customer is not returning the item.
Hello, Customer raised a AtoZ claim with below comments. I am pasting from the claim directly:
Customer comments: Fehlt etwas? Nein. Möchten Sie den Artikel zurückgeben? Ja. Ist irgendetwas beschädigt? Nein. Können Sie weitere Details angeben? Der Artikel entspricht nicht meinen Erwartungen. Bitte beschreiben Sie das Problem Ich bin mit meiner personaliserten Bestellung unzufrieden. Ursachencode: DAMAGED_OR_DEFECTIVE
For some reason, he choosed damaged, while its clearly there isnt any such issue. He just want to return it. Anyway, amazon is auto refund ofcourse without asking anything to seller. Now I am trying to reach out to buyer and i sent 4 messages with return label and ofcourse he is not replying. Why he should bother with return since he has the full refund ?! Anyway, I reached out to seller support and they told me that, raise a SAFE-T claim. But when i tried that, it says you are not eligible for this, because my customer in Germany and my shipping point is in UK. Then i reached out again to customer support and they told me that, i need to get in contact with customer to arrange the return. But i did and he is not answering for days, after 4 messages.
So does this mean, if i send something to Germany, they can just randomly raise a AtoZ and get their money back and keep the item without any issue, since i cant raise a Safe-T ?
Order id : 305-2057731-8747543
1 reply
Rachelle_Amazon
Hi @Seller_L45rVOj8vrFc4,
please excuse my late reply, but because of a recent change to those policies it required some research on my end to provide you with a correct reply.
The claim that you have received, is a claim that was granted because 48h have passed from the time the customer has requested a refund to your order. You are obliged to accept/reject the refund within 48h to prevent a claim to be granted.
In order to prevent those situations in the future, you also would either need to provide the customer with a valid return label within 48h after the refund was requested or have a valid return address for the store the customer lives within setup (in this case provide a german return address).
Please go ahead and read this help page which definitely goes into more detail than I am able to with my reply to you.
I hope this clear things up for you!
Best Regards
Rachelle
