Dare I try and Settle A-Z claim?
So here's something that I haven't experienced whereby I have an A-Z claim awaiting customer response.
The long and the short is that a tracked item has not arrived and I asked the customer whether they would like a refund or replacement.
All well and good but they did not get back and raised an A-Z.
Now normally this would be a slam dunk for the customer and I lose A-Z claim etc.
However the A-Z claim came through saying awaiting customer response and in limbo. I have again waited for a customer response after following up with another message.
Now here's the thing, I want to just give the refund and move on, but I fear that if I do this through the A-Z i will be accepting it and then suffer the bad stat.
What should I do other than wait it out?
10 replies
Seller_ZVAz3d5lZuGid
"I asked the customer whether they would like a refund or replacement."
I would NEVER just offer a replacement, as the original item may arrive and they then have 2, and as they are not responding to your messages, they possibly know how to play the system. Before refunding, check the tracking and if it shows as delivered, pass on the tracking info to the customer and explain that it appears to have been delivered. If they still want the item, tell them to re-order
Seller_ZJhFeE3tNKzfh
You are right - if you just refund - your ODR will be impacted.
I think you'll just have to wait it out.
Seller_DfMOm9tgJKAex
for me, once a A-Z arrives do dont send anything, and do not refund
if you refund you will get ODR if you resend then the A-Z may be granted anyway and you lose twice!
only thing I do, if I know its delivered is dispute the A-Z and send proof to the customer
Seller_Qwy1MSk3bgTlo
you wait it out, at worst you will get the claim against you. If they do not respond to Amazon, then Amazon will not give the A-Z. Ive had this situation, though in mine the customer definitely had the goods and th claim was cancelled
Seller_ae51e0CJoHqCX
The claim was withdrawn so I ended up getting the win. Not sure if the customer received it or not in the end as tracking has not moved. that being said the customer did not respond to Amazon with a decision.
It is now in limbo so not sure that if I still do choose to refund whether this would be the right thing to do.
