Customer wants to cancel a-z claim made 3 days ago but has already been refunded

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Seller_gqxBba64FeHgM

Customer wants to cancel a-z claim made 3 days ago but has already been refunded

Hi just wondered if this was possible as the customer put the claim in before messageing me about the failed delivery and they now want to retract the a-z claim .

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Tags:A to Z Claims, Customer
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Seller_hC0hNVDuILaKO

They can cancel BEFORE a decision is made, but after the fact they will have to phone Amazon, quote the order number and request a card recharge.

Cancel a Request for A-to-z Guarantee Refund
If the seller resolves your problem or you no longer need a refund under the A-to-z Guarantee, you can cancel your refund request before a decision is made.

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Seller_gqxBba64FeHgM

its a bit too much to ask for the customer to do that

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Seller_EJIX7rqDNQJi2

Your buyer will need to contact the Amazon Customer Service and request them to recharge their card for the order ID. This will also remove the defect from your metrics.

However, be prepared that they will be trying to talk them out of doing it, stating that withdrawn claims can’t be reopened.

Also, it is very common for them to simply forward the request to the seller, therefore making it impossible.

In such case, I often have to arrange a different solution with the buyer, for example advising them to place a new order which won’t be shipped but used as a compensation for the refunded purchase.

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