I did everything I could... account flatlined anyways
Hello everyone,
I received a return request from a customer claiming that they were missing some parts to install the product. I reached out to them immediately asking them for more information so that I could provide them with replacement parts, or to go through with a return and refund if they requested. The return request was placed on march 1st, I reached out to them directly via chat on march 2nd, and reached out to them again through the 'contact buyer' section on the return request on march 3rd. I did not receive any response from the customer, and after a few days I received a notice that an a-z claim was placed and immediately granted to the customer with the reasoning that I did not reach out to the customer to try and fix this situation. I then sent an appeal to amazon with proof that I attempted to reach the customer multiple times although did not receive any response. This appeal was denied almost immediately, and my ODR has been affected, and my sales have ultimately flatlined because of this. The customer was refunded, and still has the product. Please if anyone has any tips, or amazon seller support can look into this issue for me, it is affecting my business very much, and I did everything I should as a seller to try and take care of the customers situation. We offered to send replacements, or refund and return at no cost to them... Please let me know if there is anything that can be done.
Thank you in advance everyone...
I did everything I could... account flatlined anyways
Hello everyone,
I received a return request from a customer claiming that they were missing some parts to install the product. I reached out to them immediately asking them for more information so that I could provide them with replacement parts, or to go through with a return and refund if they requested. The return request was placed on march 1st, I reached out to them directly via chat on march 2nd, and reached out to them again through the 'contact buyer' section on the return request on march 3rd. I did not receive any response from the customer, and after a few days I received a notice that an a-z claim was placed and immediately granted to the customer with the reasoning that I did not reach out to the customer to try and fix this situation. I then sent an appeal to amazon with proof that I attempted to reach the customer multiple times although did not receive any response. This appeal was denied almost immediately, and my ODR has been affected, and my sales have ultimately flatlined because of this. The customer was refunded, and still has the product. Please if anyone has any tips, or amazon seller support can look into this issue for me, it is affecting my business very much, and I did everything I should as a seller to try and take care of the customers situation. We offered to send replacements, or refund and return at no cost to them... Please let me know if there is anything that can be done.
Thank you in advance everyone...
0 replies
Christine_Amazon
Hello @Seller_rCX9GARkvJiiW
Christine here from Amazon Forums.
I understand your situation, however as per our policies
"You must authorize, respond, or both to all return requests. It is best practice to respond to all return requests within 24 hours. Failure to respond to a return request within 48 hours will result in a granted claim and an immediate debit to your account.
You must authorize all eligible returns, regardless of the category. A return is eligible when it is requested within Amazon’s standard 30-day return window or extended return window.
If you close a return request, always clarify the reason why the customer was not eligible for a return.
You can deny out of policy requests, but you must do so within 48 hours. If a request is out of policy, clarify the reason why the customer was not eligible for a return."
You can read more about our policies to prevent this type of situations in the future in the link below:
Prevent an A-to-z Guarantee claim
Christine
