Order 206-8923544-9975502 was delivered Monday, August 25 at 15:43
The order was delivered correctly, the buyer ordered the incorrect size and requested a return. This return reason is out of our control, all of the product details are on the listing, the buyer is responsible for checking and ordering the correct size.
The buyer opened the return for 'The sizes were not the actual fire.' (They are and the sizes have been checked and confirmed against the listing) and in Amazon buyer seller messages on 27 Aug 2025 09:25 states 'It is not defective it is the wrong size'
The buyer had an Amazon return label generated on the return under Evri. The customer requested we collect this from them, we said for a home collection it would cost £15, and that this would be deducted from the final refund value. The customer did not want to pay, in which we said they can use the return label provided by Amazon with Evri to return this to us, they still persisted we collected. We explained as per Amazon terms and conditions when a seller collects an item from you we reserve the right to recover the standard cost of collection. This is detailed here: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GV38326YW5JX9V9X
At this point the customer opened an A-Z claim for the item, even though they have our return address, a return label provided by Amazon, and an option for a home collection by us. At this point the customer still has the full item.
As per the customers request for collection, we booked the collection in with our own courier and notified the customer there would be a £15 deduction from the refund.
The A-Z Provisionally closed (as the buyer presumably gave them our return tracking number that we sent to the customer via buyer seller messages) and it stated OUR return tracking number on there, the one WE paid for.. (perhaps Amazon assume this was paid for by the customer??) We have the invoice...
The order does not warrant an A-Z claim in the first place as we delivered the correct item on time in an undamaged condition, as confirmed by the buyer in their message to us on 27th August 2025. We replied to all of their messages within the SLA timeframe, and we provided multiple return options to the customer.
The Amazon A-Z claim policy can be found here. https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV
Once the item was returned to us and we issued the refund (within 5 hours of receipt), the claim reopened instantly debited us the £15 shipping and put the order against our order defect rate.
In summary;
We sold an item as described with all dimensions in the description and detailed to the millimetre on the listing.
The buyer did not check the listing properly, found it did not for and demanded we collect this at our expense, even though there is no issue with the appliance, as confirmed by the buyer in buyer seller messaging.
We stated the returns procedure IN LINE WITH AMAZONS POLICIES
Customer decides they don't like the Amazon policies and proceed to A-Z
Amazon side with the customer OUTSIDE OF THEIR OWN POLICIES and refund the customer money that is rightfully ours, whilst also affecting our account health.
Why do Amazon policies apply to one, but not the other?
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