A to Z for 701-1425231-2839425 awarded, appeal denied Forum does not help, Case is still on as decision is biased and ruin our motivation
Expensive and low margin itmes, here is the order no
where one Cpap machine delivered was used for 30 hrs ( she accepted in chat too) and returned, I refused for the refund the machine had to be recycled for parts as it can not be reused as it is a medical device. During our chat we told her several time that we can check and repaire the machine as it is under warranty but will not take it back if used.
She complained that machine is making a noise but later we found while testing, that machine was perfect and no noise was coming from it. She made up sound problem just for the sake of return after using it for 30 Hrs. She accepted in chat that she plugged it in but she has used the machine for atleast a week ( 30hrs use means, as it is a sleep machine so five to seven nights)
while accepting return authourization we asked the buyers that if the machine is used, we will not refund you but machine has 2 years of warranty for any problem and we will get it repaired or replaced without any charges. I request to please read the chat attached here at the end.
After getting the machine back we saw it has been used 30 hrs of use and hence we refused the refunds and again wrote that we can ship the machine back and your machine is covered for 2 year of warranty from ResMed.
During all our messaging buyer for 701-1425231-2839425 accepted in chat that it was plugged once or twice we wrote all our points but claim was granted and afterword appeal also gets rejected with all the pictures and photos of use shared with buyer and Amazon team
I never get the reply from the Amazon about that after transfer to different departments and still waiting, Please check our chat and case logs.
Pictures below are for the 30 Hrs use of machine, Picture she sent us of different machine and picture of our machine with maple leaf design.
We added the screenshot of our chat for reference.
Please help us.
Case ID logs
ID 15709878741
Please check the messages too with the buyers for these two order IDs. I am not allowed to put links from Amazon seller central for posting the links for chat with buyers.
A to Z for 701-1425231-2839425 awarded, appeal denied Forum does not help, Case is still on as decision is biased and ruin our motivation
Expensive and low margin itmes, here is the order no
where one Cpap machine delivered was used for 30 hrs ( she accepted in chat too) and returned, I refused for the refund the machine had to be recycled for parts as it can not be reused as it is a medical device. During our chat we told her several time that we can check and repaire the machine as it is under warranty but will not take it back if used.
She complained that machine is making a noise but later we found while testing, that machine was perfect and no noise was coming from it. She made up sound problem just for the sake of return after using it for 30 Hrs. She accepted in chat that she plugged it in but she has used the machine for atleast a week ( 30hrs use means, as it is a sleep machine so five to seven nights)
while accepting return authourization we asked the buyers that if the machine is used, we will not refund you but machine has 2 years of warranty for any problem and we will get it repaired or replaced without any charges. I request to please read the chat attached here at the end.
After getting the machine back we saw it has been used 30 hrs of use and hence we refused the refunds and again wrote that we can ship the machine back and your machine is covered for 2 year of warranty from ResMed.
During all our messaging buyer for 701-1425231-2839425 accepted in chat that it was plugged once or twice we wrote all our points but claim was granted and afterword appeal also gets rejected with all the pictures and photos of use shared with buyer and Amazon team
I never get the reply from the Amazon about that after transfer to different departments and still waiting, Please check our chat and case logs.
Pictures below are for the 30 Hrs use of machine, Picture she sent us of different machine and picture of our machine with maple leaf design.
We added the screenshot of our chat for reference.
Please help us.
Case ID logs
ID 15709878741
Please check the messages too with the buyers for these two order IDs. I am not allowed to put links from Amazon seller central for posting the links for chat with buyers.
5 replies
Nano_Amazon
Hello @Seller_ds3MPpd6KBwvs
Thank you for contacting us regarding the A-to-z Guarantee Claim you wish to dispute. It's important for you to understand that normally, sellers have a 30-calendar-day window to submit an appeal after an A-to-z Guarantee Claim has been granted in favor of the customer. In your specific case, you are attempting to dispute a case that is 4 months old. Unfortunately, this significantly exceeds the established appeal timeframe.
While we cannot reopen or reconsider this specific case, we suggest that in the future, you stay vigilant for claim notifications and act within the 30-day window if you wish to appeal. You can use this experience to improve your internal processes and ensure you respond promptly to future claims or disputes.
Please refer to the Appeal an A-to-z Guarantee claim help page for further information.
If you have any questions about handling future claims or how to improve customer satisfaction to avoid claims, we would be happy to assist you.
Best,
Nano
