AZ Claim by customer after we agreed on partial refund - 112-8776395-3335435
Please help.
The buyer submitted a return for 4 items. AMAZON only provided them with 1 prepaid return label. The customer made copies of the return label and attached it to each item. UPS only delivered one item and noted that the other 3 would be returned to the sender (buyer). The buyer never received the items back. When we reached out to seller support, they were not helpful and said that we would have to reach out to UPS and try to recover the items. When we contacted UPS, they said that for the return tracking number, we are not considered the sender and only the sender can submit a claim/investigation. We communicated this to AMAZON seller support and they said that the buyer would then have to deal with UPS. The buyer tried with UPS as well and they did not want to open a claim or try to find the items. In the end, both the buyer and us agreed on a compromise partial refund for the order. Prior to us processing the refund, we see an A-Z claim opened for this order. We have refunded the buyer according to our agreement. Can someone from AMZ please help ensure this A-Z is closed and not have it affect our ODR.
Amazon should have provided the customer 4 return labels in the first place. This whole mess is due to Amazon's fault. :(
Please help! Order ID: 112-8776395-3335435
AZ Claim by customer after we agreed on partial refund - 112-8776395-3335435
Please help.
The buyer submitted a return for 4 items. AMAZON only provided them with 1 prepaid return label. The customer made copies of the return label and attached it to each item. UPS only delivered one item and noted that the other 3 would be returned to the sender (buyer). The buyer never received the items back. When we reached out to seller support, they were not helpful and said that we would have to reach out to UPS and try to recover the items. When we contacted UPS, they said that for the return tracking number, we are not considered the sender and only the sender can submit a claim/investigation. We communicated this to AMAZON seller support and they said that the buyer would then have to deal with UPS. The buyer tried with UPS as well and they did not want to open a claim or try to find the items. In the end, both the buyer and us agreed on a compromise partial refund for the order. Prior to us processing the refund, we see an A-Z claim opened for this order. We have refunded the buyer according to our agreement. Can someone from AMZ please help ensure this A-Z is closed and not have it affect our ODR.
Amazon should have provided the customer 4 return labels in the first place. This whole mess is due to Amazon's fault. :(
Please help! Order ID: 112-8776395-3335435
1 reply
Xander_Amazon
Thank you for providing such a detailed account of this complex situation. It's clear you've been thorough in your attempts to resolve this issue. For A-to-Z claims, especially those involving partial refunds and shipping complications, the best course of action is to respond to the claim directly.
Be sure to include:
- The order ID you provided
- A timeline of events, including your communication with the buyer
- Details of the partial refund agreement
- Information about the shipping label issue
Ask them to review the A-to-Z claim in light of the refund you've already processed and the circumstances leading to this situation.
If other sellers have successfully navigated similar complex return and claim situations, please share your experiences.
