A to z request stating that the customer opened it by mistake
Hello everyone, in my order 204-3134377-9869926, my account was affected due to the a to z request that the customer accidentally opened and could not close it back. The customer clearly says in the messages that he made this request by mistake, but although I specify this in the appeal, I always get artificial answers from amazon. I am waiting for your opinions on how to solve this situation.
Due to the delay of the product, amazon automatically finalises the a to z request, but in my previous conversations with the customer, I informed the customer that the product would be delayed and told him that I could make a full refund if he wanted, and if he wanted to wait, I could make a satisfaction refund as a partial refund. He said he could wait.
@Spencer_Amazon@Julia_AmazonCan you take a look here?
17 replies
Seller_D6kjCY0QHVSPC
even if a customer accepts sth has been done at their fault, you still have to reverse things manually by 'pleading not guilty'. hope things will be corrected, good luck
Seller_DJqWlEby6fi8n
We had the same issue, customer made A-Z claim by mistake. The customer even phoned customer support and asked them to cancel the A-Z claim because they still wanted to buy the product (€500 + product) but they said they couldn't. We appealed, pointed out that the customer still wanted to buy, but lost. I contacted Seller Support, they said there was nothing they could do, said it was all automated.
Then the customer tried to buy again, paid for it, but then Amazon auto cancelled it and refunded them because they cannot buy the same product that an A-Z claim has been made for. So the customer wants to buy, we want to sell, Amazon is blocking it, and we get a message saying Your Account is at Risk of Deactivation.
Crazy situation, but unless it's really critical I think you just have to let these things go as we'd all go crazy if we tried to get everything like this rectified. It's usually impossible. These things are all automated now, there's not much you can do about it (the people in Seller Support get a lot of stick on these forums, but I think often they too genuinely can't do anything or find the solution either, as they are also at the mercy of the increasingly automated system).
We just have to take it on the chin and ride it out. If it's something really important that will affect the future of your business you have to keep fighting back (we have a case that's been ongoing for nearly 5 months in this category), but it's too exhausting to do this in all cases, so better just to fight the really important cases.
But remember this is happening to your competition too, so the game seems to be whoever is better at withstanding this type of nonsense wins if they don't go crazy first.
Seller_29AF2b8VJNr8z
I’d just forget about it if I was you, I’ve had claims where the customer actually withdrew the claim and Amazon then grants it again the next day, they’ve then withdrawn the claim two sometimes even three times again just for Amazon to grant it again. They have the option for the buyer to cancel claims but when the buyer does cancel they grant it anyway. You can appeal and even show screenshots and messages from the buyer clearly showing the claim is withdrawn and stating they no longer want the refund but Amazon will deny the claim was even closed. I’ve been complaining to them numerous times over several years but they don’t care at all. It’s pathetic really.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
Apologies for the delayed response.
I want to check if your appeal has been successful.
Best,
Julia.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
As per the tracking information provided, it shows that the item was shipped on time but delivered after the maximum estimated delivery date. The order does not have any signature representing the buyer or anyone related to the buyer to prove the order was handed over to them. The buyer also did not agree to a retro charge.
Unfortunately, it won't be possible to reverse the A-Z claim.
Best,
Julia.
A to z request stating that the customer opened it by mistake
Hello everyone, in my order 204-3134377-9869926, my account was affected due to the a to z request that the customer accidentally opened and could not close it back. The customer clearly says in the messages that he made this request by mistake, but although I specify this in the appeal, I always get artificial answers from amazon. I am waiting for your opinions on how to solve this situation.
Due to the delay of the product, amazon automatically finalises the a to z request, but in my previous conversations with the customer, I informed the customer that the product would be delayed and told him that I could make a full refund if he wanted, and if he wanted to wait, I could make a satisfaction refund as a partial refund. He said he could wait.
@Spencer_Amazon@Julia_AmazonCan you take a look here?
A to z request stating that the customer opened it by mistake
Hello everyone, in my order 204-3134377-9869926, my account was affected due to the a to z request that the customer accidentally opened and could not close it back. The customer clearly says in the messages that he made this request by mistake, but although I specify this in the appeal, I always get artificial answers from amazon. I am waiting for your opinions on how to solve this situation.
