A-Z Help can some one answer this
Hi
i have a customer who opened a return for change of mind return authorised and pre paid label supplied as per the automated returns process.
They posted item and opened a A-Z case the next day saying they had returned item but had not been refunded. It went to review i hadnt refunded as i had not recieved item back
i have now recieved the item back and it is still in review if i refund the return will the A-Z count against me?
Seller_HuoGnENb0muIm
We had one like this and it didnt affect our metrics as we refunded prior to a decision being made. We did make sure to put a note on the case in review stating that the customer had opened the a to Z prior to the item being returned to us and that as the goods had now been returned we had refunded the customer in line with Amazon Policy.
0 replies
Seller_zDUw7ekrB6OEy
If memory serves me if you refund before Amazon makes a discision then your metrics won’t be affected as you have rectified the issue. It certainly wouldn’t harm to refund asap as you do have the returned item.
Seller_zDUw7ekrB6OEy
Not sure how it worked out for you but we have just had the same. I followed my own advice and refunded before the decision was made but received amessage stating the claim was closed as I had refunded but it would still go against my ODR.
I have appealed stating customer had not returned item or sent proof of damage at time of claim. Seems Amazon don’t follow there own policies when deciding on A-Z claims
