return problem
The money is refunded to the customer before the return of the product is completed. I don't understand if they are with the customer and defrauding us. Normally, in Amazon policies, a refund is given after the product is returned. They contradict their own words. Are we wrong? Moreover, by opening A to Z, it is considered as a defective order. Be on the side of the sellers a little.
return problem
The money is refunded to the customer before the return of the product is completed. I don't understand if they are with the customer and defrauding us. Normally, in Amazon policies, a refund is given after the product is returned. They contradict their own words. Are we wrong? Moreover, by opening A to Z, it is considered as a defective order. Be on the side of the sellers a little.
4 replies
Sunnie_Amazon
Hello, @Seller_akAOiOJDWsjOF,
Thank you for posting your case on the Forums. This is Sunnie, from Amazon.
I understand you're appealing this A to Z Claim in which the buyer received a refund and affected your account health as well. I understand this is frustrating and how much this impacts your business.
With the Amazon A-to-Z Guarantee, customers enjoy a consistent shopping service across the Amazon store. The A-to-z Guarantee is offered for orders managed directly by you and covers both on-time delivery and the condition of the products once received.
Once an A-to-Z claim has been granted to the buyer, they are not obligated to send the item back, and you have 30 calendar days to submit an appeal, if you disagree with the decision. This is your opportunity to provide new information for the investigation.
To avoid A-to-Z Guarantee Claims, one of the recommendations is to use partnered carriers through the Buy Shipping option. This is a service with which sellers in certain stores can purchase prepaid labels with Amazon tracking and have packages picked up directly at their facilities.
When you ship on time with Amazon's Buy Shipping feature, your account status and the order defect rate of the delivery-related claims granted are not affected.
You can review the following help pages for more tips about how to avoid and handle A-to-Z Claims:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Regards,
Sunnie
