AMAZON AZ TEAM REFUNDING HIGH VALUE PRODUCTS TO CLIENTS AFTER A FULL 11 MONTHS WITHOUT ITEM BEING RETURNED.
So, we had a client purchase a high value product (£200). They used it for 11 months and 10 days and then have opened an AZ Claim claiming defect. AZ have refunded them without even sending the item back to us. Can I request Team here to help with this. This is very unfair.
Order number: 204-1447781-6309116
@Julia_Amazon @Spencer_Amazon @Roberto_Amazon @Ezra_Amazon @JiAlex_Amazon @Angie_Amazon @Sarah_Amzn
Many regards
3 replies
Ezra_Amazon
Hey there @Seller_q81OrG1cwhTmg,
I’ve checked in with the Partner team regarding this A-to-Z claim and here’s what they’ve come back with.
They’ve confirmed that the buyer’s case was treated as a remorse return, and a return label was requested from your side on 9 May 2025.
According to their records, the relevant information wasn’t received in time, which is why the claim was granted in the buyer’s favour, even though the item hasn’t been returned.
As per Amazon’s policies, if the requested info isn’t provided within the timeframe, the claim can be decided against the seller by default.
I really appreciate your patience and understanding on this.
Ezra
Seller_1O9Zf9odnBBK5
They have 30 days to return it under a remorse return.
Not 11 months?
Ezra_Amazon
Hi @Seller_1O9Zf9odnBBK5,
This item is part of the Amazon Renewed program, which comes with a 1-year return window for defective items from the date of delivery. In this case, the buyer contacted Amazon within that 1-year period, so the return is valid under Amazon’s policy.
You can review the Renewed return policy here for reference: Amazon Renewed Guarantee
Best regards, Ezra
