Customer return damaged in transit, returned to sender (the customer)
Customer purchased an item, and didn't like it. They opened a return which was auto-authorized, and a paid shipping label was provided by Amazon. The return never arrived and no refund was issued to customer as a result. (We don't monitor return shipping labels, Amazon is supposed to auto-refund at first scan anyway). Edit: to clarify, apparently the return was packed poorly by the customer as it was damaged in transit. Customer opened an A to Z due to lack of refund. Amazon awarded this to the customer, dinged our metrics, and took the funds from us. We tried to open a claim for the missing parcel but can't do so as we are not the shipper. So, now the buyer has her money back, AND anything UPS cares to pay out. We are out the product, and our funds.
I appealed the A to Z on this basis and the claim was overturned, and funds were restored. Good news right? You'd think so, and for a few days, we thought that would be the end of things. No such luck. The claim has been reversed yet again, so we are again shorted on the product and funds, with no recourse to file a damage in transit claim. The only good thing remaining is our metrics have been exempted.
The A to Z claim has already been appealed so there is no option left to re-appeal the overturn of the overturn, and we're stuck eating the loss of the funds as well as the loss of the product. I opened a ticket, but fully expect TPTB to decline and state I have to appeal the A to Z, which is not possible to do any longer.
Can any mod advise what I can do, or escalate my ticket? 14791695621
@SEAmod@Charly_Amazon@KJ_Amazon
Customer return damaged in transit, returned to sender (the customer)
Customer purchased an item, and didn't like it. They opened a return which was auto-authorized, and a paid shipping label was provided by Amazon. The return never arrived and no refund was issued to customer as a result. (We don't monitor return shipping labels, Amazon is supposed to auto-refund at first scan anyway). Edit: to clarify, apparently the return was packed poorly by the customer as it was damaged in transit. Customer opened an A to Z due to lack of refund. Amazon awarded this to the customer, dinged our metrics, and took the funds from us. We tried to open a claim for the missing parcel but can't do so as we are not the shipper. So, now the buyer has her money back, AND anything UPS cares to pay out. We are out the product, and our funds.
I appealed the A to Z on this basis and the claim was overturned, and funds were restored. Good news right? You'd think so, and for a few days, we thought that would be the end of things. No such luck. The claim has been reversed yet again, so we are again shorted on the product and funds, with no recourse to file a damage in transit claim. The only good thing remaining is our metrics have been exempted.
The A to Z claim has already been appealed so there is no option left to re-appeal the overturn of the overturn, and we're stuck eating the loss of the funds as well as the loss of the product. I opened a ticket, but fully expect TPTB to decline and state I have to appeal the A to Z, which is not possible to do any longer.
Can any mod advise what I can do, or escalate my ticket? 14791695621
@SEAmod@Charly_Amazon@KJ_Amazon
Tatiana_Amazon
Hello again, @Seller_8ESHZD3bXlVUv! I confirmed with the claims team that a credit was issued on February 17, 2024. The recommended following the instructions below for viewing the credit:
- Navigate to the Payments page:
- Click the Transactions View tab
- From the Transaction Type drop-down menu, select Other
- Select a date range of one week from February 17, 2024 and you will be able to view your credit for the amount mentioned in the credit confirmation message that was sent
Let me know if you're still having issues.
Tatiana
13 replies
Tatiana_Amazon
Hi @Seller_8ESHZD3bXlVUv,
Tatiana from Amazon here. I've reviewed both the case provided and the original claim details. The claim was not fully reversed as it is not impacting your ODR, but the funding is currently sitting with you in this case as contractually the seller is the shipper of record and is responsible for any damage to packages during shipping.
However, I am going to escalate the appeal regardless. Please note thought that I cannot guarantee a change in resolution.
Tatiana
Tatiana_Amazon
Hello again, @Seller_8ESHZD3bXlVUv! Popping in to share some great news, our escalation was successful and the amount of the original claim will be debited to your account. Furthermore, the impact to your ODR will also be removed. Please note, it may take 48 hours to reflect this change.
Let me know if you have any other questions!
