A to Z Issue (no return of item but refund given by Amazon)
Hi all, I will keep it brief but need some help from you clever and friendly people:
- Customer on Amazon France tells us item he received does not turn on
- We ask him for further details
- Customer does not reply
- We receive an A to Z claim where customer lies and says he responded when he didn’t (this can be verified by Amazon messaging syste)
- Customer does not return the item but Amazon gives full refund.
- We dispute this with Amazon
- Amazon tell us they have closed the case and will not respond.
What do we do? At the very least we would like the item back as it is close to £100 and we strongly believe the customer is lying.
105 replies
Seller_esvgLzKXw2YAl
So was it fully tracked?
Was tracking uploaded at the time of order?
Seller_NoMNQDGnEW5Bx
As long as your return settings are right, accept the return straight away and then contact the customer to sort out where the return goes to, there’s no time limit as such then and if the buyer doesn’t respond you can show on the a to z (if opened) that you’ve followed all the procedures.
Yes its wrong that Amazon are issuing refunds without returns and has been discussed on many threads but you have to follow procedure.
If the customer is in France I don’t know how a small claim would work but what about writing to them with a Letter before Action and a return label?
Seller_WoVeOEFBtlntQ
I had a similar case when I sold an item for £150, buyer put a return request in that it was faulty. I accepted the return and buyer lodged a A-Z which was accepted. I lost £150 buyer got his money and the item. I lodged an appeal and lost. So what most people are saying here is not true as i accepted the return.
Seller_sFEUMUfeW5484
Add 25p to all your items for a couple months. You will have your money back then.
Seller_EOmLRMFX8Oo9x
Cannot wait for their response to you @DAE-1
Seller_NoMNQDGnEW5Bx
Without going back through the thread, have you actually sent the buyer a pre-paid label to return the item?
