Another rediculous A-Z Claim making me despired
A customer received a parcel, then he feedback to Amazon saying the product defected, and required for return.
I asked him whether he could send me a vedio showing how the defect was. He said he had no time to do that. Then I managed to let him return. After he drop off the parcel in a return station, I requested him to wait until I receive the parcel, and I shall do the refund immediately. However, the customer soon claimed A-Z Guarantee, and got paid fully. 10 days past, I received the returned product, and found the product is perfectly good, no defect.
As his unreasonable A-Z Claim, my product defect ratio came high, and my account comes risk of being deactivated. Plus, I paid quite a lot for international delivery. Even worse, my selling of related products comes to almost Zero.
I wanna ask, how Amazon define a defected product? Is that as long as a customer says the product is defected, Amazon then defines it as defect? If so, I doubt there is fairness of the platform. At least, the platform should request for vedio or picture proofs.
I understand evil exists, but I never know there is such kind of evil customer, just to destroy you.
Another rediculous A-Z Claim making me despired
A customer received a parcel, then he feedback to Amazon saying the product defected, and required for return.
I asked him whether he could send me a vedio showing how the defect was. He said he had no time to do that. Then I managed to let him return. After he drop off the parcel in a return station, I requested him to wait until I receive the parcel, and I shall do the refund immediately. However, the customer soon claimed A-Z Guarantee, and got paid fully. 10 days past, I received the returned product, and found the product is perfectly good, no defect.
As his unreasonable A-Z Claim, my product defect ratio came high, and my account comes risk of being deactivated. Plus, I paid quite a lot for international delivery. Even worse, my selling of related products comes to almost Zero.
I wanna ask, how Amazon define a defected product? Is that as long as a customer says the product is defected, Amazon then defines it as defect? If so, I doubt there is fairness of the platform. At least, the platform should request for vedio or picture proofs.
I understand evil exists, but I never know there is such kind of evil customer, just to destroy you.
8 replies
Seller_IQo80d99W2DzP
Yes, as long as the Buyer says it is defective, then they class it as defective. Even if Bezos himself is the expert, they will say he is a liar and all Sellers are cheats and liars. Customers are 'gods' and never lie, cheat or do anything bad! (Strange sometimes the same person is a Buyer and never lies, but when they become a Seler, they change totally, even in the same day).
Likely if returned as new, the Buyer just did not understand how it worked, but that is then Buyer Remorse, unwanted.
Ignoring all that, your main issue is selling abroad has major pitfalls. Since Brexit we no longer sell abroad on Amazon. You MUST issue a returns authority no matter what within 48 hours of the return request and provide a pre-paid return label back to the UK from abroad, at your cost. OR, you can just refund the Buyer and tell them to keep the item. OR, you can arrange a returns address within the country that you have sent the item to, so if in France an address in France, if to Germany, and address in Germany, etc, etc. You will need a lot of addresses! If you have an agent in that country, then the Buyer pays to return if not faulty, if faulty then the Buyer pays. If not faulty, you can refund except for return postage to that country and just provide an address to go back to, but still may get an A-Z Claim.
Unless doing FBA abroad, I suggest only sell to UK addresses.
Seller_9uIyHDTdIs9Vz
Totally agree! Only wish Amazon can do justice to both sellers and customers some day. It is not that difficult to them actually.
Sakura_Amazon_
Hello @Seller_9uIyHDTdIs9Vz,
Did you dispute this A-Z claim ? If yes, could you share the outcome?
Thank you,
Sakura
Sakura_Amazon_
@Seller_9uIyHDTdIs9Vz
I got the information from the team regarding your AZ appeal denial.
Let me explain the key points:
According to our policy: "If the customer raises a return request, you must authorise that request within 48 hours and provide a domestic return address, a prepaid return label or a returnless refund. In the event the return is international, you must comply with our international returns policy. It is best practice to respond within 24 hours. If you do not authorise the request within the 48-hour period, the customer will be eligible to file a Claim." You can find more about this here: About A-to-z Guarantee Claims
As an international seller, when a return request is received, you must either:
- Update the return request with a valid domestic return address, or
- Provide a prepaid return label
You can review more about it here : Customer returns for international sales
Even though the item was received back in good condition, the claim decision was based on the handling of the return process rather than the item's condition. For future returns, please ensure you:
- Respond to return requests within 48 hours
- Properly update return information in Seller Central
- Issue appropriate refunds promptly upon receiving returned items
This will help avoid similar situations in the future and maintain good account health.
Regards,
Sakura
