A-z Claim - 2nd Time
A few weeks ago I sold a DVD recorder and buyer wrote to say she was having trouble tuning it in. I sent her instructions together with a link to the manual. I heard nothing more until a week later when she filed an A-z claim, but stating ‘Item not received’(!).
I obviously defended the claim, which had the tracking number and showed it as delivered. The claim was rightly rejected and closed.
However, it has just been re-opened. The claim reason (Item not received) is exactly the same as before - the only thing that is different is in the claim details email from Amazon, where they say:
This order is eligible for return. Please provide the information listed below:
– Return address
– Return Merchandise Authorization (RMA) number (if applicable)
– Other information relevant to the return (e.g. tracking information for a replacement item if agreed with the buyer)
So my query is this - if she has rang Amazon and said, well actually I did receive the item but I now want to return it, then this should have been a straightforward returns request - not an A-z claim! Why should I be penalised first for her lying in saying she never received it at all, and now seemingly actually only wanting a return! How best to address this claim now so it doesn’t adversely impact my metrics?
A-z Claim - 2nd Time
A few weeks ago I sold a DVD recorder and buyer wrote to say she was having trouble tuning it in. I sent her instructions together with a link to the manual. I heard nothing more until a week later when she filed an A-z claim, but stating ‘Item not received’(!).
I obviously defended the claim, which had the tracking number and showed it as delivered. The claim was rightly rejected and closed.
However, it has just been re-opened. The claim reason (Item not received) is exactly the same as before - the only thing that is different is in the claim details email from Amazon, where they say:
This order is eligible for return. Please provide the information listed below:
– Return address
– Return Merchandise Authorization (RMA) number (if applicable)
– Other information relevant to the return (e.g. tracking information for a replacement item if agreed with the buyer)
So my query is this - if she has rang Amazon and said, well actually I did receive the item but I now want to return it, then this should have been a straightforward returns request - not an A-z claim! Why should I be penalised first for her lying in saying she never received it at all, and now seemingly actually only wanting a return! How best to address this claim now so it doesn’t adversely impact my metrics?
0 replies
Seller_EJIX7rqDNQJi2
Even if your buyer never opened a return request, you should have immediately provided her your return instructions (a local shipping address) after getting a message complaining about something in regards to the order. As Amazon doesn’t require buyers to open official return requests.
Only once you do so, you can offer alternative solutions such as instructions how to resolve technical issues or replacements.
Now you will need to comply with Amazon’s request and send the buyer your return instructions in order to have the claim denied.
Seller_hC0hNVDuILaKO
Watch out for a switcheroo if this is returned.
She may have broken her old recorder and be trying to replace it for free, so when you recieve her item back check it thoroughly to make sure it isn’t her old broken one instead of your new item.
Seller_sFEUMUfeW5484
Gerry Cottle would be proud of this. It really shouldn’t be this difficult. It’s all well and good saying follow Amazon policy etc but Amazon don’t follow policy, buyers don’t follow policy, and even when sellers do follow policy (assuming you can figure out what it is), they get slapped on their metrics regardless.
Then after dealing with cases like this, a survey pops up in seller central asking “Do you think Amazon pprotects your buisiness”…Well…
