Major flaw in Amazon's Tax portion of the refund
This is not the first or second time where we issued a FULL refund, to get hit by an A-to-z claim shortly after due to buyer thinking it's incomplete due to the taxes not showing up until a few hours later when it's fully processed.
In the past we were able to refund full amount + full taxes, etc. so once it's refunded, customer can see it and is happy, and no A-to-z claim is available.
Now we got hit by a A-to-z for the tax portion an hour after issuing a full refund, and automatically it counted against us (Non receipt) however we issued a full refund as per the buyer's request, just to be hit on our ODR for something that we already refunded, only because Amazon's system does not allow us to mark the taxes for the refund, and leaves us vulnerable during the refund processing period, allowing the buyer to file a claim for the tax portion.
This needs to be solved ASAP, either by ensuring the buyer cannot file a claim with a pending refund, or by allowing us to issue the tax portion in the refund too as it was before. Especially with 1% ODR we cannot afford to get silly hits on our ODR due to a bug in Amazon's system.
We can't even dispute it as we agreed to refund, and we will receive "the tracking shows it was not delivered". All this should have been avoided by the full refund.
Major flaw in Amazon's Tax portion of the refund
This is not the first or second time where we issued a FULL refund, to get hit by an A-to-z claim shortly after due to buyer thinking it's incomplete due to the taxes not showing up until a few hours later when it's fully processed.
In the past we were able to refund full amount + full taxes, etc. so once it's refunded, customer can see it and is happy, and no A-to-z claim is available.
Now we got hit by a A-to-z for the tax portion an hour after issuing a full refund, and automatically it counted against us (Non receipt) however we issued a full refund as per the buyer's request, just to be hit on our ODR for something that we already refunded, only because Amazon's system does not allow us to mark the taxes for the refund, and leaves us vulnerable during the refund processing period, allowing the buyer to file a claim for the tax portion.
This needs to be solved ASAP, either by ensuring the buyer cannot file a claim with a pending refund, or by allowing us to issue the tax portion in the refund too as it was before. Especially with 1% ODR we cannot afford to get silly hits on our ODR due to a bug in Amazon's system.
We can't even dispute it as we agreed to refund, and we will receive "the tracking shows it was not delivered". All this should have been avoided by the full refund.
4 replies
Lucre_Amzn
Hello @Seller_1idNlTUpfKbZW
Thank you very much for reaching us in Amazon forums, this is Lucre, and I'll be glad to assist.
I understand you would like to get the A to Z claim you just got off your ODR. Let me further research this for you.
I looked into your account to find the order ID you referred to but was unable to find it, I actually don't see any recent order or A to Z claim from the account you opened this forum from.
To get proper assistance, my recommendation is that you open a case with Seller Support, as they're always the first step to resolve issues like this. If your case is resolved, but you still don't have a resolution, please let me know and share the corresponding case ID and order ID.
Here's the link to contact Seller Support:
https://sellercentral.amazon.ca/help/center
Regards,
Lucre_Amazon
Seller_H0EqP0NWrFDDH
It happened to us so many times that we do not waste any time anymore trying to defend claims involving this problem and seller support can barely do anything to help sellers in anyway for practically anything. All you get is repetitive sympathetic bot answers given to you in 1-2 seconds after writing them that says they can never do anything for you. Amazon should close that department and save the money spent there.
