Am I missing something? A-Z upheld.
Hi Everybody,
A customer ordered the wrong product according to the following messaged received via Amazon customer support:
"Reason for contact: Hello, the customer would like to return this item for a refund as he ordered wrong item and he doesn't want to pay a return postage. Please help the customer with a prepaid return label as fast as possible so that he can return it for a refund. Thank you so much."
The order was fulfilled by merchant (not FBA or Seller Fulfilled Prime)
The customer then opens an A-Z using the reason "not correct description" which contradicts the earlier message.
We comment on the A-Z case stating the customer has selected the wrong reason in an attempt to avoid paying return charges.
A-Z claim is granted.
We appeal and the appeal is reject stating "You did not provide a valid prepaid return address to the buyer."
I have checked the listing and it does not say "Free Returns" which to my understanding is correct for a fulfilled by merchant offer.
Am I missing something here or has something changed with the returns policy. Do we still have to offer a prepaid returns label for a change of mind/buyer remorse order. It is an oversized item (not heavy and bulky) but nonetheless expensive to return.
TIA,Steven
Am I missing something? A-Z upheld.
Hi Everybody,
A customer ordered the wrong product according to the following messaged received via Amazon customer support:
"Reason for contact: Hello, the customer would like to return this item for a refund as he ordered wrong item and he doesn't want to pay a return postage. Please help the customer with a prepaid return label as fast as possible so that he can return it for a refund. Thank you so much."
The order was fulfilled by merchant (not FBA or Seller Fulfilled Prime)
The customer then opens an A-Z using the reason "not correct description" which contradicts the earlier message.
We comment on the A-Z case stating the customer has selected the wrong reason in an attempt to avoid paying return charges.
A-Z claim is granted.
We appeal and the appeal is reject stating "You did not provide a valid prepaid return address to the buyer."
I have checked the listing and it does not say "Free Returns" which to my understanding is correct for a fulfilled by merchant offer.
Am I missing something here or has something changed with the returns policy. Do we still have to offer a prepaid returns label for a change of mind/buyer remorse order. It is an oversized item (not heavy and bulky) but nonetheless expensive to return.
TIA,Steven
21 replies
Seller_ZVAz3d5lZuGid
Duplicate thread of your previous one 3 days ago, which is technically against forum guidelines. Customer services have only repeated what the customer has told them, and they do not understand or know about seller policies. As it was customer error then customer is responsible for the cost of the return postage - they cannot just say they 'don't want to pay for return postage ' !!!!
Seller_ZJhFeE3tNKzfh
How did you actually respond to the message?
Though it sounds like the A-Z claim was opened under false pretences.
You likely won't get far with Seller Support. If you have a case ID - add it here and you need to tag in one of the moderators.
@Jessica_Amazon_ for example
Seller_540qgZMXuuXdD
You're not missing anything. Amazon will almost always side with the customer. I've had customers make a mistake with personalisation and then submit an A-Z because it's not as described.
On one rare instance, Amazon reversed an A-Z decision in my favour on appeal. So the customer opens an A-Z for the same item, but for a different reason and wins.
Seller_QFivb25YBNqBc
Yes, Amazon is thinking about the customer only. I always provide a prepaid label if requested, regardless of what the policy says. Prevention is better than {A-Z claim} a cure
Seller_GYmEPJxez9UEY
mine a customer indicated they wanted to return an item stating the packaging was okay but but upon opening the seal had issues, next I saw was refund applied, customer return was closed, apparently customer care told the customer to trash or keep the item. I’m tired.
Seller_7pTs15IYXmTOB
You have an understanding of the policy and have applied it correctly imo. However seller support will not help you. But do open a case, post your case ID here and tag one of the mods as advised. They may help you. You could also pursue directly with the management.
I have a habit of pursuing, chasing everyone, seller support, management, even if takes months, until I get the desired resolution. If I am right, I win, as simple. But it isn't an easy task.
You do not have to pay buyer postage. End. Make sure you claw back your postage and also have your metric hits removed. All the best.
Seller_Z1VmZ3fbCMGeu
I have now opened a case - thank you for the replies here, very helpful.
Update information:
The customer did not cancel their original returns request but simply opened a duplicate returns request stating "accidental order"
Case ID: 11287922792
Will await customer support response.
Sakura_Amazon_
Hello @Seller_Z1VmZ3fbCMGeu,
Thank you for providing the Case ID. I've reviewed the thread and the information you've shared regarding the return and the AZ claim raised by this buyer.
I note that your case (11287922792) has now been transferred to the relevant team. We'll need to await their response before we can proceed with any further review.
Please do update this thread once you receive their reply.
Regards,
Sakura
Seller_7pTs15IYXmTOB
I just don't understand when seller support cannot be seller centric in their responses. What do they sign up for, if they cannot support and enhance seller experience. Majority of them treat sellers like thieves, with hostility. They just don't want to work on cases, they are totally oblivious to the point of the seller support infrastructure.
If you do not get the help, I will forward this thread to the US teams. They don't waste resources over legitimate seller grievances.
Sakura_Amazon_
@Seller_Z1VmZ3fbCMGeu,
I reviewed the A-Z claim decision. Since your item falls under the heavy item category, this specific policy applies:
For heavy and bulky items weighing 31.5 kg or more, or whose longest parcel side (when packed) exceeds 175 cm: When a return request is raised because an item does not meet a customer’s expectations, you must authorise the request, arrange for collection of the item from the customer’s delivery address (or other location agreed upon with the customer) and issue a refund or a replacement item. If you don’t arrange for the item to be collected from the customer’s location on three or more occasions, the customer can file an A-to-z Guarantee claim.
You can find more details here : About A-to-z Guarantee Claims
