2 Opened Returns and an A-Z on same order
We had a buyer open 2 returns for the same order on different dates, all our returns are auto authorized. The buyer also filed an A-Z after these returns were opened. The A-Z was temporarily withdrawn by Amazon. The buyer purchased shipping for the item and did not use either of the provided return labels. Buyer was refunded but Amazon still counted the A-Z against our metrics!
This is crazy. The buyer made it more difficult on themselves, us and also affects our metrics negatively!!!
We do not even have the option to appeal the A-Z decision, customer support opened a case for appeal on our behalf.
Any Amazon mods that can look into this? Case #17724311261 and 17742136171.
2 Opened Returns and an A-Z on same order
We had a buyer open 2 returns for the same order on different dates, all our returns are auto authorized. The buyer also filed an A-Z after these returns were opened. The A-Z was temporarily withdrawn by Amazon. The buyer purchased shipping for the item and did not use either of the provided return labels. Buyer was refunded but Amazon still counted the A-Z against our metrics!
This is crazy. The buyer made it more difficult on themselves, us and also affects our metrics negatively!!!
We do not even have the option to appeal the A-Z decision, customer support opened a case for appeal on our behalf.
Any Amazon mods that can look into this? Case #17724311261 and 17742136171.
0 replies
Seller_Sram36TnVt73c
i had a buyer doing this a few weeks ago also...she didn't read the catalog page and complained the item was too small despite exact measurements on the variation button she clicked to make the purchase.
First she said it was Inaccurate Description. I let her know we accept returns, but the measurements were quite clear on the listing. Then she changed the return to Unauthorized Purchase. I closed the previous request and told her to return the item through her order details. Then she changed it to a 3rd reason (I can't remember now--was just stunned she kept openning Returns on the same order). Finally she openned an A to Z claim and Amazon outright denied it and told her to send the item back for a refund. She finally did go away.
Seller_RuN5Jvdstmv5U
Ive had a lady order a necklace £130, received and decided the colour didnt match with her dress. She didnt want to pay for return, so she opened an A-Z case saying the necklace was broken received. full refund from my account.
I have appealed but not holding out much hope, why do the A-Z claims team not look into the order, if they did they would have seen she had changed her reason to get the refund.
Im only a small business and this is a lot of money for me to loose, whilst she also gets to keep a £130 necklace. So unfair Amazon!
Is there a MODERATOR who can look into this for me and maybe escalate, ive just been into the claim and its changed from under review to granted! Surely theyve not allowed the buyer to keep the refund and the necklace when theyve clearly lied on the A-Z claim form.
Danny_Amazon
Hello @Seller_SbXlRaOk8dHSHand thank you for posting about this experience.
As I view the Order ID associated with your provided Claim IDs, it appears the A-to-z Claim in question was closed with no impact to your ODR metric. Please let me know if you see anything different from your end, though!
Thanks,
Danny