Due to the delay of the product, amazon automatically finalises the a to z request, but in my previous conversations with the customer, I informed the customer that the product would be delayed and told him that I could make a full refund if he wanted, and if he wanted to wait, I could make a satisfaction refund as a partial refund. He said he could wait.
@Spencer_Amazon@Julia_AmazonCan you take a look here?
17 replies
17 replies
Seller_D6kjCY0QHVSPC
even if a customer accepts sth has been done at their fault, you still have to reverse things manually by 'pleading not guilty'. hope things will be corrected, good luck
Seller_DJqWlEby6fi8n
We had the same issue, customer made A-Z claim by mistake. The customer even phoned customer support and asked them to cancel the A-Z claim because they still wanted to buy the product (€500 + product) but they said they couldn't. We appealed, pointed out that the customer still wanted to buy, but lost. I contacted Seller Support, they said there was nothing they could do, said it was all automated.
Then the customer tried to buy again, paid for it, but then Amazon auto cancelled it and refunded them because they cannot buy the same product that an A-Z claim has been made for. So the customer wants to buy, we want to sell, Amazon is blocking it, and we get a message saying Your Account is at Risk of Deactivation.
Crazy situation, but unless it's really critical I think you just have to let these things go as we'd all go crazy if we tried to get everything like this rectified. It's usually impossible. These things are all automated now, there's not much you can do about it (the people in Seller Support get a lot of stick on these forums, but I think often they too genuinely can't do anything or find the solution either, as they are also at the mercy of the increasingly automated system).
We just have to take it on the chin and ride it out. If it's something really important that will affect the future of your business you have to keep fighting back (we have a case that's been ongoing for nearly 5 months in this category), but it's too exhausting to do this in all cases, so better just to fight the really important cases.
But remember this is happening to your competition too, so the game seems to be whoever is better at withstanding this type of nonsense wins if they don't go crazy first.
Seller_29AF2b8VJNr8z
I’d just forget about it if I was you, I’ve had claims where the customer actually withdrew the claim and Amazon then grants it again the next day, they’ve then withdrawn the claim two sometimes even three times again just for Amazon to grant it again. They have the option for the buyer to cancel claims but when the buyer does cancel they grant it anyway. You can appeal and even show screenshots and messages from the buyer clearly showing the claim is withdrawn and stating they no longer want the refund but Amazon will deny the claim was even closed. I’ve been complaining to them numerous times over several years but they don’t care at all. It’s pathetic really.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
Apologies for the delayed response.
I want to check if your appeal has been successful.
Best,
Julia.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
As per the tracking information provided, it shows that the item was shipped on time but delivered after the maximum estimated delivery date. The order does not have any signature representing the buyer or anyone related to the buyer to prove the order was handed over to them. The buyer also did not agree to a retro charge.
Unfortunately, it won't be possible to reverse the A-Z claim.
Best,
Julia.
Seller_D6kjCY0QHVSPC
even if a customer accepts sth has been done at their fault, you still have to reverse things manually by 'pleading not guilty'. hope things will be corrected, good luck
Seller_D6kjCY0QHVSPC
even if a customer accepts sth has been done at their fault, you still have to reverse things manually by 'pleading not guilty'. hope things will be corrected, good luck
Seller_DJqWlEby6fi8n
We had the same issue, customer made A-Z claim by mistake. The customer even phoned customer support and asked them to cancel the A-Z claim because they still wanted to buy the product (€500 + product) but they said they couldn't. We appealed, pointed out that the customer still wanted to buy, but lost. I contacted Seller Support, they said there was nothing they could do, said it was all automated.
Then the customer tried to buy again, paid for it, but then Amazon auto cancelled it and refunded them because they cannot buy the same product that an A-Z claim has been made for. So the customer wants to buy, we want to sell, Amazon is blocking it, and we get a message saying Your Account is at Risk of Deactivation.
