A-Z Appeal Denied - Fraudulent Return
Hi all.
Just after some advice on what to do next - if anything.
I sent a doll with an order value of £119. A return request followed shortly after with reason given as 'unauthorised purchase'.
The return arrived but the buyer had opened the doll box, swapped it with another doll worth a few quid and resealed. I immediately emailed the buyer and asked politely for the correct item to be returned so a refund could be issued.
The inevitable A-Z followed a couple of hours later with reason given as 'different to what I ordered'
I appealed with photographs of the returned item and packaging etc. I also advised the A-Z team of the conflicting reasons given for this return and the subsequent A-Z claim. If it was an unauthorised purchase then how can you claim the item is 'different to what I ordered'.
Anyway, this appeal fell on deaf ears. Claim denied, buyer refunded, defect on my account and they have got away with it.
Can anyone offer any advice on what I could have done differently and is there any hope of getting the A-Z team to listen?
Thank you.
Order 202-9548190-1372317
@Winston_Amazon @Julia_Amazon @Ezra_Amazon
A-Z Appeal Denied - Fraudulent Return
Hi all.
Just after some advice on what to do next - if anything.
I sent a doll with an order value of £119. A return request followed shortly after with reason given as 'unauthorised purchase'.
The return arrived but the buyer had opened the doll box, swapped it with another doll worth a few quid and resealed. I immediately emailed the buyer and asked politely for the correct item to be returned so a refund could be issued.
The inevitable A-Z followed a couple of hours later with reason given as 'different to what I ordered'
I appealed with photographs of the returned item and packaging etc. I also advised the A-Z team of the conflicting reasons given for this return and the subsequent A-Z claim. If it was an unauthorised purchase then how can you claim the item is 'different to what I ordered'.
Anyway, this appeal fell on deaf ears. Claim denied, buyer refunded, defect on my account and they have got away with it.
Can anyone offer any advice on what I could have done differently and is there any hope of getting the A-Z team to listen?
Thank you.
Order 202-9548190-1372317
@Winston_Amazon @Julia_Amazon @Ezra_Amazon
1 reply
Spencer_Amazon
Hello @Seller_MgufPh7CnpQBp,
I checked and saw you appealed the outcome in your AtoZ tool. Great! Unfortunately, I could not find the follow up case with Seller Support. Can you please raise an additional case with them appealing the denial of the claim? And then share that case ID with me? If there is no answer this week I will forward it to our partner team.
If you have raised a case with Seller Support already, please share that case ID with me.
Regards, Spencer
