AZ appeal was closed and seeking advice and assistance
Hello Amazon Seller Community,
I’m reaching out for advice or assistance regarding a challenging situation with Order #112-5806912-7193047. Here’s a summary of the events:
February 7th: The customer claimed she did not receive the packages. We provided the verified proof of delivery to the buyer.
February 17th: The buyer contacted us stating she was unhappy with the order and requested a refund and item pickup, indicating she had received the couch.
February 17th: The buyer filed an A-to-Z Guarantee claim for a full refund without returning the couch.
March 3rd: We appealed the claim, but Amazon closed it without providing a clear decision on who should be responsible for the refund.
We opened a case with Case ID: 17369449201 with the Amazon Claim Team. Their response was that the claim is closed, and we have no opportunity to appeal. However, they still did not clarify who should be responsible for the refund.
Has anyone experienced a similar situation? Any advice on how to resolve this would be greatly appreciated.
Thank you!
@Joey_Amazon@Quincy_Amazon@Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Rose_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Jameson_Amazon @Ricardo_Amazon
AZ appeal was closed and seeking advice and assistance
Hello Amazon Seller Community,
I’m reaching out for advice or assistance regarding a challenging situation with Order #112-5806912-7193047. Here’s a summary of the events:
February 7th: The customer claimed she did not receive the packages. We provided the verified proof of delivery to the buyer.
February 17th: The buyer contacted us stating she was unhappy with the order and requested a refund and item pickup, indicating she had received the couch.
February 17th: The buyer filed an A-to-Z Guarantee claim for a full refund without returning the couch.
March 3rd: We appealed the claim, but Amazon closed it without providing a clear decision on who should be responsible for the refund.
We opened a case with Case ID: 17369449201 with the Amazon Claim Team. Their response was that the claim is closed, and we have no opportunity to appeal. However, they still did not clarify who should be responsible for the refund.
Has anyone experienced a similar situation? Any advice on how to resolve this would be greatly appreciated.
Thank you!
@Joey_Amazon@Quincy_Amazon@Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Rose_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Jameson_Amazon @Ricardo_Amazon
9 odpowiedzi
Seller_OvL8C4BJWiuS9
If you were debited for the refund, then they determined you are responsible.
Seller_rGcQW1yb6ZWbC
If it was just closed, then the buyer was not reimbursed and no one is 'responsible' for it. If the claim was granted, then you'd see who was responsible for the reimbursement and it if affects your ODR.
Danny_Amazon
Hello @Seller_x4KlqN4R8imX1- and thanks for posting about this claim experience.
Upon review, I do not see that Amazon Buy Shipping services were used, which do provide certain protections against Item Not Received claims from customers. If you would like to have a refund reversed that you issued to a customer for any reason (such as a delayed order gets delivered and the customer accepts the order), you have to request that the customer initiate the reversal in Buyer-Seller Messages. The customer will need go to the Problem with order page for the order, or inform Amazon customer service to reverse the refund of the claim. Where a customer has agreed to late delivery, or a replacement in Buyer-Seller Messages, ask them to initiate the reverse refund process. Amazon cannot reverse a customer refund for seller-fulfilled orders, without the customer's affirmative consent.
You can read further into this process, and other relevant information, on our A-to-z Guarantee Help page.
Thanks,
Danny
