AtoZ email - 72 hours to respond or refund. Will refund give me a defect?
The email below. Nowhere does it say if I'll get a defect or not if I refund the customer within the 72 hour window. My question is, if I refund the customer within the 72 hour will I get a defect or not? I'd rather not get a defect by manually refunding the customer.
And if by any chance a mod see's this, they should clarify so in the email text. It's ambiguous.
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer and debit the amount from your account.
What is needed from me?
The buyer sent us the return tracking information listed below which suggests that you have received their return.
Within 72 hours, please inspect the merchandise and issue a refund for the order. If there is a problem with the return, contact us as soon as possible to let us know.
If you do not issue a full refund and do not contact us within 72 hours, the claim amount may be debited from your account.
AtoZ email - 72 hours to respond or refund. Will refund give me a defect?
The email below. Nowhere does it say if I'll get a defect or not if I refund the customer within the 72 hour window. My question is, if I refund the customer within the 72 hour will I get a defect or not? I'd rather not get a defect by manually refunding the customer.
And if by any chance a mod see's this, they should clarify so in the email text. It's ambiguous.
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer and debit the amount from your account.
What is needed from me?
The buyer sent us the return tracking information listed below which suggests that you have received their return.
Within 72 hours, please inspect the merchandise and issue a refund for the order. If there is a problem with the return, contact us as soon as possible to let us know.
If you do not issue a full refund and do not contact us within 72 hours, the claim amount may be debited from your account.
17 replies
SEAmod
Hello @Seller_NhP8yCpk9aQEv
Thank you for visiting the seller forums. As @Seller_4zBzdtgCyS9EIsaid, it will depend on why the A-to-z claim was opened.
The Amazon A-to-z Guarantee Program is provided for orders fulfilled by sellers using the Merchant Fulfilled Network (MFN). It does not apply to FBA orders. The claim process covers both the timely delivery and the condition of items once received by the customer. If a customer is not fully satisfied with an order, it's in everyone’s best interest if you're able to resolve the issue directly with the customer using Buyer-Seller Messages and timely authorization and response to a return request. Resolving issues directly with the customer, before a claim is filed, protects your order defect rate.
For now, I suggest you respond to the claim through Seller Central. Have you received the item back? Have you inspected it? If you have it back then I suggest that you process the refund.
Seller_WAZNnMBpd99sI
We can't explain why the above commenters are equivocating...
After any A-to-Z is opened, if you issue any refund, partial or full, you will get an ODR hit.
Your ONLY option is to fight an A-to-Z to the death.
That is the option Amazon gives you.
Should you "win" the A-to-Z.. well congratulations!
However if you subsequently refund, you will get dinged.
Actually the rare case where Amazon may not hit your ODR, would be ONLY if Amazon decides to refund their customer out of their funds, or if a package was buy/shipping but not delivered and is being returned to you by the carrier -- they will charge the refund to you, but not the ODR hit.
Seller_aQfYOntqEgb0r
Have you gotten the return back? If so, when? If it was more than 2 days ago (which is when Amazon requires you to refund the buyer by) and you haven't refunded them still, you likely will get a defect since it wasn't refunded per policy.
If a buyer opens a return while the return is on the way back (meaning they weren't really eligible to file it), normally Amazon will make you refund it like normal but won't count it on ODR.
Again, this depends on the specific circumstances of each case.
Seller_E8mL3eW2WFX39
They will always defect AUTO for refund if its an A-Z , i learned this the hard way just trying to avoid the stupid thing. Respond and wait it out if you have a valid claim against the A-Z.
Seller_HP0CuTSNvJvu9
Neat. Check back in again in 15-30 days to apologize. I was trying to help YOU.
