Assistance Needed with A-to-Z Claim - $1,350 Refund Granted Without Return
Dear Amazon Moderators,
I am writing in regard to a recent A-to-Z claim, Order ID: 702-7288435-8140214, where the buyer was given a refund of CAD 1,356.65 on our account, even though he never returned the item.
Here are some key details:
We Fulfilled the Espresso Machine as described, brand new and factory sealed, via CanPar Tracking#: D420352470000055486001. The package was successfully delivered and signed for by the customer, Danielle, on August 27th.
Customer opened a return request on the same day, citing that the item is "too complicated." We approved the return and gave them a Canadian return address following Amazon's return policy.
She then requested a return shipping that we cannot provide, and she stopped responding when we followed up to offer further assistance on the machine.
The buyer never provided us with a return tracking number. The product was never returned. Yet, A-to-Z claim has been reopened and awarded even with no return made.
We have submitted two appeals with an attached return policy for third-party sellers on Amazon, and even pointed out that the customer needs to return the item to get a refund. According to Amazon's policy:
"Amazon will issue a refund within 30 calendar days from receipt of the returned product."
But here, no such return has been received, yet the claim got approved. This all has affected our account's ODR as well.
I would greatly appreciate it if this issue could be reviewed, and the agent should not work for A-to-z claims; the buyer hasn't returned the item and hasn't provided any tracking number for it. We wish Amazon can reimburse for this refund and further assist us in helping me get to the bottom of this.
Thank you for your time to consider this incident. I thank you in advance for any assistance you'll be able to provide to help make this right.
Best regards,
@Ricardo_Amazon@Sunnie_Amazon@Christine_Amazon @Lucre_Amzn
Assistance Needed with A-to-Z Claim - $1,350 Refund Granted Without Return
Dear Amazon Moderators,
I am writing in regard to a recent A-to-Z claim, Order ID: 702-7288435-8140214, where the buyer was given a refund of CAD 1,356.65 on our account, even though he never returned the item.
Here are some key details:
We Fulfilled the Espresso Machine as described, brand new and factory sealed, via CanPar Tracking#: D420352470000055486001. The package was successfully delivered and signed for by the customer, Danielle, on August 27th.
Customer opened a return request on the same day, citing that the item is "too complicated." We approved the return and gave them a Canadian return address following Amazon's return policy.
She then requested a return shipping that we cannot provide, and she stopped responding when we followed up to offer further assistance on the machine.
The buyer never provided us with a return tracking number. The product was never returned. Yet, A-to-Z claim has been reopened and awarded even with no return made.
We have submitted two appeals with an attached return policy for third-party sellers on Amazon, and even pointed out that the customer needs to return the item to get a refund. According to Amazon's policy:
"Amazon will issue a refund within 30 calendar days from receipt of the returned product."
But here, no such return has been received, yet the claim got approved. This all has affected our account's ODR as well.
I would greatly appreciate it if this issue could be reviewed, and the agent should not work for A-to-z claims; the buyer hasn't returned the item and hasn't provided any tracking number for it. We wish Amazon can reimburse for this refund and further assist us in helping me get to the bottom of this.
Thank you for your time to consider this incident. I thank you in advance for any assistance you'll be able to provide to help make this right.
Best regards,
@Ricardo_Amazon@Sunnie_Amazon@Christine_Amazon @Lucre_Amzn
14 replies
Seller_7hGoB5ghJX0Vy
are you a "prime seller" ? We got the same issue with the same kind of product (900$) because we didn't provide return label, customer got refunded. We deactivate " prime seller "
Seller_2k9ll1WgKerX7
File a Police report. Let the customer know that you are filing a police report.
Seller_VXA2aspMqpZ4o
Did you provide the customer with a pre-paid return label? If you did not then the customer will file an A-Z if there is any perceived hassle (justified or not) on their end to send it back.
Although you really should not have to pay for the return since the customer's reason for return was "too complicated" (who can't figure out how to use a coffee maker...duh!), on this platform customers know they can use this horrible A-Z policy to get their way so the easiest thing to at least cover some of your losses would be to eat the cost of the return to avoid the A-Z being opened
Regardless of this you should not have had to refund without the customer having returned the product. Hopefully a moderator will step in here to assist you because good luck getting any help from Seller Support.
Seller_kbFB1R5SpARYB
My advice to you is to try to provide a pre-paid label in such situations and deduct that amount from the buyer in case of return.
Seller_F0vWfrwVpZ8w6
When A-to-z claim was opened, how did you respond? Can you post how you responded to A-to-z?
Larissa_Amazon
Hello @JohnL,
I have initiated an investigation into the A-to-Z claim for Order ID: 702-7288435-8140214. Our team will carefully review the details you provided, including the successful delivery and the customer's refusal to return the item.
Unfortunately, I cannot provide a timeline for the completion of the investigation. While we take this matter seriously, there is no guarantee the outcome will be in your favor, as Amazon's policies must be followed.
I will keep you posted on any updates.
Best regards, Larissa.
Seller_srmyWsf5s92lv
Don't use canpar that is one of the reasons the A to Z claim was granted, For high value items use Canada post signature required (Direct Signature) or Purolator with the same direct signature required (Canada post you can leave the option of having just a pick up card left so when they go pick it up the ID used to identify them is also noted down and registered with canada post) As the item is technically stolen now and you are at a loss you can file a police report provide them with the information of this order and contact your insurance company.
