Unfair A-to-Z Claim resolution– Customer Received Product and Full Refund even the replacement was delivered
Hello Amazon Seller Community,
I’m reaching out for advice regarding an unfair A-to-Z claim. Here’s what happened with Order #111-9795240-5622602
December 7: The customer provided an incorrect address, causing the package to be returned to us. We contacted the customer to confirm the correct address.
December 12: The customer confirmed the correct address, and we arranged a replacement shipment.
December 13: We provided the customer with the new tracking number.
December 18: Despite knowing the replacement was on its way, the customer filed an A-to-Z claim and received a refund.
The replacement package was later delivered and signed for by the customer.
Now, the customer has both the product and the refund, which is unfair to us as the seller. The issue arose due to the customer’s incorrect address, and we promptly resolved it by sending a replacement. However, the customer still chose to file a claim while the replacement was in transit.
Has anyone experienced a similar situation? How can we request Amazon to review this order and reverse the refund since the customer received the product? Any advice would be greatly appreciated.
Thank you!
@Quincy_Amazon@Dominic_Amazon@Rose_Amazon@Tatiana_Amazon@Troy_Amazon@Tiff_Amazon@Charly_Amazon@Jameson_Amazon@Ricardo_Amazon@Atlas_Amazon@Dougal_Amazon@Jameson_Amazon@SEAmod
Unfair A-to-Z Claim resolution– Customer Received Product and Full Refund even the replacement was delivered
Hello Amazon Seller Community,
I’m reaching out for advice regarding an unfair A-to-Z claim. Here’s what happened with Order #111-9795240-5622602
December 7: The customer provided an incorrect address, causing the package to be returned to us. We contacted the customer to confirm the correct address.
December 12: The customer confirmed the correct address, and we arranged a replacement shipment.
December 13: We provided the customer with the new tracking number.
December 18: Despite knowing the replacement was on its way, the customer filed an A-to-Z claim and received a refund.
The replacement package was later delivered and signed for by the customer.
Now, the customer has both the product and the refund, which is unfair to us as the seller. The issue arose due to the customer’s incorrect address, and we promptly resolved it by sending a replacement. However, the customer still chose to file a claim while the replacement was in transit.
Has anyone experienced a similar situation? How can we request Amazon to review this order and reverse the refund since the customer received the product? Any advice would be greatly appreciated.
Thank you!
@Quincy_Amazon@Dominic_Amazon@Rose_Amazon@Tatiana_Amazon@Troy_Amazon@Tiff_Amazon@Charly_Amazon@Jameson_Amazon@Ricardo_Amazon@Atlas_Amazon@Dougal_Amazon@Jameson_Amazon@SEAmod
0 replies
Seller_OvL8C4BJWiuS9
That was not the way to go about it. You should have refunded the sale and had them place another order or have them request a replacement through Amazon for the original order. In this case, all Amazon sees is that a buyer did not receive their purchase, and you didn't refund them. If the replacement was done outside of a request through their account, Amazon does not recognize it.
Joey_Amazon
Hey @Seller_wyARDDDyAmQLR,
Thank you for participating here at the forums and being a part of the community!
I am sorry to hear this has been your experience. Unfortunately, after reviewing the information it shows that the order was shipped/scanned on 12/12. That is 7 days late as the ship by date was 12/5.
In order to be covered by the claims protection service. The order must be shipped/scanned. I'm afraid I am not going to be able to assist you with this case.
Sincerely,
Joey
