Unfair A-to-Z Charge for Customer’s Return Shipping Cost
I recently experienced an unjust A-to-Z claim decision and wanted to share my case to see if other sellers have faced similar issues.
A customer requested a return that was not due to any fault of ours. As a goodwill gesture, we provided a prepaid return shipping label to make the process easier for them. However, instead of using the label we provided, the customer chose to return the item using their own shipping method.
We processed a full refund once we received the return, but to our surprise, Amazon still charged us an additional $40 for return shipping costs under the A-to-Z Guarantee claim.
This raises some major concerns:
Why are sellers being held financially responsible?
How can we dispute such a decision?
Is there a way to prevent this from happening in the future?
I have already reached out to Seller Support, but their response has been generic and unhelpful. Has anyone successfully fought back against such A-to-Z charges? Any advice or similar experiences would be greatly appreciated!
Looking forward to hearing your insights. Thanks!
Unfair A-to-Z Charge for Customer’s Return Shipping Cost
I recently experienced an unjust A-to-Z claim decision and wanted to share my case to see if other sellers have faced similar issues.
A customer requested a return that was not due to any fault of ours. As a goodwill gesture, we provided a prepaid return shipping label to make the process easier for them. However, instead of using the label we provided, the customer chose to return the item using their own shipping method.
We processed a full refund once we received the return, but to our surprise, Amazon still charged us an additional $40 for return shipping costs under the A-to-Z Guarantee claim.
This raises some major concerns:
Why are sellers being held financially responsible?
How can we dispute such a decision?
Is there a way to prevent this from happening in the future?
I have already reached out to Seller Support, but their response has been generic and unhelpful. Has anyone successfully fought back against such A-to-Z charges? Any advice or similar experiences would be greatly appreciated!
Looking forward to hearing your insights. Thanks!
5 replies
Seller_7LrAV0m5llaI7
Don't offer a prepaid label if it's not any fault of yours. It's not required in Canada if the customer returns the item they no longer want.
Amazon will then ask the customer the tracking number if they file an a to z claim. If they do not provide a tracking number within 48-72 hours, the claim is closed off as non-return.
Seller_7LrAV0m5llaI7
In the Canadian marketplace, a prepaid return label is not required.
Seller_bSnqvAQftSIFB
Get used to it.... Amazon is about the customer only. Doesnt matter if you're right and you prove you're right, they will ALWAYS side with the customer. It's pathetic.
