This is AMAZING - A-Z Claim and chat i just had
Story here is I got a return request for replacement which is fine..i waited for the replacement order to come through but it fell off as they didn't return it in time.
I then received a claim a week later with customer comments 'And I see that the return slip said needed to be returned by 1/1. Well that couldn’t happen, it was holidays and working and I needed to get to post office. I really just want to exchange the item. I did send item back. '
I check tracking and it is indeed supposed to be delivered that day and it was. I inspect and refund. Claim closed, I get dinged.
Not sure what I was supposed to do here, thought I did everything right? Tried twice to open a case in the past month with no answer, just case has been transferred.
Today, I decided to chat and see if I can see what is going on. Chat support just pasted the claim, the rest of the chat is this:
Me
Sent at 8:49 AM
Yes so my question is, why does this impact my account
Me
Sent at 8:50 AM
what was I supposed to do to not get impacted?
Me
Sent at 8:51 AM
As you can see by the customer comments, he wanted an exchange originally but didnt get it sent back in time
CS
8:53 AM
Please note Selling Partner Support will not be able to provide you with more information about this claim. We request you to refer to the help pages provided. https://sellercentral.amazon.com/gp/help/200285170/
CS
8:54 AM
Thank you for your time today. I appreciate your concern. If you do not have any other queries, I will disconnect the chat. I thank you for your understanding and have a good day.
CS has left the conversation
Chat ended!
What kind of customer support is that? What if I did have another query?? And I still don't have an answer. I asked for Mod help, no reply
This is AMAZING - A-Z Claim and chat i just had
Story here is I got a return request for replacement which is fine..i waited for the replacement order to come through but it fell off as they didn't return it in time.
I then received a claim a week later with customer comments 'And I see that the return slip said needed to be returned by 1/1. Well that couldn’t happen, it was holidays and working and I needed to get to post office. I really just want to exchange the item. I did send item back. '
I check tracking and it is indeed supposed to be delivered that day and it was. I inspect and refund. Claim closed, I get dinged.
Not sure what I was supposed to do here, thought I did everything right? Tried twice to open a case in the past month with no answer, just case has been transferred.
Today, I decided to chat and see if I can see what is going on. Chat support just pasted the claim, the rest of the chat is this:
Me
Sent at 8:49 AM
Yes so my question is, why does this impact my account
Me
Sent at 8:50 AM
what was I supposed to do to not get impacted?
Me
Sent at 8:51 AM
As you can see by the customer comments, he wanted an exchange originally but didnt get it sent back in time
CS
8:53 AM
Please note Selling Partner Support will not be able to provide you with more information about this claim. We request you to refer to the help pages provided. https://sellercentral.amazon.com/gp/help/200285170/
CS
8:54 AM
Thank you for your time today. I appreciate your concern. If you do not have any other queries, I will disconnect the chat. I thank you for your understanding and have a good day.
CS has left the conversation
Chat ended!
What kind of customer support is that? What if I did have another query?? And I still don't have an answer. I asked for Mod help, no reply
2 replies
Seller_4zBzdtgCyS9EI
That's not how it works. If they opt for a replacement, that order pops in as soon as they request the return. The buyer has 30 days to return that first order or will be charged for the second order as well.
That also makes no sense as it was extended holiday returns, until Jan 31st, or Feb 1st, on ALL orders.
Once an A-Z is open and you refund, you always get dinged. You have to respond to the A-Z, let Amazon close it and then appeal, if needed.
