A-Z claim only option is to issue refund
@Joey_Amazon@Glenn_Amazon@Tatiana_Amazon@Cooper_Amazon@Danika_Amazon@Jameson_Amazon@Michelle_Amazon@Danny_Amazon@Blake_Amazon@Quincy_Amazon@Dougal_Amazon@Jim_Amazon@Manny_Amazon@Sandy_Amazon@KJ_Amazon@Micah_Amazon
On July 18, 2024 a customer opened an A-Z claim for order number 113-1820937-2265862. Twice on August 8th & 13th we received the following email from the A-Z claims team.
Hello,
We informed the customer that they may return the items and we gave them your return address.
We have temporarily withdrawn the claim on order 113-1820937-2265862. However, if you do not issue a refund when the return is received, the customer may reopen the claim.
-- Order number: 113-1820937-2265862
-- Claim Amount: $1,372.65
We’re here to help.
To learn more about the A-to-z Guarantee policy, assistance in tracking your filed claims, or how to avoid claims in the future, go to Amazon's A-to-z Guarantee Claims.
https://sellercentral.amazon.com/help/hub/reference/external/GQ6762Y9AB2FYDY8.
Amazon.com
Today August 21st we received the customers return. The issue is that the claim still shows as under review and the only option next to it is "issue refund". There is no option for "respond to amazon". We just want to make sure that if we issue the refund through the A-Z claim that it wont affect our ODR as stated in the email from the A-Z claims team. If one of the MOD's could please provide some insight or escalate this issue the A-Z claims team for clarification we would greatly appreciate it.
A-Z claim only option is to issue refund
@Joey_Amazon@Glenn_Amazon@Tatiana_Amazon@Cooper_Amazon@Danika_Amazon@Jameson_Amazon@Michelle_Amazon@Danny_Amazon@Blake_Amazon@Quincy_Amazon@Dougal_Amazon@Jim_Amazon@Manny_Amazon@Sandy_Amazon@KJ_Amazon@Micah_Amazon
On July 18, 2024 a customer opened an A-Z claim for order number 113-1820937-2265862. Twice on August 8th & 13th we received the following email from the A-Z claims team.
Hello,
We informed the customer that they may return the items and we gave them your return address.
We have temporarily withdrawn the claim on order 113-1820937-2265862. However, if you do not issue a refund when the return is received, the customer may reopen the claim.
-- Order number: 113-1820937-2265862
-- Claim Amount: $1,372.65
We’re here to help.
To learn more about the A-to-z Guarantee policy, assistance in tracking your filed claims, or how to avoid claims in the future, go to Amazon's A-to-z Guarantee Claims.
https://sellercentral.amazon.com/help/hub/reference/external/GQ6762Y9AB2FYDY8.
Amazon.com
Today August 21st we received the customers return. The issue is that the claim still shows as under review and the only option next to it is "issue refund". There is no option for "respond to amazon". We just want to make sure that if we issue the refund through the A-Z claim that it wont affect our ODR as stated in the email from the A-Z claims team. If one of the MOD's could please provide some insight or escalate this issue the A-Z claims team for clarification we would greatly appreciate it.
1 reply
Joey_Amazon
Hello @Seller_TUTOFB6eCuTkg,
Thank you for utilizing the forums!
Per A-to-Z Claims guidelines "Claims for which you refunded the buyer after the claim was filed" will impact your ODR.
I currently show that you have shared with the A-to-Z Claim team that the buyer did not return the product entirely. If you can, please provide evidence to make your case stronger.
Hope this helps.
Thanks,
Joey
