OUT OF POLICY RETURN NOT RESPONDED TO WITHIN 48HRS LED TO A TO Z CLAIM FOR CUSTOMER
There was an A to Z claim just granted to a customer for an item they purchased almost 2 months ago, I did not see the request in the return section however Amazon support said it was NOT responded to within 48hrs so they automatically granted the A to Z claim to the buyer, this is completely unfair, when the buyer tried to open the return they opened it up saying NO LONGER WANT so very clear it is just a buyer remorse and nothing wrong with the product. Amazon cannot just grant a claim to a buyer who is trying to return an item almost 2 moths after they bought it simply because they do not want it. The returns page clearly states when I found it OUT OF POLICY so they know it doesn't qualify for return but bypassed everything and just gave the buyer a refund because we didn't see it in time to respond. @Quincy_Amazon @Nikki_Amazon is this something that you can help me out with as this is completely not fair as th 48hr respond rule is not fair especially when an item is out of policy for a return and the return reason is a remorse one. I currently have in appeals
2 replies
Seller_4zBzdtgCyS9EI
The claim was granted because you did not respond to the buyer. Has nothing to do with why it was opened.....
Roberto_Amazon
Hello there! @Seller_Jhm7h5TmVLKnE
Thank you for using the Forums. I understand you are dealing with a claim that granted to the buyer for a return request that was out-of-policy.
This was already noted by @Seller_4zBzdtgCyS9EI, their comment is correct. Since you failed to authorize and/or respond to the return request within 48 hours, this opened the possibility for the buyer to raise an A-Z claim, this is outlined in our policy: Amazon’s A-to-z Guarantee claims
Sellers are responsible for responding to return requests and monitoring the Manage Returns dashboard. For out-of policy return requests, we will notify you via email since they require manual authorization.
Thank you for your understanding,
Roberto
