the order is today still showing refunded, how long does it normally take for this retrocharge to go through?
Also, will it come through as a separate order or will I get some sort of notification when the payment has been retaken?
Finally, assuming the customer is retrocharged for the item, how do I go about getting the A-Z overturned? There’s not appeal button on the case like I’ve seen before.
Thanks in advance
Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: REMOVED
Item: Swanky Paws Personalised Paw & Bone Pattern Custom Design Dog Cat Pet Treat Biscuit Jar (Jar, Grey)
Reason for contact: Where’s My Stuff?
Details: We have submited the retrocharge form for the item as requested. Please send a status update to the customer.
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
[link removed]
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
Amazon.co.uk
http://www.amazon.co.uk
6 replies
Seller_hC0hNVDuILaKO
Since the order was on the way back, and you had already refunded then why didn’t you simply ask the buyer to reorder?
it would have been a lot less messy.
You need to actually get the item to the buyer before you can have the claim overturned, and as at this stage the buyer doesn’t have the goods Amazon may be holding off on the recharge.
I think you will have to look at your payments summary to see if it has been made as you won’t get a notification as such, there will be an adjustment showing to reflect the new payment, if it has been taken.
Seller_bmZ7TPb2qPaEl
As far as I know they asked to withdraw the claim and be charged, that was my correspondence with them. The SS rep may not have done this though.
Just checking, the instructions seem to relate to the buyer having a Seller account, am I missing something with this? Thanks
_You can also request the buyer to reverse the A-to-z Guarantee claim by informing them to do the following:
Go to Your Seller Central Amazon Payments account
Locate order or transaction on the overview page
Click on the details link to view the transaction details
Click View/File Claim to view the claim details
Click on the Withdraw claim
When the buyer has withdrawn a claim, the order is recharged and your account subsequently credited.
