A-Z claim and partial refund?
Customer has opened A-Z claim because 1 out of 2 items has arrived damaged, i have offered customer replacement for the 1 item or partial refund for it by messaging them but dont understand whats the best way to sort this out? If i issue partial refund for the damaged item then represent the case, is it likely amazon might deny claim to buyer or its better to just ask buyer to return back then to issue refund.
2 replies
Seller_EJIX7rqDNQJi2
Issuing a partial refund will not close the A-Z claim.
Respond to the claim stating, that the items which you shipped were exactly as described in the listing and that the buyer can return the items for a full refund.
Seller_2BrPSydGy6oyq
You will need to respond to the A-Z claim by either stating you will refund in full once returned including buyers return postage cost, or issue a partial refund without return for the damaged item without the need for return if photo evidence of the damage is provided, then inform the customer of the two options.
The risk of making a partial refund when an A-Z is opened is that Amazon refund the full amount if the buyer has not agreed to a partial refund.
No point sending a replacement while the A-Z is opened, you could lose that also.
