A-Z Claim Appeal Response Incorrect
Hello,
I need help with what seems like an incorrect response to an A-Z Claim appeal.
A customer messaged us on Saturday regarding an item that had not arrived and requested a return. We responded on the following Monday offering a immediate non-return refund, or if they would prefer to ship a replacement. The customer did not respond to this message, and instead filed a claim on the following Wednesday. I then messaged the customer following the claim trying to resolve the issue.
I appealed this claim and provided this information, the claim was denied with the reason “We reviewed the details for this claim and found you did not respond to the buyer’s return request before the claim was filed”. However, in the records I evidently responded to the customers return request 2 days before the claim was filed.
I am unable to respond to this message and I cannot find any contact information for someone that could help me with this issue. The “contact us” page in seller central has been leading me round in circles and does not provide any assistance.
If someone could shed some new light on the situation or point me in the direction of somebody that could help it would be greatly appreciated.
Many thanks
A-Z Claim Appeal Response Incorrect
Hello,
I need help with what seems like an incorrect response to an A-Z Claim appeal.
A customer messaged us on Saturday regarding an item that had not arrived and requested a return. We responded on the following Monday offering a immediate non-return refund, or if they would prefer to ship a replacement. The customer did not respond to this message, and instead filed a claim on the following Wednesday. I then messaged the customer following the claim trying to resolve the issue.
I appealed this claim and provided this information, the claim was denied with the reason “We reviewed the details for this claim and found you did not respond to the buyer’s return request before the claim was filed”. However, in the records I evidently responded to the customers return request 2 days before the claim was filed.
I am unable to respond to this message and I cannot find any contact information for someone that could help me with this issue. The “contact us” page in seller central has been leading me round in circles and does not provide any assistance.
If someone could shed some new light on the situation or point me in the direction of somebody that could help it would be greatly appreciated.
Many thanks
0 replies
Seller_0JE9XxuoJRj3Y
We are in very similar issues, I have sent an item tracked and have sufficient evidence to show the item was sent on a tracked service and has been delivered and the appeal was denied as apparently I did not prove the goods were even sent! I too have been trying to get help, I have opened a case and they have closed it without responding! It seems a little unfair doesn’t it.
