Customer opened an A-Z claim after I already refunded them essentially getting refunded twice
Hello
I'm posting this thread in the forum to get clarification on an issue I'm having, a customer reached out to me stating that they didn't receive the item they ordered and sent me a picture of the wrong item. Ok, cool so far, my mistake so I approved a refund and told them to keep the item. The customer accepted the refund and was fine. So, that's that. I refunded the item and wasn't thinking about it. Then i received an email stating that an A-Z claim was approved for the SAME order I ALREADY refunded and the customer was refunded AGAIN for the same order claiming they didn't receive ANY product at all which is a lie because he already sent me a picture of the item he did receive although it was the wrong product. Now even after an appeal, the buyer's claim was upheld so essentially he got refunded twice for one order. How is this even possible? After the order has been refunded, how is a buyer allowed to still open a A-Z claim for the same item I already refunded them for without requesting that they return the actual item? Any advice would be greatly appreciated.
Thank you,
1 reply
Danny_Amazon
Hello @Seller_Trx4QOVp0PzF6- and thank you for this post!
When the buyer reached out to you to identify the wrong item was sent, was this completed through buyer/seller messaging? If so, our team will be able to see this context when reviewing the claim. It may also be possible that the customer erred when creating the claim, and used the incorrect reason. When viewing your 'Payments' tab using the 'Transaction' view, do you see duplicate refunds for the same amount associated with this order?
If you'd like, feel free to share the Order ID in question with me here so I can take a closer look along with you!
-Danny
