Out of policy return request not repied in 48 hours leads to AZ claim and FULL refund without return!!
A customer ordered a product in March and sent us a message in May saying he wanted to return because it was not working.
We sometimes response to out of policy return requests selling them it is out of return window, but not always reply especially when we were busy. For this one, we did not replied and we totally forgot about it after a few days
Then later we received AZ claim claiming "item not arrived" and lose the case for reason we did not response to seller's message in 48 hours.
I learned the lesson that always reply to the message for return in 48 hours even if it was out of policy. However, for this particular case, it seems quite unfair to issue full refund without return just because the seller did not response to a buyer's inquiry in 48 hours TWO MONTHS AFTER THE PURCHASE
How should I appeal this case and what is chance of winning?
Out of policy return request not repied in 48 hours leads to AZ claim and FULL refund without return!!
A customer ordered a product in March and sent us a message in May saying he wanted to return because it was not working.
We sometimes response to out of policy return requests selling them it is out of return window, but not always reply especially when we were busy. For this one, we did not replied and we totally forgot about it after a few days
Then later we received AZ claim claiming "item not arrived" and lose the case for reason we did not response to seller's message in 48 hours.
I learned the lesson that always reply to the message for return in 48 hours even if it was out of policy. However, for this particular case, it seems quite unfair to issue full refund without return just because the seller did not response to a buyer's inquiry in 48 hours TWO MONTHS AFTER THE PURCHASE
How should I appeal this case and what is chance of winning?
7 replies
Quincy_Amazon
Hello @Seller_PDgPqby9g0aaQ
Thank you for posting your inquiry to the Forums.
I came across your thread and wanted to inquire whether you appealed the claim and the outcome. For reference, if Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
Please feel free to provide an update to this thread.
Regards,
Quincy_Amazon
