Is it reasonable for a customer to simply say that there is a problem with the product and not need any proof to get a refund?
Hello, Dear Amazon team, I need some new information regarding a claim I received the order on 13th April and shipped it immediately and delivered the parcel within a week or so, the customer filed a return request on 24th April stating that the product was broken and it was automatically approved by Amazon, then we immediately contacted the customer hoping to help and asked for a picture of the product that was broken, but we have not received a reply, and the buyer needs to return the product within 50 days after the return is filed in Amazon, but the customer didn't do so, and now it's been two and a half months since the customer filed the return request, so we closed this return according to the regulations.
Then, this customer filed an A-to-Z claim on 18 July instead, and we contacted the customer again and even indicated that we would be willing to not require the customer to return the product and refund the customer as long as the customer could provide proof of the product's defects, but we still haven't received a response.
And, so far, the customer still hasn't provided evidence to prove that it's our product that's defective, so it's reasonable to wonder if this customer is just trying to get this product for free, rather than actually having a product defect.
Hopefully, the Amazon team can review the specifics again, and of course, we are willing to provide the customer with a refund, but we can't accept that this order counts towards our defect rate, as we have been following Amazon's rules, and therefore shouldn't be held responsible for all of it.
Is it reasonable for a customer to simply say that there is a problem with the product and not need any proof to get a refund?
Hello, Dear Amazon team, I need some new information regarding a claim I received the order on 13th April and shipped it immediately and delivered the parcel within a week or so, the customer filed a return request on 24th April stating that the product was broken and it was automatically approved by Amazon, then we immediately contacted the customer hoping to help and asked for a picture of the product that was broken, but we have not received a reply, and the buyer needs to return the product within 50 days after the return is filed in Amazon, but the customer didn't do so, and now it's been two and a half months since the customer filed the return request, so we closed this return according to the regulations.
Then, this customer filed an A-to-Z claim on 18 July instead, and we contacted the customer again and even indicated that we would be willing to not require the customer to return the product and refund the customer as long as the customer could provide proof of the product's defects, but we still haven't received a response.
And, so far, the customer still hasn't provided evidence to prove that it's our product that's defective, so it's reasonable to wonder if this customer is just trying to get this product for free, rather than actually having a product defect.
Hopefully, the Amazon team can review the specifics again, and of course, we are willing to provide the customer with a refund, but we can't accept that this order counts towards our defect rate, as we have been following Amazon's rules, and therefore shouldn't be held responsible for all of it.
0 replies
Seller_ZJhFeE3tNKzfh
They shouldn't, but the A-Z system is simply broken.
Now an A-Z claim is open DO NOT refund the customer as the A-Z will simply then be closed and you will get an order defect.
In your case - as a refund request was open and you state the customer didn't return it, you should have appealed the A-Z claim stating that the customer opened a return request but did not return the product. As such, the A-Z should be closed.
Seller_xOfLXos54ah5L
99.9% A to Z claims are decided in favour of customers and the appeal system is futile. No matter how much information, evidence you provide, the outcome is always what customers' want. Amazon is not losing anything because the money is coming out of independents sellers like us.
Seller_Q2US1Dz0A6o2M
As a fellow seller, i agree that not needing any proof to get a refund is not fair. issues are rare but do happen as with anything but if you went into a store saying something you bought was faulty they wouldn't do anything unless you brought the item to show them. why should it be any different online?
it is a requirement in the distance selling regulations set by the uk government to show a photo of the item if damaged or faulty but not everyone seems to understand this.
Sadly amazon themselves don't really care either way as long as they get their cut. I too have had a to z claims filed about a problem that i didn't even know about and even the claim didn't tell me what the problem was! how is that fair.
I also get buyers aggressively saying there is a problem and flatly refusing to send a photo accusing me of calling them a liar. i am always polite and professional and follow government guidelines and frankly if your rude or aggressive and refusing to send any proof maybe they are lying but i never say anyone is. i explain its a standard put in place to protect everyone and its not a difficult task. some understand others don't and frankly i do think the 'professional complainers' of this world of which i have caught 2 now red handed. make the most of amazons buyer friendly system.
i have noticed an increase in 'not received' claims even though the tracking shows them to be delivered on time to the right address with gps location confirmation and photo evidence yet a number of buyers still say they haven't got the parcel. This only ever happens on amazon as all other selling sites are fairer at the balance of protecting buyers and sellers.
I agree with you the amazon system is heavily flawed and my least preferred selling platform.
i have over the past 15 years tried to contact amazon about these things, the lack of proof required if there is a problem, the taking the buyers side even if the seller has black and white proof of delivery. the inability to block repeat offending customers which by law every business as the right to do. and the lack of any real care from amazon themselves, which is foolish as without sellers they wouldn't have a business.
Seller_7pTs15IYXmTOB
If you tag one of the team here, some of them may step in and help you. For instance @Simon_Amazon
Seller_rQYvIYCumUpC1
A to Z cases are a scam against sellers. Customer's always win the case and they need to prove nothing. I can't understand how this is legal and why there is not more outrage from sellers.
Sarah_Amzn
Hello @Seller_98484aEmrhFP3,
I'm Sarah with Amazon.
Could you please share the order ID so I can review the details and check if I can assist.
Kind regards,
Sarah.
