A-Z claim withdrawn but refund not reversed
What is the protocol for reversing a refund that was the result of an A-Z claim that was initial granted but has now been withdrawn? The claim confirms withdrawn and that it will not impact on our ODR.
TIA.
A-Z claim withdrawn but refund not reversed
What is the protocol for reversing a refund that was the result of an A-Z claim that was initial granted but has now been withdrawn? The claim confirms withdrawn and that it will not impact on our ODR.
TIA.
9 replies
Seller_B4VbHpnDLDLAU
If I’m right the refund shows up in your payment reports as money in as “other”
Seller_Z1VmZ3fbCMGeu
I can confirm that there is no “Other” transaction matching this amount. It would appear that Amazon are just happy for the customer to keep the product and refund - over £200 as it is a high ticket item. I will endeavour to open a case with them and report back.
In the meantime, interested in anybody else’s experience with these.
Seller_Z1VmZ3fbCMGeu
Amazon have advised to file a SAFE-T in these instances. I understand any reimbursement is discretionary however. Not sure why there is any ambiguity when the customer has withdrawn the A-Z and have messaged to say they have now received the items? 
Seller_Z1VmZ3fbCMGeu
Tried to file a SAFE-T claim and received the following error: This order is not eligible for SAFE-T claim. Only VAS orders, Easy Ship orders and MFN Prepaid orders are eligible for SAFE-T claims. Please refer to Amazon SAFE-T Claim Policy for more details.
Seller_SITNVuZK87zGK
You can’t file a Safe-T Claim once an A to Z is opened, as per the Reimbursement Policy for seller fulfilled orders with prepaid return labels. If you were advised as such by Seller Support, well, just add to the list of things Seller Support say that is wrong.
