A to Z claim for item, free replacment was sent and recieved - still got full refund and account gets dinged
Customer made a purchase that was damaged in transit - they requested a free replacement. Replacement was sent and delivered, original damaged item was returned. Customer then did an A to Z claim on original order and was granted a refund. Why would they get a free purchase? Do I have to offer a free replacement? Why is this even possible? They should simply return the item for it being damaged and make another purchase
24 replies
Seller_OvL8C4BJWiuS9
Did the replacement request come through Amazon, or they just asked you to replace it.
Seller_WtOwWhtSrFjva
The process is they return. You refund.
They reorder if they still want.
If you bought shipping through Amazon, file a saf t claim. If you did not buy shipping through Amazon, you will have to take it up with the carrier.
Never send a replacement even if CS puts the order in.
As you can see, the customer can file an A to Z claim.
Seller_xlf3vF516IRli
When you are appealing, or opening a case etc, are you referencing both the original order AND the replacement order? You need to make it crystal clear in short toddler style sentences what you need help with and why.
Example:
I am appealing the decision for a claim against order # 111-111111111111. Below are the facts of the claim:
- Customer placed order on xx.xx.xx orders # 111-111111111111
- Customer requested a replacement due to damaged in transit on date xx.xx.xx Order # 222-2222222222
- Customer Received Replacement order on xx.xx.xx date via whatever carrier (fedex Tracking #)
- Customer Returned ORIGINAL order (not replacement) on xx.xx.xx date
- Customer Filed A-Z claim for Order # 111-111111111111 on xx.xx.xx in ERROR. They received a REPLACEMENT for this order AND HAVE NOT returned the replacement.
- Customer was granted A-Z Claim in ERROR due to Replacement being sent and received by Customer on xx.xx.xx date.
- Customer has in their possession REPLACEMENT order per AMAZON POLICY for Replacement Orders and has not paid for the replacement order. https://sellercentral.amazon.com/help/hub/reference/G9675EJHNZ2ZE3M5
Please reverse the A-Z charge to my account in the amount of $whateverthisamtis due to customer in possession of merchandise NOT returned because of a REPLACEMENT order.
We understand that the customer has returned the original order, however, since the customer has NOT returned the REPLACEMENT order, they are NOT entitled to a REFUND and this charge needs to be reversed.
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Literally speak as if you are talking to someone who doesn't understand english. Make it EASY and point out the important parts with words in caps like "ERROR" and "REPLACEMENT" and be sure to link to the AMAZON POLICY on replacements (provided above)
Don't bother with emotional words or elaborating on anything. keep it simple. You are not alone in this stupidity that is the replacement order program. The system just doesn't recognize that there is a REPLACEMENT order attached like half the time, so if a customer does an A-Z, it gets approved and they get free stuff and you have to fight it and fight it and fight it and fight it til you get so mad you want to scream. Hopefully this helps.
Joey_Amazon
Hello @Seller_1lEozv4ukRo7I,
Thank you for utilizing the forums!
If you want, please share the Order Id associated with this claim. I can take a look and determine how I can best assist you with this issue.
Cheers,
Joey
Seller_5PVnrPSumFtgg
The whole A-to-Z process is heavily biased against the Sellers. We have had several cases in which the Customer was totally satisfied, yet the A-to-Z counted against us in the ODR (Order Defect Rate).
Seller_zinnr9HADdMb2
Hate to say it but accept and move on. This type of thing will drive you nuts! We price in these sorts of issues into our product. For our products, we have to make a min of $5 per sale. We only really need $3 per sale ot hit our profit goals but at $5 profit on the sale then that will allow buffer to deal with these types of issues and just keep selling! If you let little things like this bother you then stop doing this and go to work for Corporate America and let your boss deal with the daily crap ;) Good luck
Seller_RH5P8CqOqaNrO
same happening to us, 3 items from the same customer!
Seller_hhKI7eNLqG55p
This is really annoying, I got the same issue before, just because of RFS setting, no need return, just refund.
Seller_24FzucbyGtgZS
We reply that we do NOT participate in the Amazon "replacement" program, that they will have to return the damaged item (we will pay for the return shipping) and then Amazon will issue a refund (within 33-days pursuant to Amazon's terms of service and user agreement.
If they still want the item they will have to place a new order.
Since we use USPS Ground Advantage exclusively and all shipments are automatically insured we file a claim for reimbursement. USPS has gotten very good with claims processing and its usually approved within 4-days. They will accept a screenshot of the Amazon sales record as proof of value.
Joey_Amazon
Hello @Seller_1lEozv4ukRo7I,
I'm glad to share that the claim has been reversed, your account will be credited and the ODR will be removed.
This community is all about collaboration and support. Please share your questions, tips, or success stories.
Let's work together to create a positive and helpful space for everyone
Sincerely,
Joey
