Support About Unfair A-to-z Warranty Claim Complaint-2
Dear Amazon officials,
On 24 April, for the order numbered "203-5128619-4033966", a complaint was received by our customer that the product was damaged and defective. We took immediate action and would like to state that the product was delivered on 5 April before the delivery date. Two days after the order was delivered, our customer told us "I was really looking forward to receiving and using this product. I was disappointed to find that it was not plugged in. I would have expected it to at least come with an adaptor". We also sent them the following message about our store: "Products with power plugs are designed for use in the USA. Outlets and voltages vary internationally and this product may require an adapter or converter to be used in your location. Please check compatibility before purchasing. "However, in order not to inconvenience our customer, we have offered to send him an outlet converter or, if he wishes to return it, we can send him a free shipping label. Our customer did not accept our offers and only asked if the production of this product was with British sockets, we informed him that since it was produced in America, the sockets were designed to be used there, and then we did not receive a return from them and then they requested a return, we sent them a free shipping label both from the return section and via message, but our customer complained to us despite these and demanded a guarantee from A to Z. We took immediate action and after the product was delivered to the warehouses, we contacted our customer and provided a full refund and the complaint was closed. However, even though the complaint was closed, it affected our ODR (Order Defect Rate) score in our account health and we were prevented from purchasing the products in our inventory in our account. Please note that we would be very grateful for your support in this matter and our score will not be affected by this complaint after further investigation. Please do not hesitate to contact us if additional information is needed. Thank you very much in advance for your time in dealing with this complaint. Best regards, Felicity Whisperer.
Support About Unfair A-to-z Warranty Claim Complaint-2
Dear Amazon officials,
On 24 April, for the order numbered "203-5128619-4033966", a complaint was received by our customer that the product was damaged and defective. We took immediate action and would like to state that the product was delivered on 5 April before the delivery date. Two days after the order was delivered, our customer told us "I was really looking forward to receiving and using this product. I was disappointed to find that it was not plugged in. I would have expected it to at least come with an adaptor". We also sent them the following message about our store: "Products with power plugs are designed for use in the USA. Outlets and voltages vary internationally and this product may require an adapter or converter to be used in your location. Please check compatibility before purchasing. "However, in order not to inconvenience our customer, we have offered to send him an outlet converter or, if he wishes to return it, we can send him a free shipping label. Our customer did not accept our offers and only asked if the production of this product was with British sockets, we informed him that since it was produced in America, the sockets were designed to be used there, and then we did not receive a return from them and then they requested a return, we sent them a free shipping label both from the return section and via message, but our customer complained to us despite these and demanded a guarantee from A to Z. We took immediate action and after the product was delivered to the warehouses, we contacted our customer and provided a full refund and the complaint was closed. However, even though the complaint was closed, it affected our ODR (Order Defect Rate) score in our account health and we were prevented from purchasing the products in our inventory in our account. Please note that we would be very grateful for your support in this matter and our score will not be affected by this complaint after further investigation. Please do not hesitate to contact us if additional information is needed. Thank you very much in advance for your time in dealing with this complaint. Best regards, Felicity Whisperer.
12 replies
Seller_ZJhFeE3tNKzfh
Aside from the A-Z issue - do your products actually meet the Electrical Goods Requirements: Plugs and Sockets policy? Its hard to tell from your description, though it sounds like you were possibly placing onto the UK market a product with a US plug.
Seller_DH0JycFd28SLT
Hello, first of all, thank you for your response, but although our products are manufactured in the USA, the plugs are designed to be used in the UK country, but this situation occurred because the company we supplied to our customer sent the wrong product, and we sent them a prepaid return label and provided a full refund, in this case, since the product was not damaged and broken and a full refund was made, we request that it has no effect on the ODR score.
Seller_ZJhFeE3tNKzfh
unfortunately if you refund after an a-z claim has been opened (which is what I think happened) then you are liable for the a-z and it will affect your ODR.
Seller_DH0JycFd28SLT
We did not send the customer's refund because he opened A-to-z, we made the refund because the package he sent the product before was delivered to the warehouses, but unfortunately, although the complaint was closed, this situation unfairly affected our ODR rate.
Seller_DH0JycFd28SLT
I need your help in this matter. @Sarah_Amzn@Spencer_Amazon @Winston_Amazon@Simon_Amazon
Simon_Amazon
Hello @Seller_DH0JycFd28SLT,
Here Simon from Amazon, happy to try and help.
I will try to follow up with the team, but unfortunately, I believe that if the wrong product was sent, the impact on the ODR won't be reversed.
Is it specified on the product detail page that the power plugs are designed for use in USA?
Best,
Simon
