Please help. Problems with issuing refunds to a buyer - A to Z Claim 2
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Seller_2AWLbiDkZsYHl

Please help. Problems with issuing refunds to a buyer - A to Z Claim 2

An item was shipped to an international FBM buyer was returned to us due to delivery problems (order 113-2924086-8457010), and we promptly issued a full refund: We did so FOUR times. The first refund was issued less than 24 hours after the item was returned to us by DHL.

However, each time Amazon did not complete the refund: The refund attempt was terminated and canceled.

We wrote to the buyer multiple times explaining that we had issued the refund but Amazon had not yet finalized it. I believe that the buyer used the AFFIRM payment method or something similar.

16 days after we received the item back, the buyer filed A-Z which was auto-granted. We got an auto-defect at the ODR. The stated reason for the DEFECT is that we did not refund the buyer.

We appealed the DEFECT, providing the above details. The system automatically (i.e., about five minutes after we submitted the appeal) denied our appeal, repeating the claim that we did not refund.

Note that we did not appeal the REFUND, we only appealed the DEFECT.

What would be your advice about the next step here? Does anyone have an experience to share on this matter?

Please help. @Quincy_Amazon @Veronica_Amazon @Rose_Amazon @Glenn_Amazon @Tatiana_Amazon

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Danny_Amazon

Hi there @Seller_2AWLbiDkZsYHl- and thank you for surfacing this issue here on the forums. I do see you also created this post covering the same issue, and did want to advise that creating duplicate posts does depart from the Community Guidelines for using the forums. Moving forward please do create only a single post per issue!

That said, I did want to let you know that I did take a look at this order and claim from my end and have submitted a request for some additional review and assistance. In the past, I have seen failed refunds impact when issues arise with a customer's payment method. Did the refunds you submitted appear as 'Pending' before they were cancelled?

I'll be sure to relay any information I receive here on the thread, thanks!

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