A - Z Claims? Help Please?
New seller. No idea how this works. I have had two returns asked for while on here. I have agreed to the returns through messaging the buyers, though I didn’t agree with one of them really.
I have checked my performance and everything ok except I have one A-Z claim. How do you know when you get one of these? Do you have to check performance every day? No idea what is happening regarding the returns I agreed to. I thought it said I need not do anything else, but not sure now. Find the return process very confusing compared to another well known platform I use
0 replies
Seller_EHYOwAkoZV3Hb
You’re allowed to say ebay, nobody will tell you off.
Seller_hC0hNVDuILaKO
If you don’t send with tracking, and an A-Z is opened by the buyer for INR then you won’t be notified of the A-Z at all, it will simply be awarded to the buyer by the bots, since you can’t prove delivery.
For all other A-Z’s you should see the notification in Seller Central and will have 72 hours to respond.
Seller_9gxLEcl5fL4JO
You said you agreed to the returns through messages. Did the buyers open a return request or just asked via message? You can see any returns under seller central - return requests - view all or filter by authorisation required. You have to respond to any return requests on there within 3 days (including weekends). If they opened a return request and you only messaged them without authorising the request, they might have not seen your message and assume you ignored them? Happens on Amazon a lot as their messaging system is terrible.
Also, what is the reason they stated on the A-Z? Might help to know the circumstances to advise the best way to deal with it.
Returns are quite simple if you set them up correctly. You can set them to get automatically authorised if they comply with return policies (e.g. within 30 days of receipt) and you can also ask Amazon to generate an RMA. Once you have set that up, you will just get an email when a return has been opened and unless out of policy, buyer will get authorisation email straight away with RMA and your address + any other info you choose to fill in at the set up (you can see from seller central right corner - settings - return settings).
eBay has started to use this automated process not that long ago, although Amazon at least lets you put in RMA or use theirs rather than eBay just doing it without your input. The biggest difference is you cannot close a return so it will be displaying under view all for a good while. They now changed the view a bit and have a tab called closed which didn’t use to be there. I believe returns are considered closed if a refund is recorded on the order or certain amount of time has passed - some believe 14 days, others 30 from authorisation.
