Question about A-Z claim
Hello everybody, i’m hoping someone knows the answer to this and can let me know how to deal with these situations… When a buyer opens an A-Z claim for an item that he's
returning ( for no good reason), how should you deal with the return? Because from my experiencr, if you refund the customer, Amazon usually counts the claim against my metrics. Am I supposed to wait for amazon to send me
the email saying ' you can refund the buyer when you receive the item' etc, etc. But if the return arrives quickly, am I not expected to refund the buyer right away, or else the claim can also be counted against me? I still haven't found a method that makes sense. Some
help would be appreciated. Thank you.
Question about A-Z claim
Hello everybody, i’m hoping someone knows the answer to this and can let me know how to deal with these situations… When a buyer opens an A-Z claim for an item that he's
returning ( for no good reason), how should you deal with the return? Because from my experiencr, if you refund the customer, Amazon usually counts the claim against my metrics. Am I supposed to wait for amazon to send me
the email saying ' you can refund the buyer when you receive the item' etc, etc. But if the return arrives quickly, am I not expected to refund the buyer right away, or else the claim can also be counted against me? I still haven't found a method that makes sense. Some
help would be appreciated. Thank you.
6 replies
Seller_LTv2zrpA8Qcn1
I know you said 'for no good reason', but what's the official reason stated by the buyer. That matters....
Seller_dotifYADa0BWY
Have you authorized a return prior to the A2Z claim? Amazon "should" deny the claim as the item has been authorized for return. If no return authorized beforehand, then you will likely lose the claim. How much communication was there before the A2Z?
JiAlex_Amazon
Hello @Seller_0lbr0HGiL3wwH
For your inquiry, here are is a video from Seller university related to A-Z claim, advising about the metrics, and on minute 4:20 you may see the actions needed from your end, it may help you with the information you may be looking:
Respond to an A-to-z Guarantee Claims notification
Any assistance, don’t hesitate to reach out our support channel: https://sellercentral.amazon.com/help/center
Happy Selling!
JiAlex
Seller_quzHpOIRhUy8A
Amazon buyer files a claim you have a set amount a time to respond to it. Just note that the customer has filed for a return and state whatever your default policy is regarding returns. Weather you provide the label, if so provide the tracking no. in the response. If make them pay for their own return then just say you are waiting their customer to return the item, and note you do not have the tracking information from their customer.
Then say something to the effect that as soon as the item has been received and inspect you will notify Amazon to begin the refund on their end.
Amazon, 'should' just keep it on the books as pending till the item is return and refunded.
Till the item is returned and inspect just keep them up to date weather you have it back or not.
They could 'Grant' the A-Z once you tell them to refund, but is shouldn't impact your account. If it does then you can try and appeal. But in our exp. recently even if we, as the supplier are waiting on Amazon's customers to send something back, it's our fault we don't refund something till it is in our hands.
