Amazon Refunded Customer on A-Z Claim
Amazon refunded customer even though they closed the claim in our favor as the customer didn't respond to them for the information they were requested.
What to do? I'm unable to appeal anything on the refund or in the A-Z claim.
Order ID: 111-4102104-0939443
Amazon Refunded Customer on A-Z Claim
Amazon refunded customer even though they closed the claim in our favor as the customer didn't respond to them for the information they were requested.
What to do? I'm unable to appeal anything on the refund or in the A-Z claim.
Order ID: 111-4102104-0939443
4 replies
Seller_Sram36TnVt73c
What was the buyer's reason for the A to Z claim?
Your best bet is to open a Seller Support ticket to get resolution if you can't appeal.
Just make sure you are looking at the response correctly and that Amazon didn't fund it on your behalf.
Seller_rGcQW1yb6ZWbC
Did Amazon refund the buyer using their funds? Or yours? Usually you cannot appeal an Amazon-funded claim. If Amazon funded the claim and did not hold you responsible, it will not hurt your metrics. In this case, there is nothing to do.
Josh_Amazon
Hello @Seller_VNjl0a7IeaFC0,
I understand your concern about the refund despite the claim being closed in your favor. The first step is to submit an appeal for the A-to-z claim within 30 calendar days of the decision.
To submit an appeal, go to Performance > A-to-z Guarantee Claims > Option to Appeal tab, and select 'Appeal decision' for Order ID 111-4102104-0939443. Follow the instructions to provide your documentation and reason for appeal.
For detailed information about the appeals process, please visit: Appeal an A-to-z Guarantee claim.
If you need additional assistance, please contact Seller Support.
Kind regards,
-Josh
