Possible refund glitch?
Hi all, just wondering if we have experienced a refund glitch, there is something I am unware of or if this is something that anyone else has experienced.
We received a return on 12th April 2023 and issued a partial refund later that day at 16:42. (A 50% partial refund was issued due to damage.)
Not long after on the same day we receive a message from Amazon at 20:11 mentioning that we have not refunded the buyer. 1 minute later at 20:12 we receive an email from Amazon about an A-Z claim for this order.
We come back the next day and cannot see the partial refund on the order (something which we could see the day before).
I have kept the packing slip which I always print off after a refund as a note to self that it has been refunded (since packing slips show a refund). This packing slip shows the refund.
To check I wasn’t going crazy I also checked my search history and was able to find the landing page after the refund which shows the refund was successful.
Yet, we have an A-Z open and the order is showing as not refunded 
Needless to say I have appealed the case so will be interesting to see how it goes as we have never experienced this before.
10 replies
Seller_7VbclcPFFRTnc
did you upload proof of the damage ?
I would imagine amazon are holding the refund pending the a-z outcome
you may find they refund buyer if you presented enough info
Seller_SITNVuZK87zGK
I imagine the A to Z may have been opened as the customer is aggrieved at receiving a partial refund - so the A to Z has been opened to claim the rest.
I’ve no experience of this as to how amazon deal with cases of partial refunds, but I don’t think its a glitch - just your customer knows the system and is trying to get the rest of the refund. I would like to assume that amazon will view the partial refund, and the images you should have uploaded of the damage, and deal with the A - Z fairly.
