So angry with Amazon A-Z claim
A lady ordered a necklace from me received it and decided the colour didn't match her dress so she opened a return request. I approved the return. This was back in April but she had problems with finding a returns label so I asked her to contact Amazon who should be able to point her in the right direction.
It went very quiet so I presumed that she sorted it and was sending the Necklace back for a refund. I then receive an email for an A-Z claim whereby she has told them the item is faulty and they have automatically refunded her.
I appealed the claim stating that she has changed her reason for wanting a refund, I received a reply saying that they were not agreeing the appeal because I did not respond to the return request before she opened the 8Z claim. I contacted Amazon spoke to Support and advise them that I agreed the return request back in April and she made the AZ claim in May so Amazon are wrong in their decision.
She advised she would escalate it and I should receive a response within 24 hours. Within 10 minutes I received an automated response saying that they understand my position but are upholding their decision for the refund.
How can this be when it's quite clear on the system? I agreed to return in April and she opened the AZ claim in May??
How do I continue to fight this when every email I receive is a no reply? so fed up right now, they have essentially taken £130 and given it to a buyer who has lied and manipulated the system.
So angry with Amazon A-Z claim
A lady ordered a necklace from me received it and decided the colour didn't match her dress so she opened a return request. I approved the return. This was back in April but she had problems with finding a returns label so I asked her to contact Amazon who should be able to point her in the right direction.
It went very quiet so I presumed that she sorted it and was sending the Necklace back for a refund. I then receive an email for an A-Z claim whereby she has told them the item is faulty and they have automatically refunded her.
I appealed the claim stating that she has changed her reason for wanting a refund, I received a reply saying that they were not agreeing the appeal because I did not respond to the return request before she opened the 8Z claim. I contacted Amazon spoke to Support and advise them that I agreed the return request back in April and she made the AZ claim in May so Amazon are wrong in their decision.
She advised she would escalate it and I should receive a response within 24 hours. Within 10 minutes I received an automated response saying that they understand my position but are upholding their decision for the refund.
How can this be when it's quite clear on the system? I agreed to return in April and she opened the AZ claim in May??
How do I continue to fight this when every email I receive is a no reply? so fed up right now, they have essentially taken £130 and given it to a buyer who has lied and manipulated the system.
4 replies
Seller_Sram36TnVt73c
Keep appealing it until it is resolving your favor.
Seller_roNdLQpqbVoOH
Where is @SEAmodwhen you need her?
She probably would have escalated this for you and pressed for a proper resolution.
Maybe try tagging a mod or two. And, as stated by @Seller_Sram36TnVt73c, keep appealing as long as the system allows.
Seller_OvL8C4BJWiuS9
You say you agreed to the return in April-how are your returns set up? Does Amazon provide a non-prepaid label, or do you provide a paid return label?
Danny_Amazon
Hello @Seller_RuN5Jvdstmv5U- and thank you for surfacing this claim experience.
Danny here, and I'd be happy to look into the specifics with you to determine how I can best be of assistance. As you find a moment, could you kindly share the Order ID associated with this claim so I can take a closer look if any support is still needed?
Thanks in advance!
-Danny
