My customer created an order on Sep 9, 2024. A few days later, he informed me that his package was displayed as “delivered”, but it was not delivered to him. At first I offered to send a new package, thinking that it had been delivered to the wrong address, but then the customer said that he had lost interest in the product and asked for a refund.
Then I said that I would refund the money, but in the meantime I learned that the package was being held at UPS's warehouse. So I asked him to contact UPS to arrange for the package to be delivered to him and when it comes send it back to me. (because I'm sending the product cross-border and I can't communicate with UPS in the US) and I guess he thought I wouldn't refund him and opened an A-Z Claim.
However, I had already refunded the money before he opened the A-Z Claim. I realized that the A-Z Claim was opened as much as the VAT rate. In other words, the A-Z Claim was opened for the VAT rate, not for the product. Even though I submitted my Appeal, it was rejected, so I stated that I had already refunded the money.
After a few days the customer contacted me and said that the package had been delivered and I could withdraw the refund.
I then contacted Amazon support and they told me that the customer could take this action. So I communicated this to the customer and he withdrew his A-Z Claim. And indeed, the ODR on my account was back to 0 and the risks were gone. I then consulted amazon support again on live chat to ask when my money would be credited back to my account. 2 days later, I received the A-Z Claim back in my account automatically (for the same order! - Which is impossible because the customer withdrew the A-Z Claim and amazon support confirmed to me that it cannot be reopened)
I realized that I was charged an A-Z Claim for the VAT rate again, but the money for the product is not coming back to my account :D
I've emailed maybe 10 times, talked to live chat, but I get the same answer every time. “We have reviewed the buyer's claim and the information you provided for order *****************.
Although we understand your position, we stand by our decision.”
In other words, who is amazon support to automatically reopen the return request that the customer has withdrawn, and it takes my money? And they refuse it every time, can such nonsense happen?
