The buyer returned the package, but we didn't know about it.
We are filing a complaint against the A-to-Z claim for order #[ 113-8836799-1817844] and respectfully request that it be removed for its negative impact on ODR. The reason is as follows:
The buyer returned the package but we didn't know about it beforehand, which resulted in not refunding the buyer in time.
The buyer filed an A-to-Z claim for a refund. Our store was affected by the ODR after the refund.
Our return instructions state that if a buyer returns a package they need to inform us of the return and give us the tracking number so we can verify it.
But we didn't know that until after the buyer filed an A-to-Z claim.
We have refunded the buyer, but I don't want my store to be affected by ODR.
Thanks.
@Quincy_Amazon @TaylorR_Amazon@Cade_Amazon
@Charly_Amazon
@CR_Amazon
@Danika_Amazon
@Danny_Amazon
@Dominic_Amazon
@Dougal_Amazon
@Emet_Amazon
@Emet_Amazon
@Joey_Amazon
@LeviDylan_Amazon
@Micah_Amazon
@Michelle_Amazon
@Quincy_Amazon
@Roberto_Amazon
@Sandy_Amazon
@SEAmod
@Steve_Amazon
@Tatiana_Amazon
@Troy_Amazon
@Topher_Amazon
@Veronica_Amazon
1 reply
Minerva_Amazon
Hello @Seller_LtCxu1GTO9roo!
I reviewed the order and the related claim.
This was a return that was auto-authorized with a prepaid label. As per policy Prepaid returns for seller-fulfilled orders, for these orders "you’ll get an email notification each time a buyer requests a return and receives a prepaid return shipping label. The Manage Returns tool displays all returns".
You should have received a notification when the prepaid label was provided to the buyer with the tracking number.
The issue is that the refund was initiated by Amazon because it was not done within the timeframe indicated so in this case unfortunately I cannot request to remove the defect.