Tatiana
Seller_8ESHZD3bXlVUv
thank you Tatiana, I really appreciate your assistance and followup. To date I've only recieved a notice we will be debited, not credited, but will keep an eye on my statements.
Tatiana_Amazon
I apologize, @Seller_8ESHZD3bXlVUv, I mistyped above. You will be credited for the claim amount, not debited :)
You may not receive an additional communication from the claims team about this since the credit is the result of our escalation, but please check back in with me next week if you have still not seen the amount credited to your account.
Seller_8ESHZD3bXlVUv
Hi @Tatiana_Amazon, just looked over our statement and cannot find any credit in the appropriate/expected amount. The claim amount is $97.15 which includes taxes, and the product value is $89.95. We understand taxes will not be credited to us, but so far, neither has the product value. We do see line items for the A to Z refund issued to the customer, as well as the area where we are billed for shipping both to the customer as well as from the customer, but no credit back to date for the product value. Can you please check?
Seller_8ESHZD3bXlVUv
@SEAmod @Charly_Amazon @KJ_Amazon @Tatiana_Amazon
Can anyone update me please? Last statement and this one shows no credit. The strike on my metrics was removed, but we have not been reimbursed. If I need to escalate another way, please kindly direct me on how to do so.
Tatiana_Amazon
Hi @Seller_8ESHZD3bXlVUv,
I'll check in with the claim escalations team to see where/when this credit will show up.
Tatiana
Tatiana_Amazon
Hello again, @Seller_8ESHZD3bXlVUv! I confirmed with the claims team that a credit was issued on February 17, 2024. The recommended following the instructions below for viewing the credit:
- Navigate to the Payments page:
- Click the Transactions View tab
- From the Transaction Type drop-down menu, select Other
- Select a date range of one week from February 17, 2024 and you will be able to view your credit for the amount mentioned in the credit confirmation message that was sent
Let me know if you're still having issues.
Tatiana
Seller_8ESHZD3bXlVUv
Hi @Tatiana_Amazon
Thank you for the steps. I also got an email stating the same and was able to locate this credit. Why is the amount of credit less than the product price? Fees were taken out for the sale, and for the A to Z refund issued, and now an extra amount was taken because the full purchase price was not credited back. Am I missing something?
I have 4 line items for this order, plus this "other" line item with a smaller credit than expected. They are:
- payment for the item sold (payable to us, and amazon fees applied)
- Buy-Shipping label (deducted from us)
- Refund applied to the customer (deducted from us, and Amazon processing fees applied)
- prepaid return label cost (deducted from us)
- The "other" credit (almost, but not quite, the product price)
Tatiana_Amazon
Great question, @Seller_8ESHZD3bXlVUv. A-to-Z reimbursements do not reimburse the original Amazon referral fee (for this order it was $10.79).
Seller_8ESHZD3bXlVUv
Thank you @Tatiana_Amazon I understand that the original referral fee will not be refunded, but here's the numbers I'm seeing, which don't make sense.
- payment for the item sold (payable to us, and amazon fees applied) This sold for 89.95, we were paid $79.16 so the Amazon referral fee was taken.
- Buy-Shipping label (deducted from us)
- Refund applied to the customer (deducted from us, and Amazon processing fees applied) We were billed 81.32 which includes the refund administration fee of $2.16 and already takes into account the original Amazon referral fee.
- prepaid return label cost (deducted from us)
- The "other" credit (almost, but not quite, the product price) this was 86.36.
Because we already paid the Amazon referral fee and the refund administration fee as part of line items 1 and 3 defined above, shouldn't we be getting the full $89.95 back? Sure, it's only a couple dollars, and if it's just looking weird to me because I don't understand this math, please correct me and help me to understand it.
Seller_8ESHZD3bXlVUv
Update - I figured it out. The "Other" credit was the amount we were billed (item 3) plus the return label costs (item 4). Everything clicks now.
Tatiana_Amazon
Looking at the transaction view can certainly be a bit tricky sometimes, @Seller_8ESHZD3bXlVUv. I'm glad to hear everything is clicking now! Don't hesitate to reach out again if you need any other help.
