Appealing A to Z Claims for "wrong item sent" when we didn't send the wrong item
I sell printed products (that I print on demand). Customer ordered "Italy" but wanted "Spain" for the country of origin. They ended up opening an A to Z claim after I told them I wouldn't issue a return since they received the item they had ordered (the printed products don't return in sellable condition after being shipped, open, repackaged by the customer and sent through USPS for a second time and since I have hundreds of thousands of listings, I don't carry an inventory). Customer admits in the A to Z claim that they received the item they ordered (Italy) and that it was their fault they received the "wrong" item. I appealed after Amazon granted their A to Z claim, and that appeal was denied to.
So any advice going forward on how to appeal an A to Z claim where the customer has straight up lied about the reason and admitted they made the mistake, not me? Or should I just suck it up because we all know Amazon cares more about keeping customers happy than treating sellers fairly?
Appealing A to Z Claims for "wrong item sent" when we didn't send the wrong item
I sell printed products (that I print on demand). Customer ordered "Italy" but wanted "Spain" for the country of origin. They ended up opening an A to Z claim after I told them I wouldn't issue a return since they received the item they had ordered (the printed products don't return in sellable condition after being shipped, open, repackaged by the customer and sent through USPS for a second time and since I have hundreds of thousands of listings, I don't carry an inventory). Customer admits in the A to Z claim that they received the item they ordered (Italy) and that it was their fault they received the "wrong" item. I appealed after Amazon granted their A to Z claim, and that appeal was denied to.
So any advice going forward on how to appeal an A to Z claim where the customer has straight up lied about the reason and admitted they made the mistake, not me? Or should I just suck it up because we all know Amazon cares more about keeping customers happy than treating sellers fairly?
13 replies
Seller_4zBzdtgCyS9EI
Is this listed as a customized product? Customized products are not returnable.
Seller_MzpDgrmtn9wEt
@Roberto_Amazoncould you offer any guidance on this? I've seen you respond to similar issues...
The buyer lied, said I sent the wrong item and admitted in their A to Z claim that I sent the item as ordered (but they had intended to order a different item). I appealed stating such and my appeal was denied. Any advice for the future or is there any recourse for me?
Danny_Amazon
Hello @Seller_MzpDgrmtn9wEt- thanks for the post. Within the claim, was your ODR metric impacted? If you can share the case ID associated with the appeal, I'd be happy to take a closer look from my end!
Thanks,
Daniel
Seller_rGcQW1yb6ZWbC
Amazon will most likely not reverse the decision. Your best bet is to reach out to the buyer.
If the buyer is upset because you would not issue a refund, maybe you need to re-evaluate that policy you have. If you do not accept returns, you kinda open yourself up to feedback like this whether it is warrented or not. Sorry for the stark reality, but Amazon is buyer-centric. And they want your business to be too. Just because a product may be non-returnable doesn't make it non-refundable.
Ask yourself, is the refunded amount for one item worth the potential loss of business as a result of this one order's feedback?
