A TO Z CLAIM buyer keeps item and funds too
Buyer receives refund because of late delivery.Keeps item and funds too.
How can something like this be possible.
Your Representations:
June 19, 2020[Seller correspondence]: Dear Amazon. We apologize for the inconvenience caused to your customer. The handling and transit period is much longer due to the restrictions caused by Covid19. We sent the package on 29.05 but due to the large volume of parcels from the Post Office (Romanian as well as the international one) and the small number of employees working as well as the reduced working hours led to delays. Today, 19.06, the entry of the package into France with tracking number 8K04054072129 for France, respectively CO974014545RO for Romania was confirmed as well as the processing of the package in the logistics platform of the post office in France. We were assured that they would deliver the package as soon as possible. Friday, 19 June Your parcel is transiting through our logistics platforms to be delivered to you as quickly as possible. Friday, 19 June Your parcel has arrived in France. https://www.laposte.fr/outils/suivre-vos-envois?code=CO974014545RO The cancellation of an international order can be made only during the period when the package is still in the custody of the Romanian Post. Once the package has left Romania and entered transit, no further steps can be taken to cancel the order. The only procedure is as follows: at the destination the consignee must refuse the package. We are at your disposal if you have any other questions and we strive to resolve this inconvenience for the customer caused by the delay of the package due to covid 19. Thank you so much for your time and have a good day. Best regards Brenda.
Your Appeals:
June 26, 2020Dear amazon. It does not seem correct to leave me without my money and without my goods. The customer picked up the item 4 days ago, on Tuesday, June 23, altough it was reimbursed by you on June 21!How is it posible for something like this to happen? The customer did not refuse the package even after I informed him to refuse if he did not want the product, especially since it has already been refunded! Please refund my funds, because the buyer’s refund in this case is totally incorrect and unfair. I hope that our case will be solved professionally and analyzing all aspects. https://www.laposte.fr/outils/suivre-vos-envois?code=8K04054072129 mardi 23 juin 09:32AM Votre colis est livré.
Amazon sends me this response:You should have provided the information before the refund that the item was delivered.But the item was delivered after the refund.
Thank you for taking the time to provide us with additional information regarding the order complaint 171-7684437-7308358. After further examination, we decided to maintain our original decision.
Why was my appeal procedure dismissed?
You are responsible for the complaint, because we did not receive the requested information on 06/18/20. undefined When a buyer makes a complaint about one of your orders, we will notify you by e-mail and tell you how to respond to it. As part of the complaint review, we may ask you for additional information. If you do not respond to us within the time limit, we will validate the buyer’s complaint and debit your account for the corresponding amount.
We cannot reverse this decision unless the buyer confirms receipt of the product and authorizes re-invoicing. You can ask the buyer to contact us, but keep in mind that you must be courteous when dealing with the buyer. Any inappropriate or excessive speech between the parties is prohibited.
For more information on the A to Z Warranty policy, help on navigating the A to Z Warranty Claims page or how to avoid claims in the future, see our help pages : https://sellercentral.amazon.fr/gp/help/help.html?itemID=27951&.
thank you,
Amazon
0 replies
Seller_pM5wtT47V6qLR
Welcome to Amazon, they don’t care about your money one little bit.
I had the same thing, customer emailed me saying item was late, I sent him the latest tracking info showing that the item would be with him the next day, he files an AtoZ immedialtely, gets £400 back, receives the item the next day, Amazon not the slightest bit interested. Customer changes his account not to receive messages and ignores me.
Customer in Spain, receives item, files AtoZ, Amazon ask for all sorts of info which I supplied, last week they asked for a proof of delivery slip showing the weight of the package, signature, date sent etc etc, I supplied all of it, EXACTLY as they requested, today they refunded him, down another £245
Amazon do not care about you.
Seller_saK5Ah2SaNYjL
Raise the case with the MD. I’ve been successful in reversing these claims after contacting the MD.
Seller_OB6WbtcsL3pO0
Send the customer a return label. Tell them that if you don’t get it back within 7 days you’ll take them to a small claims court.
If they haven’t paid for the item then it doesn’t belong to them and it’s not their right to keep it.
Seller_2tEYYuyiUd10L
This has happened to us many times. We had one last week where a US customer made an A - Z; Amazon gave them their money back before I’d even had a chance to see there was an A - Z against us. When I checked the tracking, the customer got their item less than a day after getting their money back.
I’m not a lawyer but I would certainly think legally Amazon must be on dodgy ground here because, as you say, once they have refunded the customer, said customer no longer owns the item and I reckon they should be legally obliged to return it. I usually message them and tell them we expect it back as it’s no longer theirs - if they call your bluff and don’t answer, frankly there is naff all you can do but sometimes they do respond by returning the item. The customer in the US actually agreed to do it.
Seller_E8i5wRvq8S97n
And now he is saying that he never received the product.
