A-Z Claim , CUSTOMER ASKED FOR EXCHANGE THEN OPEN THE CLAIM
I am here a recent decision regarding an A-Z claim that was granted in favor of the customer. I believe there has been a misunderstanding and I would like to provide additional information for your consideration. The customer had initially returned an order for an exchange, which we promptly fulfilled as can be seen in our message history. However, the customer did not understand the new size we sent and contacted us to return the item. At the same time, they opened an A-Z claim. Despite this, we provided the customer with a return label as per their request. The tracking number for this return is 1Z2285R50314669747 via UPS. According to our records, the label was created on June 11th and amazon granted this claim with ODR effect but the product was not delivered back to us until June 17th. Throughout this process, we have responded to the customer in a timely manner. We sent the exchanged item as soon as the customer requested it, and provided the return label promptly when they asked for it again. We kindly request that you review all the messages and consider the facts of this case. Our Order Defect Rate (ODR) has been negatively affected by this situation, which in turn is impacting our sales. Best Regards,
A-Z Claim , CUSTOMER ASKED FOR EXCHANGE THEN OPEN THE CLAIM
I am here a recent decision regarding an A-Z claim that was granted in favor of the customer. I believe there has been a misunderstanding and I would like to provide additional information for your consideration. The customer had initially returned an order for an exchange, which we promptly fulfilled as can be seen in our message history. However, the customer did not understand the new size we sent and contacted us to return the item. At the same time, they opened an A-Z claim. Despite this, we provided the customer with a return label as per their request. The tracking number for this return is 1Z2285R50314669747 via UPS. According to our records, the label was created on June 11th and amazon granted this claim with ODR effect but the product was not delivered back to us until June 17th. Throughout this process, we have responded to the customer in a timely manner. We sent the exchanged item as soon as the customer requested it, and provided the return label promptly when they asked for it again. We kindly request that you review all the messages and consider the facts of this case. Our Order Defect Rate (ODR) has been negatively affected by this situation, which in turn is impacting our sales. Best Regards,
9 replies
Seller_Hi7wbO2Kbo6bl
Amazon recognizes replacements as a problem-solving technique ONLY when the buyer goes through the Amazon system for replacement.
Otherwise the replacement never happened.
Seller_Hi7wbO2Kbo6bl
There is no such option. This is a result of buyer calling Customer Support and support passing the message along to the seller. If the buyer demanded seller do something illegal, support would just pass along the message.
In these cases Amazon is NOT telling you to do something. Even when it sounds that way.
Any reply you make to those messages goes to the buyer.
Roberto_Amazon
Hello! @Seller_7LAFLfp66OB1T
Thank you for using the Forums. I understand that this is negatively affecting your account and I acknowledge that you resolved the buyer's issue; however, this should've been handled differently.
As mentioned by @Seller_Hi7wbO2Kbo6bl, the request for replacement sent via Buyer-Seller messages system is not a valid replacement request. If there was enough inventory available for the product, you should've instructed the buyer to go through their orders and request a replacement order:
Replacements for seller-fulfilled returns
Buyer instructions for replacements:Replace a Damaged, Defective, or Broken Item
If the buyer did not have the option for replacement, the right approach would've been to ask them to follow the return process, refund the order accordingly, and advise the buyer to re-order.
The A-Z claim was granted in the buyer's favor because the replacement order never happened or the way it was done is not recognized as official, from the A-Z claim's perspective, when the buyer returned the item, the buyer should've been refunded upon return of the original product.
That being said, I see that the replacement you sent is out for delivery, once it is delivered, please let reply to this post and I will evaluate our options to further appeal this.
Thanks,
