A-Z claim decision reversal?
Hey all,
Customer emailed me wanting to return an order.
I responded saying they had to put in the return through Amazon and provided them with a direct link to the page.
customer did not put in a return request, rather an A-Z claim.
Amazon have now given a full refund out of my pocket without a care that the customer still has the item.
it was a high value order, is there anything that can be done to reverse this decision?
0 replies
Seller_EHYOwAkoZV3Hb
Appeal via the AtoZ Appeal tab then if unsuccessful, take Amazon to the Small Claims Court.
Seller_xUKHc5xSYJmI4
They all know when the want to return the order is the select the button and click return. Beware there is a number of them selecting the wrong reason for return to prevent the seller reclaiming the return postage. Amazon hasn’t picked up on this yet.
Also making you aware that taking the matter to the small claims court after an A-Z claim would be in breach of the business solutions agreement.
Seller_DTufFoxJuMU0M
I agree, unfortunately those hellbent on breaking the rules will find a way to con any system.
You just have to write them into your costs - same as the teenager I’m convinced stole a card out of my shop the other day, granted I don’t have cameras, but even if I did shoplifters will find a way to hide from them.
Those who claim INR when they received it, or try to con the system to steal from you, are just online shoplifters, we can deter them, but we will never stop them
Seller_v1hc7ZVfCIqNG
this isnt just coning the system.
amazon have gone against their own rules.
seller hasnt returned item, hasnt put in a return request.
a-z claim amazon award them even after my appeal.
its a joke
Seller_xUKHc5xSYJmI4
Whats so strange about them all is they are all around the same age, so the chances of them knowing one another is very likely.
We are working with the Police on the matter.
Seller_aLk5FfP2racDU
Hello @Betta_Lighting,
This is Xeno from Amazon to help you with your concerns.
We understand the concern regarding the A-Z Claim that you have received. Let’s work together in finding the solution.
I really appreciate you for the information that you have provided, which has made things easy to understand.
In order to resolve this issue, we would request you to visit the A-Z Guarantee Claims tab under the Performance section and check for the details mentioned by the buyer in a specific manner and in case you still believe you have received this in error, please get in touch with the Seller Support team by clicking here so that they can look into this for you and help you with the best possible resolution.
Thank you for your post. The forums community and I are here to support you regarding any further queries you have.
Regards,
Xeno.
Seller_QktOkV9nkAwhG
Appeal, stating that Amazon has not followed it’s own policies regarding returned items.
It should be changed to Amazon funded overnight.
Good luck
Seller_xUKHc5xSYJmI4
My health isn’t very good since having the heart attack.
Seller_4EP71c7vPg4eY
Amazon are the biggest crooks, I have lost claims when goods were delivered during Covid and Royal Mail could not sign, buyers say they never received the goods, Amazon paid them, WE SHOULD DO THE SAME, we could not as we could not sleep at night
Seller_bhSWqoVh7Pn98
We always authorise the return, give full retyrn address and details, then if an A-Z Claim, a good defence to get Amz to pay for their stupid way of working. Explain as well if broken/damaged, not as new etc, then a full refund does not apply as per Amz policy.
You can also ask the Buyer to raise a returns request correctly, but as long as authorised in an email, Amz seem to allow that as being ok.
Amz want free postage returns, and items given to Buyers, it means more Buyers will come back and cheat the system, but Amz still get paid of course to process a refund by the Seller.
Appeal now and show that you told the Buyer how to get a RMA to return and the Buyer took no notice, so Amz should pay instead (provide links and/or times of messages etc in the appeal, so easy for Amz to see everything).
