A-to-Z granted for wrong item returned on seller fulfilled order
Looking for some support. We followed the protocol outlined by @SEAmod here:
https://sellercentral.amazon.com/seller-forums/discussions/t/8189d4d4-c4c4-4401-ae58-050d73657cef
We anticipated the customer would ultimately file an A-to-Z claim, and had a very thorough conversation through buyer-seller messaging leading up to the customer's ultimate A-to-Z claim, which was immediately approved. We appealed on the basis of our conversation with the customer clearly identifying the discrepancies in their story. Our appeal was immediately denied.
The relevant facts: Customer ordered a particular model of a product in silver. Customer requested a return that the item was "not stable". Customer returned a *different* model and a *different* color in the same packaging (which didn't properly fit due to being designed for a different model). We photographed what we received and sent it to the customer via buyer-seller messaging, and included a photo of the correct model / color that we sent. Customer replied by changing their story and stating "actually it was the wrong model", and denied filing a return request that the item was "not stable". We provided a screen shot of the return request. Customer stated she "didn't know how that information got in there".
I'm really not sure how else we might have handled this clear attempt to return to us an item different than what was ordered and what we shipped.
If someone from support is able to look into this - the Order Number is: 113-4465617-0661816
A-to-Z granted for wrong item returned on seller fulfilled order
Looking for some support. We followed the protocol outlined by @SEAmod here:
https://sellercentral.amazon.com/seller-forums/discussions/t/8189d4d4-c4c4-4401-ae58-050d73657cef
We anticipated the customer would ultimately file an A-to-Z claim, and had a very thorough conversation through buyer-seller messaging leading up to the customer's ultimate A-to-Z claim, which was immediately approved. We appealed on the basis of our conversation with the customer clearly identifying the discrepancies in their story. Our appeal was immediately denied.
The relevant facts: Customer ordered a particular model of a product in silver. Customer requested a return that the item was "not stable". Customer returned a *different* model and a *different* color in the same packaging (which didn't properly fit due to being designed for a different model). We photographed what we received and sent it to the customer via buyer-seller messaging, and included a photo of the correct model / color that we sent. Customer replied by changing their story and stating "actually it was the wrong model", and denied filing a return request that the item was "not stable". We provided a screen shot of the return request. Customer stated she "didn't know how that information got in there".
I'm really not sure how else we might have handled this clear attempt to return to us an item different than what was ordered and what we shipped.
If someone from support is able to look into this - the Order Number is: 113-4465617-0661816
4 replies
Danny_Amazon
Hi there @Seller_7FUwQUtbdeMBK- appreciate you starting this new thread.
I was able to take a look through this order, claim and the messages you mentioned and did surface this internally for some assistance. Thank you for also sharing the images within buyer-seller messaging so they can be referenced as the owning team reviews. Please know that these reviews can take some time, but I'll be sure to update this thread when I know more.
Best,
Danny
