A-z lost even though already refunded!?
Had an item returned today. Took less than half an hour to check it over before initiating a full refund. As we all know, once initiated it can take several hours to process.
In the meantime, buyer unbelievably files an A-z claim saying he’d not received his refund! And AFTER I had already initiated a refund. I then lose the A-z, Amazon saying as I’d refunded him the claim is now closed and my metrics negatively impacted.
How on earth can this be when I had clearly already initiated the refund prior to his claim. No option to appeal. Any thoughts? Anyone been in this situation?
0 replies
Seller_xUKHc5xSYJmI4
Its rather shocking hearing stories like yours and others. We experience issues like yours frequently and to be honest the policies are so customer focused that they forget about the seller. There are so many pitfalls you won’t believe on this platform. It appears that these groups share their story online and before you know it your scammed.
Seller_SITNVuZK87zGK
We’ve had that a few times (though not had an instance where we had already refunded)
We’ve always managed to appeal stating the old policy of two working days to refund and state we had no issue refunding the customer but find amazon have broken policy by not giving us the two days to refund so find it shouldn’t hit our metrics. Occasionally you get a bonus of them refunding from Amazon funds as they haven’t understood the message. If you can’t appeal then managing.director would be the next step.
Seller_B4VbHpnDLDLAU
Unfortunately it’s a horrible way that Amazon work. Same as when a-z can be opened as non delivery with many days before the last ETA.
We are suffering allot with a-z more in past couple weeks than all year.
What scares me most is if you haven’t got the volume to counter them your account can be shut with no fault to your own.
It’s a horrible horrible system.
Seller_xUKHc5xSYJmI4
30% of all orders in France are problem orders. We don’t have the tools and the polices are written in such a way that they have taken away the seller right not to process the order. In Paris there are group of females who get together placing orders waiting for a considerable time the pass before alleging to have not received their order. It only takes 3 days but they wait over 20 days.
A-Z policy does not protect the honest. Providing in accurate or incomplete delivery address and then claiming to not receive their order is now in the buyer favour. We have lost hundreds pounds. I won’t be buying from this platform when the prime membership expires releases the processes are designed to protect the dishonest.
Seller_L2WLWf8N814M4
Hello @Chris2,
Have you tried to submit an appeal?
You have 30 calendar days to appeal and request a further investigation. If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your Order Defect Rate cannot be reversed.
Here is some useful information about A-to-z Guarantee claims
This other link is on How to appeal an A-to-z Guarantee claim
Kind regards.
Nickolas
