AtoZ Return Out of Policy
We received an "out of policy" return request for an item 45 days after it was delivered. Way outside the 30 day return window. We had no communication with the customer and no indication that the item was faulty.
As we are supposed to be allowed to do, we rejected the out of policy return request and we messaged the customer with details of how they can have their machine repaired for free under warranty by calling the manufacturer.
We then received an AtoZ claim where the customer claims the item is damaged. We defended our position and told Amazon that it was out of policy and the customer should claim under warranty. We acted correctly by pointing them towards the manufacturer to have their machine repaired.
The AtoZ has been reviewed and Amazon have told us that the customer IS eligible for a return and we should provide them with the return address or they will auto refund in 72 hours.
I doubt there is anything i can do to fight this, i may as well just take the return but its unfair that Amazon can override their own policy for customers and insist on a refund for an item where there has been no communication from the customer apart from an "out of policy" return with no comment on it 45 days after delivery.
6 replies
Seller_YvPJcV8cv0Kiu
I Urge all sellers to go into their li Ar-to-Z claim section and look at what buyers are doing, since AI bots keep sending buyers annoying messages about did you receive item?. - They are literally helping buyers make DNR claims on item being received. (Look for these types of messages, its not a good news, scenario) -
The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.
- Granted
- Seller-funded: Jun 20
- Order Defect Rate (ODR) impacted: No
- Appeal by: Jul 20
- Order ID:
- Product Amount: USD 49.77
- Claim date: June 19, 2024
- Why is this happening?
- Click on the Order Number, in your AtoZ section, and even though your ODR was not impacted, your bank account was. (mine was -$49.77) in this one instance. (the disqusting thing is due to weather, some items were delayed ) - but the buyer still got their item before the expected delivery date - - According to USPS its even in writing the tracking provided shows it was delivered (yes) the very same Shipping Provider Amazon uses for their Last mile since 2013.
(my question is) - why if the tracking is good enough for Amazon Shipping,- but its not good enough when going direct thru USPS? - Also, why are sellers being taken to the cleaners, if Amazon who accepted the Credit Card, wants to give them something free, shouldn't the billion-dollar a day company be doing that on their own dime? - Now, I have to file (a double) claim - one for the cost of the item, and one for the lost package.
I am going to make some YT videos to show people in 2024 how to win this type of seedy action. (Amazon is actually selling these poor buyers down the river, because (Ground Advantage comes with $100 of Insurance) - and in their own admission, even claim - the tracking shows it was delivered, but their precious buyer claimed they didnt!
Roberto_Amazon
Hello! @Seller_RnoJYdlqCE5Tw
Thank you for using the Forums. I have looked into this specific claim, and you took the right steps for this issue. The buyer's claim was denied since it was an out-of-policy return.
Our A-Z claims team has informed the buyer of this decision and provided recommendations to raise claims with the manufacturer.
No additional actions are needed from you.
Regards,
Seller_NjPKJxORzB59i
The same, and amazon refund directly to customer even no notification from amazon but this A-Z.
