Customer returned a different item, then filed A-Z claim
It seems multiple people have had this exact same issue. This seems to be a good loophole for buyers to get away with friendly fraud. I am unsure if the buyers know how to game the system, but it sure seems to be the case.
Situation:
-Buyer initiated a return (return was not RFS-refund at first scan).
-On the very same MORNING that the item was delivered, we noticed it was a different item. We took pictures, and refunded it (intending to file a SAFE-T claim, but didn't realize they opened up an A to Z case on the very same morning (why does the system even allow buyers to do this?).
We get defect rate hit, and when attempting to file a SAFE-T claim, we get the message "Orders with an A-to-z claim are not eligible to file claim (you have the ability to Appeal an A-to-z Guarantee claim).
Ironically, this claim gets closed and does not show up in the "option to appeal" list.
I opened up a case and submitted detailed images of the package, label, and returned item, and the reps basically say "We understand how frustrating this can be" and do nothing else, then close the case.
Anybody had any success with this type of issue, and if so, what do you do?
6 replies
Seller_aV1Bh32hE0KND
Unfortunately, because you refunded the customer, nothing more can be done. Amazon needs to refund in order to open a Safe-T claim. If the seller refunds or the customer is refunded on an A-z claim, the order will not be eligible for a Safe-T claim.
For future reference on a manual return where a customer returns a different item, here are the steps.
Go to your ⇾ Manage Returns page and click on “Issue refund.” This will take you to the Order detail page, where you can click on ‘Charge restocking fee.’
- Fill in the fields and select ‘Materially different’ > 100%. (see 'Issue a partial refund' below for full instructions)
- Upload a photo of what was returned (A side-by-side photo is ideal for comparing the two items) and a photo of the return shipping label attached to the package.
Next...
Message the Customer and let them know they returned the incorrect product, and when they return the correct item, you will refund them according to Amazon policy. Do not accuse them "give them the benefit of the doubt."
- Include your return address and shipping instructions.
- Let them know If they would like their item returned, to please include or attach a prepaid return shipping label.
- Attach photos of the incorrect item and also a photo of the returned shipping label on the package, and if possible, include a side-by-side photo comparing a new item with what was returned.
It doesn’t matter if they respond or not; you are doing this to follow policy and to cover yourself in case they open an A-z claim; the Rep will view Buyer-Seller messaging for additional info, photos, and evidence when deciding the claim.
Amazon policy for → Wrong item returned by buyers
You can also review → Issue a partial refund
Never refund if an A-z claim has been opened (granted, you missed it). If you do you are admitting guilt and your ODR will be affected. Rather respond to the A-z claim and ask them to close it as you just received the item back and need to inspect it and will refund according to policy within 24 hours.
Sorry this happened; it is unfortunate.
Here is a similar thread to read if you are interested; the customer returned a different pair (same model) of used rollerskates →How do you keep your sanity with the constant deceit from customers?
Seller_O4DIL34l8KuWF
I have come to hate that phrase, "We understand how frustrating this can be." Might as well say "GO FISH."
