Amazon refunded a order even buyer closed A to Z claim and confirmed returned the wrong item to seller?!
Hi everyone,
I'm so confused by Amazon's system right now.
A buyer returned a wrong item(not belong to us), after we messaged him, he opened a A to Z claim on Nov 14th.
We provided all the evidences by messages, the next day he closed the A to Z claim and messaged us confirmed he returned the wrong item.
Today, Nov 21st, we received a email said the order has been refunded!
And Amazon refused to open a SAFE-T claim because "Orders with an A-to-z claim are not eligible to file claim".
Then we have to respond to Amazon under the A to Z claim.
Guess what we got?
"We have closed an A-to-z Guarantee claim of $401.25 on order XXXXXXXXXX because you issued a refund to the customer. No further action is required from you at this time but we have counted the claim against your Order Defect Rate."
We did not issue the refund and the A to Z claim was closed by the buyer on Nov 15th!
If we issued the refund, the refund confirmation email we received will have "Issuer of refund: Seller".
But the refund confirmation email we got for this order has nothing. Clearly Amazon refunded the order.
Any suggestion what can we do to get Amazon reimburse our account?
Thank you
Amazon refunded a order even buyer closed A to Z claim and confirmed returned the wrong item to seller?!
Hi everyone,
I'm so confused by Amazon's system right now.
A buyer returned a wrong item(not belong to us), after we messaged him, he opened a A to Z claim on Nov 14th.
We provided all the evidences by messages, the next day he closed the A to Z claim and messaged us confirmed he returned the wrong item.
Today, Nov 21st, we received a email said the order has been refunded!
And Amazon refused to open a SAFE-T claim because "Orders with an A-to-z claim are not eligible to file claim".
Then we have to respond to Amazon under the A to Z claim.
Guess what we got?
"We have closed an A-to-z Guarantee claim of $401.25 on order XXXXXXXXXX because you issued a refund to the customer. No further action is required from you at this time but we have counted the claim against your Order Defect Rate."
We did not issue the refund and the A to Z claim was closed by the buyer on Nov 15th!
If we issued the refund, the refund confirmation email we received will have "Issuer of refund: Seller".
But the refund confirmation email we got for this order has nothing. Clearly Amazon refunded the order.
Any suggestion what can we do to get Amazon reimburse our account?
Thank you
6 replies
Seller_CW0P5hgbsiqWX
What happened is a little slip thru the cracks in Amazon returns that the scamming buys utilize. Is there any record of the buyer making a call to Amazon Customer Service?
Your problem started when you messaged the buyer. this should never be done because the buyer can use it against you. Most likely your buyer called Customer Support and said you called them a liar making a false claim about them. Customer Service simply refunded the buyer from your account, labeling it a A-Z claim. The case is closed with no chance of any appeal.
Seller_adTxaa79QM905
@Glenn_Amazon@KJ_Amazon @Ricardo_Amazon
can you take a look into this? Thank you
Quincy_Amazon
Hello @Seller_adTxaa79QM905
Thank you for posting your inquiry to the Forums.
Do you mind providing the SAFE-T Claim ID for the order in this thread? I'd like to get another set of eyes on the case for review.
Looking forward to your reply.
Regards,
Quincy_Amazon
