A to Z team seems to "Granted" Customer claim for restocking fee
Greeting everyone
It appears that our A to Z team consistently approves customer claims for restocking fees when they return items that have been used and damaged. We always ensure to capture photographic evidence of these damaged returns, and we've had no issues in successfully applying the restocking fee through Amazon's return and refund sections. However, it seems that when a customer files an A to Z claim, regardless of the extent of damage to the returned item, the A to Z team tends to favor refunding the customer, even when we provide photographic evidence of the damage once again.
Interestingly, we recently received a message from the A to Z team regarding a challenging customer:
Hello,
The buyer sent us the return tracking information below. If there is a problem with the return once you receive it, please reply to the claim on the A-to-z Guarantee Claims page in Seller Central right away to let us know.
A to Z team wrote us that email because even A to Z think there will be trouble with the return.(buyer file A to Z claim and wants refund with out return, we won at first) We did what they ask for and yet buyer's claim is "granted"
Has anyone else encountered this issue, and if so, how have you managed it, given the apparent tendency of the A to Z team to override Amazon's own policies? Your insights and experiences would be greatly appreciated.
A to Z team seems to "Granted" Customer claim for restocking fee
Greeting everyone
It appears that our A to Z team consistently approves customer claims for restocking fees when they return items that have been used and damaged. We always ensure to capture photographic evidence of these damaged returns, and we've had no issues in successfully applying the restocking fee through Amazon's return and refund sections. However, it seems that when a customer files an A to Z claim, regardless of the extent of damage to the returned item, the A to Z team tends to favor refunding the customer, even when we provide photographic evidence of the damage once again.
Interestingly, we recently received a message from the A to Z team regarding a challenging customer:
Hello,
The buyer sent us the return tracking information below. If there is a problem with the return once you receive it, please reply to the claim on the A-to-z Guarantee Claims page in Seller Central right away to let us know.
A to Z team wrote us that email because even A to Z think there will be trouble with the return.(buyer file A to Z claim and wants refund with out return, we won at first) We did what they ask for and yet buyer's claim is "granted"
Has anyone else encountered this issue, and if so, how have you managed it, given the apparent tendency of the A to Z team to override Amazon's own policies? Your insights and experiences would be greatly appreciated.
