Amazon issued a refund for item not returned.
Customer orders a $620 item from us, then requested a return because they "didn't like it"
We did not see the return request immediately, we get hundreds of emails per day.
Following day we got an email from Amazon A-Z that customer filed a claim and a refund is being issued.
Amazon did not ask the customer to return the product , just gave them a refund.
Our return policy clearly states 30 days return for defective or unopened item with prior RMA approval but I guess Amazon doesn't care about our policy.
Having said that, we are willing to take the product back from the customer, we sent them pre-paid waybill to return the item back to us.
However, because Amazon decided to give a refund first, the customer doesn't care and has not returned anything back to us.
Giving customers refunds before they return the product encourages theft and dishonest buying practices.
We are a business , Amazon is a business, we are business partners, this is not how you treat your business partners.
We need Amazon to contact the customer to return the product and tell them if it's not returned their refund will be cancelled.
We have never heard of a business on this planet that issues refunds before having the product returned.
As an Amazon customer, whenever we had to return anything , we never got a refund before physically returning the product and we expect the same from Amazon as a business partner. We need this resolved immediately.
Amazon issued a refund for item not returned.
Customer orders a $620 item from us, then requested a return because they "didn't like it"
We did not see the return request immediately, we get hundreds of emails per day.
Following day we got an email from Amazon A-Z that customer filed a claim and a refund is being issued.
Amazon did not ask the customer to return the product , just gave them a refund.
Our return policy clearly states 30 days return for defective or unopened item with prior RMA approval but I guess Amazon doesn't care about our policy.
Having said that, we are willing to take the product back from the customer, we sent them pre-paid waybill to return the item back to us.
However, because Amazon decided to give a refund first, the customer doesn't care and has not returned anything back to us.
Giving customers refunds before they return the product encourages theft and dishonest buying practices.
We are a business , Amazon is a business, we are business partners, this is not how you treat your business partners.
We need Amazon to contact the customer to return the product and tell them if it's not returned their refund will be cancelled.
We have never heard of a business on this planet that issues refunds before having the product returned.
As an Amazon customer, whenever we had to return anything , we never got a refund before physically returning the product and we expect the same from Amazon as a business partner. We need this resolved immediately.
1 reply
Daryl_Amazon
Hi @Seller_GFGMqpluFFVE9,
We understand your frustration regarding the refund issued to the customer without requiring the return of the item first.
In this particular case, the customer exercised their right to request a refund through Amazon's A-to-z Guarantee program, which aims to protect buyers in certain situations, such as not receiving an item or being dissatisfied with the purchase. While we understand your concern about potential misuse, Amazon's decision to issue the refund was likely based on upholding our customer-centric approach.
That being said, we recognize the impact this can have on your business, and we want to work with you to find a resolution. Here are a few steps you can take:
Reach out to Seller Support: Contact Seller Support and explain your situation in detail. They may be able to assist you in recovering the item or resolving the issue with the customer.
We understand your concern about the potential impact on your business, and we aim to strike a balance between protecting customer interests and supporting our valued selling partners.
After you present your appeal request, you can provide me the case ID to further escalate the issue to our A-Z appeals team.
Daryl
