A TO Z GUARANTEE CLAİMS
Hello
Customer has 1 order with order id: 250-5695416-9196601. He ordered 1 more of the same product with order id: 250-0420485-6580613.
Instead of ordering 2 of the same product, he ordered the same product separately.
Delivery date: Thu, Oct 17, 2024 - Fri, Oct 25, 2024
The customer requested a refund on October 15th because he did not like the performance and quality of the product he did not receive.
A message was sent on October 15th to provide a clearer reason for the refund request.
When he did not respond, another message was sent on October 17th and a clear answer was requested regarding the reason for the refund.
On October 19th, it was reported that his order was delivered by UPS on October 17th.
It was reported that if the customer gives up the return request, a 10% discount will be made for customer satisfaction.
Since he did not respond, we continued to wait for the return request.
Then, a refund was made with a request from A to Z.
According to Amazon policy, it is recommended to contact the customer. Messages were sent, but the customer did not contact.
He requested that the products he received were damaged and defective.
A label was uploaded for the return request and it was not accepted.
Although a response was given, since no response was given within 48 hours, the objection request was not accepted, but messages were constantly sent to the customer.
Result:
The customer received 2 products for free and did not return them.
The customer got back the payment for 2 products 501.56 au
Our store ODR score became 4.88%
We cannot sell due to our ODR score.
We expect you to help with the refund and ODR score.
Good work.
A TO Z GUARANTEE CLAİMS
Hello
Customer has 1 order with order id: 250-5695416-9196601. He ordered 1 more of the same product with order id: 250-0420485-6580613.
Instead of ordering 2 of the same product, he ordered the same product separately.
Delivery date: Thu, Oct 17, 2024 - Fri, Oct 25, 2024
The customer requested a refund on October 15th because he did not like the performance and quality of the product he did not receive.
A message was sent on October 15th to provide a clearer reason for the refund request.
When he did not respond, another message was sent on October 17th and a clear answer was requested regarding the reason for the refund.
On October 19th, it was reported that his order was delivered by UPS on October 17th.
It was reported that if the customer gives up the return request, a 10% discount will be made for customer satisfaction.
Since he did not respond, we continued to wait for the return request.
Then, a refund was made with a request from A to Z.
According to Amazon policy, it is recommended to contact the customer. Messages were sent, but the customer did not contact.
He requested that the products he received were damaged and defective.
A label was uploaded for the return request and it was not accepted.
Although a response was given, since no response was given within 48 hours, the objection request was not accepted, but messages were constantly sent to the customer.
Result:
The customer received 2 products for free and did not return them.
The customer got back the payment for 2 products 501.56 au
Our store ODR score became 4.88%
We cannot sell due to our ODR score.
We expect you to help with the refund and ODR score.
Good work.
1 reply
Seller_4UClVQ6omP32U
Unfortunately that is just how Amazon's A-Z policies work. It is extremely biased to the buyer - they can keep the product and don't even have to return it.
Whilst the impact on your ODR score is bad, from a Amazon platform perspective, the unreasonably generous A-Z policy measn that us sellers as a group should get a lot more sales than selling on other platforms. But yes it does mean that those that get hit with unreasonable A-Z claims then have to suffer a lot.
