Amazon gives full refunds A-toZ claim even though customer haven't returned the product or the return used/damaged items
On several occasions, Amazon has provided customers with full refunds even though they have not returned the product or returned damaged/used products when they file an A-To-Z claim. I have tried appealing, however, appealing usually if not always gets denied. Unfortunately, Safety claims can no longer be filed when an A-To-Z claim is filed. What actions can be taken when A-To-Z claim is very one sided? I've now lost thousands due to this.
83 replies
Seller_0t3yxK4t6EM7x
This seems to be happening more and more. I have had a few a-z claims opened this year when the return is in transit. If amazon doesn't look at the claim until the item is delivered, they than find it against you, issue a refund and give you a defect. The system is extremely flawed and goes against their own policy of issuing a refund after the item arrives.
Seller_IEWdTHwJBRbZb
This has happened to me many times. I immediately respond to them stating that their policy allows us 48 hours after we received the item to refund, but this rarely goes through.
I've recently posted something similar, and what I got was to "explain it as if I was explaining things to a 5-year-old with the attention span of a goldfish" and that sometimes copying and pasting their policy works, because most likely they don't even know it themselves.
I think all of this should not be necessary, we should not be concerned with how many appeals they get daily, If they get all of these appeals it is because they haven't figured out this system yet. Nobody is accountable in that department, I assume there are no metrics by the way some of these claims go, they just do whatever they feel like.
Seller_iBc1T9mIiFq9Z
Yes, item is not even return back to our facility and buyer filed A to Z , amazon granted and count toward order defect rate
Seller_qKazf8TmYbJNO
Every situation is different and so many specific details would be needed to understand the reason for this.
Was is FBA or FBM
was it shipped on time
What was the reason the claim was opened
Was the product actually damaged
Did you accept the return
Was the item under $100
Was the item under $25
Did you respond to customer messages within 24 hours
Then there are all sorts of combinations of the above questions that would come into play.
Depending on some of the above details you may or may not have been able to prevent losing a claim. Like if the item was not shipped by the ship date you almost always lose a claim regardless of anything else.
Or if the customer messaged you on friday and you didnt respond over the holiday weekend, and then they opened a claim you will most likely lose
Seller_pPJq5hFWVCV7P
Amazon's policy isn't limited to FBM (Fulfillment by Merchant) sellers but also to FBA (Fulfillment by Amazon) sellers. I've received several complaints from our FBA buyers regarding delayed orders. Amazon's response to the buyers is, "Full refund and keep the product."
The response I received from Amazon is: "Amazon, at its sole discretion, may allow the buyer to keep the product (returnless) and get their money back. Please ensure I ship promptly to prevent this from happening." I'm FBA, Not FBM. When I try to respond, I'm told: "This matter has been closed - do not contact us again."
Translation: We just stole from you and there's nothing you can do about it - we're Amazon and above the law.
Oh, and one more thing: since Amazon likes to tell me how much the buyer is my customer, when I ask for the tracking number, Amazon tells me that it is "private information," and I cannot see it.
Thanks to Amazon - I now encounter buyers who every few months place orders and then, on the same or the next day, claim their shipment is late. Amazon gives them a full refund, and they get to keep the product. They repeat this process when they run out. I am unsure if I can show screenshots of this abuse so I wont but I can support the claims Im making.
If this isn't a case of theft at its finest, I'm not sure what is.
Seller_0UgICdZDdOZRZ
It's thieving and should be reported!!!
Seller_4K7eqIN4GuF2E
Amazon does not care because its NOT Amazon's money (and you were charged refund processing fees).
Seller_OJoLhX4pYw9iY
We just had a customer send their old products (door hardware) back to us, in the empty packages of the product our family sells. Amazon gave them a full refund, despite our objections. Total fraud. Amazon Customer Service overseas was completely disinterested in our appeal of the A-Z claim. Repealed several times, no affect. Very broken system, that just encourages more fraud.
