Abuse of Amazon return policy, but Amazon reps are here just to punish sellers, never to help.
Customer ordered a pair of shoes on December 15 and initiated a return process on December 23. However, the item wasn’t shipped back to me until January 23, an entire month after the return was started. When I received the item on January 28, it was heavily used and clearly violated Amazon’s return policy. On the same day, the customer requested a refund. I informed her that her actions violated Amazon’s policy and consequently denied her refund request. I then reported her for abusing the return policy.Subsequently, she opened an A-Z Claim alleging that the item was different from what she ordered. I provided Amazon with a detailed explanation of the situation, but my response was rejected. As a result, Amazon granted her a full refund, which negatively impacted my seller defect metrics.
Is there anyone from Amazon who can help me address this injustice?
Abuse of Amazon return policy, but Amazon reps are here just to punish sellers, never to help.
Customer ordered a pair of shoes on December 15 and initiated a return process on December 23. However, the item wasn’t shipped back to me until January 23, an entire month after the return was started. When I received the item on January 28, it was heavily used and clearly violated Amazon’s return policy. On the same day, the customer requested a refund. I informed her that her actions violated Amazon’s policy and consequently denied her refund request. I then reported her for abusing the return policy.Subsequently, she opened an A-Z Claim alleging that the item was different from what she ordered. I provided Amazon with a detailed explanation of the situation, but my response was rejected. As a result, Amazon granted her a full refund, which negatively impacted my seller defect metrics.
Is there anyone from Amazon who can help me address this injustice?
5 replies
Seller_4zBzdtgCyS9EI
following policy and best practices would help.
1. The customer had until Jan 31st to return the shoes, due to extended holiday returns
2. When you get the return, you take pictures of the product you received back, in and outside of the package. You then message the buyer, attach the pictures, and let them know that sadly the shoes are no longer in new condition and therefore you will not be able to issue a full refund.
3. You follow Amazon policy and issue a 50% refund
4. Customer is unhappy and opens A-Z?
5. You defend the A-Z by explaining in 1 or 2 short sentences that the item was not in new condition when returned AND refer to the pictures you sent the buyer and that you have refunded 50% as per Amazon policy.
Seller_4zBzdtgCyS9EI
Maybe you should spend some time learning policies.....
Josh_Amazon
Hello @Seller_2tqb69vYqC1yM,
This is Josh from Amazon. Thank you for posting in our Forums!
Since your A-to-z Guarantee Claim has been granted in favor of the customer, you have 30 calendar days from the decision date to submit an appeal. This is your opportunity to provide new information for investigation.
To submit your appeal:
- Visit Performance menu and select A-to-z Guarantee Claims
- Look for the Option to Appeal tab and select Appeal decision
- Follow the instructions to upload your documentation supporting your case
- Submit your appeal
Once submitted, Amazon will review your information. If additional details are needed, you'll be contacted via email. Please respond to any information requests within 72 hours.
If your appeal is successful, either the cost of the refund or the impact to your ODR may be reversed. Please allow up to 7 calendar days for any changes to reflect in your account.
For more information about Claims, visit: Appeal an A-to-z Guarantee claim.
If you need additional assistance, please contact Seller Support.
Kind regards,
-Josh
