A to Z and return problem
Hi, I’m hoping the forum can advise me on this return problem. Customer requested refund but returned only a small part of the goods and they were damaged. Customer raised A to Z but in the meantime I agreed to replace damaged items as a goodwill gesture. Predictably Amazon have refunded customer and customer has the refund and the replacement parts. I have tried appealing the AtoZ decision but no reply from Amazon as yet.
Where do I go from here? All advice gratefuly received.
Campbell
A to Z and return problem
Hi, I’m hoping the forum can advise me on this return problem. Customer requested refund but returned only a small part of the goods and they were damaged. Customer raised A to Z but in the meantime I agreed to replace damaged items as a goodwill gesture. Predictably Amazon have refunded customer and customer has the refund and the replacement parts. I have tried appealing the AtoZ decision but no reply from Amazon as yet.
Where do I go from here? All advice gratefuly received.
Campbell
4 replies
Seller_rGtEcZnu0JTRD
From experience, this is fairly common to be honest, and they never over-turn the decision. Moral of the story is not to send replacements, we got caught many times before we decided to stop offering them. What we normally find is Buyer agrees to return, waits for tracking to register to show its on the way, and then immediately put in a claim, and get paid out, then accept the goods.
On appeal you will be told you cannot prove delivery, they will ignore the fact that the messages clearly show the customer has pulled a fast one, and made a claim before the courier has had any chance to deliver.
Ironically, they tell you that this exact situation is valid grounds for an A-Z appeal, shame they dont read this themselves.
Seller_L2WLWf8N814M4
Hello @Campbell_Brown_Ltd,
Customer was agree with the replacement?
Do you have messages or any other prove that you have send the replacements and customer received it?
If you want please send my by DM the details of this case.
Regards
Nickolas
