A-Z Claim eligibility
A customer opened a return request. We have authorised it and asked for time to provide her with a prepaid shipping label, guaranteeing that we'd pay for her delivery as we should. Literally minutes later, an A-Z claim was opened. Aren't buyers only eligible for a claim after 48 hours have passed from their return request? Sellers require time to process these requests, and that time is understandably longer than 30 minutes. This is incredibly disappointing and it's a bad look on the qualifications of A-Z team. The claim is still under review, but it shouldn't even be opened in the first place. We're interested to see the official stance of Amazon on this, as these feel less like attempts to make sure the return process goes smoothly and more like bullying the sellers into submission.
A-Z Claim eligibility
A customer opened a return request. We have authorised it and asked for time to provide her with a prepaid shipping label, guaranteeing that we'd pay for her delivery as we should. Literally minutes later, an A-Z claim was opened. Aren't buyers only eligible for a claim after 48 hours have passed from their return request? Sellers require time to process these requests, and that time is understandably longer than 30 minutes. This is incredibly disappointing and it's a bad look on the qualifications of A-Z team. The claim is still under review, but it shouldn't even be opened in the first place. We're interested to see the official stance of Amazon on this, as these feel less like attempts to make sure the return process goes smoothly and more like bullying the sellers into submission.
4 replies
Jurgen_Amazon
Hello @All_E,
Thank you for contacting Amazon Forums.
Based on what you mentioned, you are correct, you have up to 48 hours to complete the process. You have the Help Page: Prevent an A-to-z Guarantee claim, in the section: Returns.
In order to provide further support on this, can you share the order ID?
Looking forward to your answer,
Jurgen
