I want to know why...
Why did I lose this A-to-Z, when it was just a simple return? After submitting a return request, the buyer then filed a claim stating the item does not work. It's a t-shirt... The return request comment say, did not fit. So now, the buyer just gets this item for free... We are out product cost, shipping fees to this buyer and a slap to our ODR. Appealed and instantly closed.
Buyer's Return message:
Buyer messaged seller on 1/25, requesting a return - "The customer wants to return the item since it doesn't fit to her. Now she wants to get a prepaid return mailing label. Please reach out the customer as soon as possible."
Witihin 20 minutes we responded with clear return instructions.
Instead of returning this item (because the T-SHIRT did not fit), buyer files an A-to-Z claim and AMAZON awards it??? Why? Seller shipped on time. Order arrived on time and buyer confirms delivery with a return request stating "doesnt fit to her". Please explain why the seller is responsible for this. At the very least is should not be held against seller ODR. This should have been a simple return. Instead seller got robbed after doing everything right.
Why?
Why?
Why? Please let me know what we could have done differently.
I want to know why...
Why did I lose this A-to-Z, when it was just a simple return? After submitting a return request, the buyer then filed a claim stating the item does not work. It's a t-shirt... The return request comment say, did not fit. So now, the buyer just gets this item for free... We are out product cost, shipping fees to this buyer and a slap to our ODR. Appealed and instantly closed.
Buyer's Return message:
Buyer messaged seller on 1/25, requesting a return - "The customer wants to return the item since it doesn't fit to her. Now she wants to get a prepaid return mailing label. Please reach out the customer as soon as possible."
Witihin 20 minutes we responded with clear return instructions.
Instead of returning this item (because the T-SHIRT did not fit), buyer files an A-to-Z claim and AMAZON awards it??? Why? Seller shipped on time. Order arrived on time and buyer confirms delivery with a return request stating "doesnt fit to her". Please explain why the seller is responsible for this. At the very least is should not be held against seller ODR. This should have been a simple return. Instead seller got robbed after doing everything right.
Why?
Why?
Why? Please let me know what we could have done differently.
6 replies
April_Amazon
Hello @Seller_FufI331lPupx8,
We appreciate you posting on the Forums.
When you try to appeal an A to Z claim and it is denied, it can be very frustrating. Your explanation of what occurred looks like the buyer just needed a different size shirt. The buyer should have returned the shirt for the correct size.
The appeal process for these issues are handled by a specialized team that is out of my area. What I can provide is the guidance how to appeal, and if your appeal is denied let you know you have 30 days to appeal.
The first information I found: Appeal an A-to-z Guarantee claim I do understand you have already completed the Appeal.
The next steps are described in: Respond to an A-to-z Guarantee claim - In part this states:
- If we determine that additional information is required during an A-to-z Guarantee claim investigation, we will contact you via email with a request for more information and also provide a an A-to-z Guarantee claim notification on your Seller Central homepage that will require your attention.
Did you receive a request for more information? If so, this would need to be provided within 72 hours.
The last information I found was this:
- Important: If we grant a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, we will make a decision on whether to reverse the initial decision and reimburse you for the claim incurred. For more information about claims, go to Amazon’s A to-z Guarantee claims.
Have you asked for a further investigation?
If you have any other details or updates regarding this situation, I would encourage you to provide it to this thread, such as an order ID or relevant case ID so I may continue to provide support on this.
Thank you for reaching out on the Forums. The Forums and I are here to support you.
April
Josh_Amazon
Hello @Seller_FufI331lPupx8,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand your frustration regarding this A-to-Z claim situation. Have you contacted Seller Support about this issue? If so, please share the case ID. Also, please provide the order ID so I can investigate further.
Best regards,
-Josh
