You cannot initiate a refund to the buyer in the presence of an A-to-Z claim, otherwise the order defect rate will still be credited to the account.
As long as there are A-to-Z claims, sellers will be penalised by Amazon no matter what they do.
I have had two orders where the buyer returned the parcel and did not tell me the logistics tracking number, we had made a note of this in the returns information and he must have seen this, but he still did not tell me. He then filed an A-to-Z claim and Amazon told me the logistics tracking number.
And at this point, even with an immediate refund, Amazon credited my account with the order defect rate.
But I refunded the buyer anyway, and unsurprisingly, Amazon credited my account with the order defect rate.
This is so unfair to us, is it wrong to initiate a refund?
Order number: 701-1397464-9536252
Order number: 702-2373068-5445837
These two unsolicited refunds, Amazon credited my account with the order defect rate.
Order number: 702-9241669-0916235
Order number: 701-6261276-7721069
These two did not initiate refunds and Amazon still credited my account with the order defect rate.
We are wrong either way.
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
You cannot initiate a refund to the buyer in the presence of an A-to-Z claim, otherwise the order defect rate will still be credited to the account.
As long as there are A-to-Z claims, sellers will be penalised by Amazon no matter what they do.
I have had two orders where the buyer returned the parcel and did not tell me the logistics tracking number, we had made a note of this in the returns information and he must have seen this, but he still did not tell me. He then filed an A-to-Z claim and Amazon told me the logistics tracking number.
And at this point, even with an immediate refund, Amazon credited my account with the order defect rate.
But I refunded the buyer anyway, and unsurprisingly, Amazon credited my account with the order defect rate.
This is so unfair to us, is it wrong to initiate a refund?
Order number: 701-1397464-9536252
Order number: 702-2373068-5445837
These two unsolicited refunds, Amazon credited my account with the order defect rate.
Order number: 702-9241669-0916235
Order number: 701-6261276-7721069
These two did not initiate refunds and Amazon still credited my account with the order defect rate.
We are wrong either way.
@Sunnie_Amazon @Ricardo_Amazon @Jurgen_Amazon @Lucre_Amzn
7 replies
Seller_dotifYADa0BWY
Customer request signature? No return...appeal on that basis. We won claims because the customer did not request signature. No proof of returning the item back.
Ricardo_Amazon
Hello @Seller_LtCxu1GTO9roo,
Ricardo from Amazon here.
For orders 701-1397464-9536252 and 702-2373068-5445837 I see the "Respond to Amazon" widget/option is still available. As long as you can represent your case, our Escalations team will not review the claims associated to those orders.
For orders 702-9241669-0916235 and 701-6261276-7721069 I have sent your appeal to the A-to-Z Escalations team for further review.
Once I hear back from them I will be letting you know.
Seller_adTxaa79QM905
We are in the same situation.
Two orders with A-to-Z claims opened before we received the original items.
We refunded one order after we received our product, Amazon counted the claim against our ODR and denied our appeal.
The second order, we wait until Amazon to grant the claim, then we appealed the claim, but our appeal was denied.
The A-to-Z claim should not be opened before seller receive the return. Ebay tracks the return and notify seller when delivered, and give seller time to process the refund before they step in. Why can Amazon does the same?
