Unfair A-Z Claim granted, amazon claims I did not reach out to the customer
Hello everyone,
I received a return request from a customer claiming that they were missing some parts to install the product. I reached out to them immediately asking them for more information so that I could provide them with replacement parts, or to go through with a return and refund if they requested. The return request was placed on march 1st, I reached out to them directly via chat on march 2nd, and reached out to them again through the 'contact buyer' section on the return request on march 3rd. I did not receive any response from the customer, and after a few days I received a notice that an a-z claim was placed and immediately granted to the customer with the reasoning that I did not reach out to the customer to try and fix this situation. I then sent an appeal to amazon with proof that I attempted to reach the customer multiple times although did not receive any response. This appeal was denied almost immediately, and my ODR has been affected, and my sales have ultimately flatlined because of this. The customer was refunded, and still has the product. Please if anyone has any tips, or amazon seller support can look into this issue for me, it is affecting my business very much, and I did everything I should as a seller to try and take care of the customers situation. We offered to send replacements, or refund and return at no cost to them. Please let me know if there is anything that can be done.
Case ID: 17429453941
Unfair A-Z Claim granted, amazon claims I did not reach out to the customer
Hello everyone,
I received a return request from a customer claiming that they were missing some parts to install the product. I reached out to them immediately asking them for more information so that I could provide them with replacement parts, or to go through with a return and refund if they requested. The return request was placed on march 1st, I reached out to them directly via chat on march 2nd, and reached out to them again through the 'contact buyer' section on the return request on march 3rd. I did not receive any response from the customer, and after a few days I received a notice that an a-z claim was placed and immediately granted to the customer with the reasoning that I did not reach out to the customer to try and fix this situation. I then sent an appeal to amazon with proof that I attempted to reach the customer multiple times although did not receive any response. This appeal was denied almost immediately, and my ODR has been affected, and my sales have ultimately flatlined because of this. The customer was refunded, and still has the product. Please if anyone has any tips, or amazon seller support can look into this issue for me, it is affecting my business very much, and I did everything I should as a seller to try and take care of the customers situation. We offered to send replacements, or refund and return at no cost to them. Please let me know if there is anything that can be done.
Case ID: 17429453941
0 replies
Angie_Amazon
Hello @West_Home_Furniture,
Thank you for sharing all the details of your case.
Firstly, please allow me to explain that we are not seller support, we are forums moderator. To contact them, go to Seller Central > Help > Help and resources, or click here.
Now, regarding your situation with the A-Z, after reviewing the details I have confirmed that the A-Z Claim Team resolution is correct. To have more details, you can visit the following help pages:
Regards,
Angie 🌷
Seller_LTv2zrpA8Qcn1
Hi, it's simple. You should have authorised the return right away. I know you are vehement that you reached out to the buyer to try and resolve it. And nothing is wrong with that BUT you should've authorised the request then see if the buyer would consider coming to another resolution. The buyer is not obligated to answer your video call or your email. They might not even be savvy or willing to engage in communicating about it anymore. S/he might have simply wanted to return it because...who knows?
You say you offered to "refund and return at no cost to them". But this is what the Return Request was for. A simple click on the return request would have done what you say you were offering.
These are not opinions of mine. They are based on Amazon's Returns policy. As long as it qualifies, authorise Return Requests as soon as you get them. Period. No doubt you were trying to be helpful. But regardless of the reason, delays are not tolerated and often lead to A-to-Z claims being granted in the buyers' favour.
