100% Refund deduction not possible for a return request
Every week, we encounter at least one fraud attempt where a customer returns their old equipment, falsely claiming that the item they received was damaged. However, they are unaware that the units we ship have their serial numbers scanned and recorded. As a result, when they return a different item, they are not eligible for a refund.
When we attempt to close the return request through the "Returns - Issue Refunds" section and try to deduct 100% of the refund, the system consistently throws an error:
"System Error - There was a system error. Please try again in 15 minutes."
Even after waiting 15 minutes, the issue persists.
Despite repeatedly raising this with the Seller Support team over the years, the problem remains unresolved for years. As a result, we are forced to issue a 1% refund to the customer—despite the fact that they do not deserve it.
Can someone from the Amazon team please investigate this issue? We are happy to cooperate.
100% Refund deduction not possible for a return request
Every week, we encounter at least one fraud attempt where a customer returns their old equipment, falsely claiming that the item they received was damaged. However, they are unaware that the units we ship have their serial numbers scanned and recorded. As a result, when they return a different item, they are not eligible for a refund.
When we attempt to close the return request through the "Returns - Issue Refunds" section and try to deduct 100% of the refund, the system consistently throws an error:
"System Error - There was a system error. Please try again in 15 minutes."
Even after waiting 15 minutes, the issue persists.
Despite repeatedly raising this with the Seller Support team over the years, the problem remains unresolved for years. As a result, we are forced to issue a 1% refund to the customer—despite the fact that they do not deserve it.
Can someone from the Amazon team please investigate this issue? We are happy to cooperate.
2 replies
Seller_RlZVPg3d6ZUGP
I believe you have to just refund them 1p so that it'll let it be processed - not sure they will ever change this but at least it shows you've followed procedure
Seller_ZQyopdiwkUHOZ
Yeah, it's a ridiculous system glitch. We just set it to 99%, but we only take around a 12p hit doing that for most of our products, so it's not a huge deal. Obviously even 1% for you would be more than £1.50, so you'd rather not have to do that.
Bear in mind, if you don't do the refund reduction and the buyer makes an A-to-Z claim, the claim will almost certainly go in their favour, and probably automatically, leaving you struggling to win an appeal.
If I were you, I would do the 99% reduction.
