Returns and A-Z Claims
I've been reading others' posts and it is amazing how many are struggling with A-Z claims and having no actual resolution or just receiving canned responses from support. We've never had an issue with A-Z claims until recently, so I'm assuming something has changed.
We had a customer reach out requesting a return for 1 of 4 items purchased. The items were returned and we unfortunately did not refund the customer in a timely enough manner because they opened an A-Z claim. Once the claim was opened we immediately refunded the customer for the one item they returned which was $283.92. Amazon A-Z then refunded the customer for the remaining three items that were not returned to us which was $1,703.52. I have appealed the A-Z claim explaining the situation and cannot get an answer on why the customer was refunded an additional $1,703.52 on items that weren't returned to us. I have also tried opening a case and still get no response. This is a large amount of money we are out and I'm at a total loss on what to do. Any help would be greatly appreciated.
Returns and A-Z Claims
I've been reading others' posts and it is amazing how many are struggling with A-Z claims and having no actual resolution or just receiving canned responses from support. We've never had an issue with A-Z claims until recently, so I'm assuming something has changed.
We had a customer reach out requesting a return for 1 of 4 items purchased. The items were returned and we unfortunately did not refund the customer in a timely enough manner because they opened an A-Z claim. Once the claim was opened we immediately refunded the customer for the one item they returned which was $283.92. Amazon A-Z then refunded the customer for the remaining three items that were not returned to us which was $1,703.52. I have appealed the A-Z claim explaining the situation and cannot get an answer on why the customer was refunded an additional $1,703.52 on items that weren't returned to us. I have also tried opening a case and still get no response. This is a large amount of money we are out and I'm at a total loss on what to do. Any help would be greatly appreciated.
15 odpowiedzi
Seller_WAZNnMBpd99sI
The scam scourge had not located you yet.
Now hold on to your.... uh.... hat.
For this specific case- has Amazon marked the A-Z as:
Under review - No action currently required
or have they already marked it closed or granted?
(we still have 2 under review A-Z's from 2020 and 2019, so don't hold your breath!)
Normally, however, Amazon will respond with a decision in 3 days to 2 weeks--
They may actually be requesting information from the buyer, and if they tell the truth, Amazon would reverse part of that.
Numerous inquiries, updates to A-Z and/or opening cases might not bring have the desired affect.
Seller_WKQcxV8GJk5T7
I Do Not Bother Support anymore.
They Do Not help Sellers that actually go by the Policies that are put forth by Amazon Support.
There was a Time Support at least would listen but not anymore from the Sellers.
You have to one of the Big Accounts to get Your Way.
I love selling on Amazon, but the A to Z False Claims can Hurt & Put You out of Business, especially when you have gone by the Policy Put Forth.
I guess honesty doesn't count. So Sorry for You.
Seller_8LDS13Dwga70G
Was it four separate orders for a total of 1703.52, or was it a bundle? If customer ordered 4 separate ASINS, it doesn't make sense that they would refund 3 other orders that did not have a return request. Or was the return request for all 4 items and they only sent back one?
Did they open an A-Z on all four items? If so, what was the reason stated for the claim?
Quincy_Amazon
Hello @Seller_f9WvzU6W0Chau
Thank you for posting your inquiry to the Forums.
This help page provides detail on scenarios where a claim will be automatically granted in favor of the customer.
It sounds like you have already created a case with Support regarding this concern. Would you mind sharing that case ID number with me so I can review your issue fully and read through the correspondence already provided?
Looking forward to your reply.
Regards,
Quincy_Amazon
Seller_F6qwMStRhJKiU
for the first time in 14 years I’m at risk for deactivation due to A-Z claims. People have learned to try one way and then the other. I was fine when amazon allowed my items to be returned. They have now incorrectly categorized me, REFUSE to change it even though I won this fight a year ago, so now folks see not returnable and just call saying insane things!!! The reps just grant the a-z, it’s insane! Almost ALL of mine have been resellers literally shipping to a FBA warehouse and I have no clue how to not fill the orders when they come in without having more issues.
Seller_Ha6JyVvDK6Ybs
Customers know shop Amazon for FREE sheet!
Seller_T04e1Xn1Myjhp
Support does nothing for you anymore! Its just AI running you in circles until you give up !
Seller_aQELpSUQi3699
Once A to Z is filed you wait for Amazon to finish the claim. Never refund the order before hand. It only confuses the Amazon process.
