Buyer Demanding Refund
Hi,
I have a buyer who bought some lights at the start of the month, he claims they were not the product he ordered a week after. He started a return to return the product, fine no problem. The item has not been returned and since then he filed an A-Z Claim and now he’s sent me a message demanding a refund as he returned the item on the 8th December… the item has not been received and the tracking information shows that the item has not been sent.
Where do I stand and how can I resolve this? It’s a bit frustrating to keep receiving these claims, messages etc from them.
Thank you for your help.
0 replies
Seller_DROodOAYHftnc
If he had returned the item using the label provided he would have received an automatic refund on first scan, as per the new policy.
Ask him for the tracking details of when he returned the item - he should have received a receipt when he dropped it off.
Explain that Amazon’s new system is to refund on first scan, so if he HAS returned it as he said he has, he would have been refunded already.
This could possibly be a scam attempt.
Seller_7VbclcPFFRTnc
Did he loose the a-z if he is demanding a refund after opening the claim ?
Seller_xUKHc5xSYJmI4
Naturally premature to file an A-Z claim pending the return. Also easy to defend these sorts of claims when you follow the appeals process. Sometimes you will receive a message saying Amazon has funded the claim and your metrics are not affected. So in other words the buyer achieved nothing in his attempt to damage the seller metrics or loss of sale.
Maja_Amazon
Hello @JCM! Did you receive any update on the claim?
@JillyB1, @The_Little_Shop - thank you for your valuable inputs in this thread.
Regards,
Maja