Crazy situation, but unless it's really critical I think you just have to let these things go as we'd all go crazy if we tried to get everything like this rectified. It's usually impossible. These things are all automated now, there's not much you can do about it (the people in Seller Support get a lot of stick on these forums, but I think often they too genuinely can't do anything or find the solution either, as they are also at the mercy of the increasingly automated system).
We just have to take it on the chin and ride it out. If it's something really important that will affect the future of your business you have to keep fighting back (we have a case that's been ongoing for nearly 5 months in this category), but it's too exhausting to do this in all cases, so better just to fight the really important cases.
But remember this is happening to your competition too, so the game seems to be whoever is better at withstanding this type of nonsense wins if they don't go crazy first.
Seller_DJqWlEby6fi8n
We had the same issue, customer made A-Z claim by mistake. The customer even phoned customer support and asked them to cancel the A-Z claim because they still wanted to buy the product (€500 + product) but they said they couldn't. We appealed, pointed out that the customer still wanted to buy, but lost. I contacted Seller Support, they said there was nothing they could do, said it was all automated.
Then the customer tried to buy again, paid for it, but then Amazon auto cancelled it and refunded them because they cannot buy the same product that an A-Z claim has been made for. So the customer wants to buy, we want to sell, Amazon is blocking it, and we get a message saying Your Account is at Risk of Deactivation.
Crazy situation, but unless it's really critical I think you just have to let these things go as we'd all go crazy if we tried to get everything like this rectified. It's usually impossible. These things are all automated now, there's not much you can do about it (the people in Seller Support get a lot of stick on these forums, but I think often they too genuinely can't do anything or find the solution either, as they are also at the mercy of the increasingly automated system).
We just have to take it on the chin and ride it out. If it's something really important that will affect the future of your business you have to keep fighting back (we have a case that's been ongoing for nearly 5 months in this category), but it's too exhausting to do this in all cases, so better just to fight the really important cases.
But remember this is happening to your competition too, so the game seems to be whoever is better at withstanding this type of nonsense wins if they don't go crazy first.
Seller_McsU5Q4ziB8Rg
@Julia_Amazoncan you look at here
Seller_29AF2b8VJNr8z
I’d just forget about it if I was you, I’ve had claims where the customer actually withdrew the claim and Amazon then grants it again the next day, they’ve then withdrawn the claim two sometimes even three times again just for Amazon to grant it again. They have the option for the buyer to cancel claims but when the buyer does cancel they grant it anyway. You can appeal and even show screenshots and messages from the buyer clearly showing the claim is withdrawn and stating they no longer want the refund but Amazon will deny the claim was even closed. I’ve been complaining to them numerous times over several years but they don’t care at all. It’s pathetic really.
Seller_29AF2b8VJNr8z
I’d just forget about it if I was you, I’ve had claims where the customer actually withdrew the claim and Amazon then grants it again the next day, they’ve then withdrawn the claim two sometimes even three times again just for Amazon to grant it again. They have the option for the buyer to cancel claims but when the buyer does cancel they grant it anyway. You can appeal and even show screenshots and messages from the buyer clearly showing the claim is withdrawn and stating they no longer want the refund but Amazon will deny the claim was even closed. I’ve been complaining to them numerous times over several years but they don’t care at all. It’s pathetic really.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
Apologies for the delayed response.
I want to check if your appeal has been successful.
Best,
Julia.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
Apologies for the delayed response.
I want to check if your appeal has been successful.
Best,
Julia.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
As per the tracking information provided, it shows that the item was shipped on time but delivered after the maximum estimated delivery date. The order does not have any signature representing the buyer or anyone related to the buyer to prove the order was handed over to them. The buyer also did not agree to a retro charge.
Unfortunately, it won't be possible to reverse the A-Z claim.
Best,
Julia.
Julia_Amzn
Hello @Seller_McsU5Q4ziB8Rg,
As per the tracking information provided, it shows that the item was shipped on time but delivered after the maximum estimated delivery date. The order does not have any signature representing the buyer or anyone related to the buyer to prove the order was handed over to them. The buyer also did not agree to a retro charge.
Unfortunately, it won't be possible to reverse the A-Z claim.
Best,
Julia.
