Replacement sent and Amazon refunded customer for A-z
A customer placed an order which they received.
They said that the item was defective and requested a replacement.
We sent the replacement and it was received.
The customer returned the first order and then filed an A-z claim for refund. Amazon granted the refund at our expense and gave us an order defect. I appealed and the appeal was declined
I opened case ID 17353410281. They told me to file a SAFE-T claim. I filed the SAFE-T claim which was denied because an A-z claim was filed.
Now what? I out my item, the money and I have a defect.
Replacement sent and Amazon refunded customer for A-z
A customer placed an order which they received.
They said that the item was defective and requested a replacement.
We sent the replacement and it was received.
The customer returned the first order and then filed an A-z claim for refund. Amazon granted the refund at our expense and gave us an order defect. I appealed and the appeal was declined
I opened case ID 17353410281. They told me to file a SAFE-T claim. I filed the SAFE-T claim which was denied because an A-z claim was filed.
Now what? I out my item, the money and I have a defect.
0 replies
Seller_OvL8C4BJWiuS9
Did the buyer specifically request the replacement through Amazon (their account), or did they just ask you through messages?
Seller_0xdtD36hDLHBC
@Xander_Amazon
I've seen you respond to similar cases. Can you please check this out?
My original case is unable to open.
New Case ID: 17452291771 in the "stupid" state of transferred. Please check this out and let me know what (if anything) is being done.
Seller_24FzucbyGtgZS
Arbitration is your only avenue for relief.
Seller_Sram36TnVt73c
Instead of opening a case or filing a safe-T claim, you need to appeal the A to Z claim.
Seller_R2dP7Hunjcdj0
A customer placed an order which they received.
They said that the item was defective and requested a replacement.
At that point, you SHOULD have instructed the Buyer to "Request a Replacement" at the time that the initiate the Return of the (supposedly) defective first item.
If they did so, then Amazon would have generated a "Replacement Order" in your orders to fulfill.
When a Return is initiated, Amazon offers the Buyer options on how they wish to resolve the problem. These include offering a Replacement instead of a Refund. A Replacement may be offered if the item is still In-Stock with the original Seller, and IF the Buyer chooses a Replacement.
It is up to the Buyer, not the Seller.
Instead, you did the exact WRONG procedure:
They said that the item was defective and requested a replacement.
We sent the replacement and it was received.
And THERE was where you made your fatal error...
By sending the Replacement without receiving an actual "Replacement Order" through Amazon, Amazon has NO evidence of the replacement being shipped or received. You performed the operation outside of Amazon.
As for being told to file a Safe-T Claim, whoever told you that was flat-out wrong. A Seller uses a Safe-T Claim if the item is "Returned in materially different condition than as originally shipped".
In the future, NEVER, EVER ship a "Replacement" unless you receive an official "Replacement Order" on Amazon.
Now you know what you did wrong, and how to avoid repeating this mistake in the future.
Good Luck!
