Hi All,
Recently we've had a couple of A-Z claims from buyers who are supposed to have returned items, but have not returned anything. We sell clothing so 99% of our returns are refund on first scan.
In one case the buyer either dropped their parcel off and immediately opened an A-Z or else they opened it and then dropped the parcel off later the same day. Before either Amazon or we had chance to respond the refund on first scan kicked in and the buyer was refunded. I wouldn't really object to that except they counted it as a defect against us for not refunding the customer! The item was delivered to us a few days later and it had been worn and was quite dirty, obviously been used for an event or occasion and then sent back. We appealed but they sided with the buyer.
Most recently had another where the buyer registered a return, then a couple of weeks or so later sent a message saying 'can you send me another returns label'. We explained how she could generate a returns label via her Amazon account so it would be free to return it. She opened an A-Z and claimed to Amazon she'd returned it and we hadn't refunded it. As almost all our returns are refund on first scan that should really indicate that she had not returned it at all, as the tracking for the return parcel showed too - no scans in the system, no delivery to us. Amazon refunded the buyer and gave us another defect. We've gone round in circles with them over this one but they won't budge. The best they've suggested is we claim against Royal Mail for the 'lost parcel' - so claim with the carrier for a parcel which was never posted. Don't think we've much hope with that.
Are we doing something wrong? How can buyers open A-Z's for return items which haven't been delivered? Surely they shouldn't be able to do this until the tracking shows it's delivered (or at least sent)?
