A-Z claim granted and defect on account for incorrect item returned, which customer acknowledges
I am messaging here in the hope an Amazon moderator can look in to this for us as we are flatly refused a resolution via the A-Z appeal and Amazon seller support. The buyer in this case returned the wrong item for a refund, order ID 205-0306167-9114720.
We have documented proof in the Amazon message thread where the buyer states they returned an item different from the one purchased. Their actions directly violate Amazon's policies regarding honest returns and proper use of the A-to-Z Guarantee. This claim was wrongfully granted and the resulting account defect is unjustified, as we fulfilled the order correctly and acted in accordance with Amazon's policies throughout the process.
Who do we contact now for the following
Reassessment and reversal of the A-to-Z Guarantee decision for order 205-0306167-9114720.
Immediate removal of the associated defect from our account metrics.
Consideration of this buyer’s misuse of the A-to-Z process, as it undermines the trust and integrity of the Amazon marketplace.
We are committed to providing excellent customer service and complying with all Amazon policies. We hope Amazon will uphold fairness by correcting this matter.
A-Z claim granted and defect on account for incorrect item returned, which customer acknowledges
I am messaging here in the hope an Amazon moderator can look in to this for us as we are flatly refused a resolution via the A-Z appeal and Amazon seller support. The buyer in this case returned the wrong item for a refund, order ID 205-0306167-9114720.
We have documented proof in the Amazon message thread where the buyer states they returned an item different from the one purchased. Their actions directly violate Amazon's policies regarding honest returns and proper use of the A-to-Z Guarantee. This claim was wrongfully granted and the resulting account defect is unjustified, as we fulfilled the order correctly and acted in accordance with Amazon's policies throughout the process.
Who do we contact now for the following
Reassessment and reversal of the A-to-Z Guarantee decision for order 205-0306167-9114720.
Immediate removal of the associated defect from our account metrics.
Consideration of this buyer’s misuse of the A-to-Z process, as it undermines the trust and integrity of the Amazon marketplace.
We are committed to providing excellent customer service and complying with all Amazon policies. We hope Amazon will uphold fairness by correcting this matter.
3 replies
Seller_3imSzMMvs3m51
We’re in the exact same position right now.
A customer claimed we sent the wrong item, but we dispatched the correct product. They returned something completely different that we do not even sell, and it was used and dirty. Despite providing full evidence, including internal dispatch records, photos, and proof that the returned item was not from us, Amazon still granted the A-to-Z claim and refunded the buyer from our account.
Our order ID is: 204-8778549-3360302
We have appealed 16 times, and every response has been the same automated message: “We stand by our decision.” The defect remains on our account, and there has been no proper review of the case.
It is extremely frustrating. Like you, we have followed every available process to get someone at Amazon to acknowledge the issue and apply their own policies correctly.
Thank you for raising this. It is reassuring, although disappointing, to see we are not the only ones affected. If you find any successful route or response, please share it. I will do the same.
You are definitely not alone in this.
