Buyer filed for return and the A to Z claim and Amazon issued a refund on a $1,000 order
Let me first start by saying that I have my returns set on automatic authorization. I have not manually authorized a return within the Amazon guidelines in years.
A buyer purchased a tonneau cover from me. The order was placed on April 24th and shipped the next day. It was delivered to the buyer on April 30th. The buyer filed for a return (stating damage) on May 1st and then filed an A to Z claim on May 4th (Saturday). Amazon issued a refund that same day. They said the buyer requested a return and I did not respond in 48 hours (which is Amazon policy). I have not responded to any returns since I am on automatic authorization.
The refund was for $1,199.95. I have reached out to the buyer and asked them if Amazon provided return paperwork when they filed for the return. No response. I asked them if they had images of the damage. TWICE. No response. I filed a help desk ticket and it was transferred to another department and then I was told "We have reviewed the buyer’s claim and the information you provided for order 113-8586687-8234620. Although we understand your position, we stand by our decision". I filed two additional tickets with the same results.
I would love some direction on what to do next. I am not sure how being on auto return and then getting a claim filed and approved since I didn't answer a return request.
Buyer filed for return and the A to Z claim and Amazon issued a refund on a $1,000 order
Let me first start by saying that I have my returns set on automatic authorization. I have not manually authorized a return within the Amazon guidelines in years.
A buyer purchased a tonneau cover from me. The order was placed on April 24th and shipped the next day. It was delivered to the buyer on April 30th. The buyer filed for a return (stating damage) on May 1st and then filed an A to Z claim on May 4th (Saturday). Amazon issued a refund that same day. They said the buyer requested a return and I did not respond in 48 hours (which is Amazon policy). I have not responded to any returns since I am on automatic authorization.
The refund was for $1,199.95. I have reached out to the buyer and asked them if Amazon provided return paperwork when they filed for the return. No response. I asked them if they had images of the damage. TWICE. No response. I filed a help desk ticket and it was transferred to another department and then I was told "We have reviewed the buyer’s claim and the information you provided for order 113-8586687-8234620. Although we understand your position, we stand by our decision". I filed two additional tickets with the same results.
I would love some direction on what to do next. I am not sure how being on auto return and then getting a claim filed and approved since I didn't answer a return request.
15 replies
Seller_Wa80PDFtlMIzi
I Hope the Item is seller fullfilled, If the customer ask for return label or any other issue regarding product, You must respond within 48 hours or amazon has the option to a-z claim to returnless refund also a-z claim is instantly accepted by bot if on customer side, Its not about Price,
Quincy_Amazon
Hello @Seller_Y2NUvjmxqqDvn
Thank you for posting your inquiry to the Forums.
Several categories and subcategories are automatically exempt from automatic return authorization. This categories would require seller manual authorization:
- Handmade
- Certified preowned watches
- Non-physical items (for example, warranties, digital software, or digital coupons)
- Items that are non-returnable by law and dangerous goods
In this case, the claim was automatically granted because you did not authorize or respond to the customer's product-related issue within 48 hours via the customer's return request. This help page provides additional detail regarding instances when a claim is automatically granted for your reference if needed.
It sounds like you have already opened a case with our Support team regarding the concern that the return was not auto authorized. Please feel free to provide the case ID number to this thread and I can review the correspondence already provided.
Regards,
Quincy_Amazon
Seller_Og6sEXAUyhW4U
we are never protect by Amazon as the seller at this point I do not want to sell more in Amazon because almost never the clients return the merchandise and Amazon refund them without our authorization.
