Ridiculous A-to-Z for automatically deducting the return labels cost on the first scan.
Long story short: The customer ordered the item, and returned it within 30 days with the reason "Incompatible or not useful for the intended purpose (Buyer Comment: Does not fit)". The return was refunded on the first scan and according to Amazon's return policy, the return label's cost was (automatically) deducted from the final refund. So far so good.
But then, the customer filled A-to-Z for the remaining £4.02, which was granted, and the appeal of course was rejected.
The conclusion is that I have done nothing wrong, Amazon automatically processed the whole return/refund action and I have lost £4.02 for the label and additionally, ODR has taken a hit.
This is not the first time. Unfair and frustrating.
The faulty system where sellers are always guilty even if they proceed according to Amazon's own procedures and policies.
EDIT:
I am just sharing "Why was my appeal denied?":
Because you did not refund the order within two business days, the claim amount has been debited from your seller account.
Nightmare.
Ridiculous A-to-Z for automatically deducting the return labels cost on the first scan.
Long story short: The customer ordered the item, and returned it within 30 days with the reason "Incompatible or not useful for the intended purpose (Buyer Comment: Does not fit)". The return was refunded on the first scan and according to Amazon's return policy, the return label's cost was (automatically) deducted from the final refund. So far so good.
But then, the customer filled A-to-Z for the remaining £4.02, which was granted, and the appeal of course was rejected.
The conclusion is that I have done nothing wrong, Amazon automatically processed the whole return/refund action and I have lost £4.02 for the label and additionally, ODR has taken a hit.
This is not the first time. Unfair and frustrating.
The faulty system where sellers are always guilty even if they proceed according to Amazon's own procedures and policies.
EDIT:
I am just sharing "Why was my appeal denied?":
Because you did not refund the order within two business days, the claim amount has been debited from your seller account.
Nightmare.
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
yes, it took several explanations but fortunately we were able to reach a clear understanding on what is the exact issue.
I'm glad we were able to reach a solution!
Sorry @Sarah_Amzn Where has that 7 days come from?
@Seller_ZJhFeE3tNKzfhI will for sure follow up with the partner team where did this policy came from but, considering that the whole issue was not understood in the first place, might have led to not accurate replies.
To avoid any confusion or lost information is better to create a new thread in case of future issues. I or my colleagues will make sure to check them and assist you.
Kind regards,
Sarah.
14 replies
Seller_ZJhFeE3tNKzfh
Yep - absolutely ridiculous. If you've appealed - you can email managingdirector@amazon.co.uk, but also should share your case ID with seller support here.
Beyond that, you'd be looking at a letter before action to amazon, for a whole £4.02.
Seller_KlbXZHzQGSDZv
Sounds like you would be responsible for the return postage does not fit or not useful for intended purpose our never going to wi suck it up nd move on your waste more time than its worth to try to convince amazon otherwise.
Seller_HwaQlgFnhSuGS
Your items look like clothing to me. So you cover return cost in full. See: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GKUY8GVEZ5DZ89QR
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
I'm Sarah with Amazon.
Can you please share the Order ID/Case ID so I can see how I can help?
Kind regards,
Sarah.
Seller_xEpd0hQkG8wol
Hi @Sarah_Amzn
Another A-to-Z with the same reason and the same outcome - order ID: 026-4946602-8281162.
Thank you.
Thomas.
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
Order ID 202-0872091-8109157: "After reviewing your request and the information provided, we have decided to reverse the order defect rate (ODR) impact on seller's account and notified them of our decision. Please note the sellers Order Defect Rate will be updated within 48 hours to reflect this change. Please note that no additional funds were moved from Seller's account apart from the Seller initiated refund. "
Can you let me know once you receive the communication please?
Kind regards,
Sarah.
Seller_xEpd0hQkG8wol
Hello @Sarah_Amzn,
I received a similar message yesterday:
"Hello,
Thank you for taking the time to provide us with additional information on this claim that was closed in the customer's favor. We have reviewed the information that you provided and have decided to reverse the order defect rate (ODR) impact on your account.
The total refund from your account is as follows:
-- Refund amount: £8.96.
No additonal funds were moved from your account."
Thank you very much for your help.
How about 026-4946602-8281162 and the broken system in general?
EDIT: Regarding 026-4946602-8281162 - I received the following message today:
"Thank you for taking the time to provide us with more information regarding your claim on the order 026-4946602-8281162. Upon further review, we have decided to uphold our original decision."
Thank you.
Regards,
Thomas.
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
yes, I raised the appeal twice for this order but has been rejected. Sharing with you the communication I received from the partner team:
"The seller missed to acknowledge return and refund after receiving return. Seller needs to refund buyer within 7 days of receiving returned item failing to which grant claim in buyer favor automatically. In this case buyer original concern was related to refund of full order as per which refund was issued. "
I don´t have visibility on the return or refund details. Is this information accurate?
Sarah.
Seller_ZJhFeE3tNKzfh
Sorry @Sarah_Amzn Where has that 7 days come from?
Because all policies I've ever seen on refunds (where refund at first scan doesn't occur) are that you must refund within 2 business days.
That being said, that entire message from the partner team makes little to no sense.
Seller_xEpd0hQkG8wol
Hi @Sarah_Amzn,
It is not accurate.
The order 026-4946602-8281162 was refunded on the first scan. At the same time, the amount of £4.03 (return label) was automatically deducted due to the return reason "No longer needed (Decided not to use)".
That was the reason for A-to-Z which was granted and appeal denied.
Anyway, about 15 minutes ago I received an email:
"Thank you for taking the time to provide us with the additional information regarding the A-to-z Guarantee claim on the order 026-4946602-8281162. Upon further review, we have decided to reverse our original decision. Even though the claim was granted in error the funds were not credited to the buyer or taken from your account hence we will overturn the decision regarding your order defect rate which will be updated within 48 hours to reflect this change."
I am guessing it is the effect of your efforts so thank you very much :).
Shall I update this thread In case of any further issues?
Warm regards,
Thomas.
Sarah_Amzn
Hello @Seller_xEpd0hQkG8wol,
yes, it took several explanations but fortunately we were able to reach a clear understanding on what is the exact issue.
I'm glad we were able to reach a solution!
Sorry @Sarah_Amzn Where has that 7 days come from?
@Seller_ZJhFeE3tNKzfhI will for sure follow up with the partner team where did this policy came from but, considering that the whole issue was not understood in the first place, might have led to not accurate replies.
To avoid any confusion or lost information is better to create a new thread in case of future issues. I or my colleagues will make sure to check them and assist you.
Kind regards,
Sarah.
