A-to-Z auto-refund if no response within 72 hours
Hi,
I’m standing in on customer service duty today so I have to confess I’m not totally up to speed on A-to-Z claims and I’m hoping someone can advise.
Amazon have auto approved a refund on an A-to-Z claim. Their website says that they only do this if there has been no contact from the seller after 72 hours (see here: https://sellercentral.amazon.co.uk/gp/help/help.html?itemID=G27951&language=en_GB)
We respond to all messages within 24 hours, usually much sooner.
We’ve had an order go missing on Royal Mail Packets 48, no tracking number so can’t provide further info
Order shipped Wed, 8 Apr 2020
Estimated delivery by Sat, 11 Apr 2020 to Tue, 14 Apr 2020
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Customer contacted on Friday morning 10th asking where their order is. Explained that it should be with them by Tuesday, but to keep in mind that delivery delays are occuring
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Customer contacted on Tuesday evening 14th to say that they still haven’t received the order. I responded the next morning (15th) to say that it had been sent on an untracked service. I asked them to wait until Wednesday to see if the order turned up, given the current delays we’re experiencing.
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Customer contacted again on Thursday 16th (morning) to say that they still hadn’t received their order. I replied in the afternoon to say that if they hadn’t received their delivery by end of day Friday then we would either send a replacement or refund in full.
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This morning we’ve not received any comms from the customer, but instead have received an A to Z claim from Amazon and the money has been automatically refunded to the customer.
What am I missing here?
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We’ve stayed in constant contact with the customer and responded to all their messages within a few hours.
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We’re not close to hitting the 72 hours of ‘non contact’ that would trigger an auto refund
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The customer did not directly request a refund. And I advised in my last email that we would process a refund or replacement on Friday if nothing was received by the customer.
What have we done wrong here?
Seller_Wqg5EgqxuOwDD
They would look at 72 hours from the initial contact.
15 replies
Seller_BS5lg2keRs2QO
Can’t help with the technicalities of AtoZ, but as a customer I would also have given-up and gone direct to Amazon.
Each time they made contact you gave them a new date. I expect Amazon will see that as fobbing them off and award in their favour with the view that you had three chances to resolve it already.
Seller_y7wlA8Npjq1Or
I would add without tracking numbers they will auto grant anyway.
But there was also a policy change a few months back they now auto grant every a-z regardless of tracking and its up to you to appeal. Lots of work right now.
In the case you mentioned above a never send replacements on amazon their system is not set up to deal with them. Also I personally with no tracking in the first place ( think I’ve read that correctly)I would have refunded after my 1st delayed post message
Seller_dSKE4YRj7YEhO
good afternoon,
I would like you to reimburse me 49 dollars that you have debited from my account please
