Amazon Refunds Buyer Directly After A-to-Z Claim When Buyer Doesn't Return Package
Dear Amazon Team.
Hello, In response to the A-to-Z claim for order 701-0210694-8300237, I make the following complaint content.
Amount of merchandise: CAD 101.78
Claim Date: July 27, 2024
Tracking number: JY247810U430184743
Carrier: JY Express
Delivery date: 2024-07-15 13:49, was delivered before the delivery date specified by Amazon.
The buyer filed an A-to-Z claim on the grounds that the item size was too small.
The buyer had filed a return request on 2024-07-24, which was not processed in a timely manner as we assumed that Amazon would automatically agree to this return request. Also the item has passed the no-excuse return period, if the buyer wanted to return the item he should have contacted us voluntarily first, but the buyer didn't tell me about it.
I didn't receive the A-to-Z claim until today, and I don't think it should have us bear the fault, the Amazon return policy is automatically approved, the buyer should return the package to us after filing the return request, and only after that we can refund the buyer.
And now the buyer just filed an A-to-Z claim Amazon immediately refunded the buyer which is very unfair.
We not only lost the goods but also the money, only Amazon and the buyer profited.
I hope the Amazon team will re-examine this case seriously and not put us through the injustice.
Even if you want to give the buyer a refund, we agree, but I don't want our store to be affected by any order defect rate.
Thank you.
@Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn
Amazon Refunds Buyer Directly After A-to-Z Claim When Buyer Doesn't Return Package
Dear Amazon Team.
Hello, In response to the A-to-Z claim for order 701-0210694-8300237, I make the following complaint content.
Amount of merchandise: CAD 101.78
Claim Date: July 27, 2024
Tracking number: JY247810U430184743
Carrier: JY Express
Delivery date: 2024-07-15 13:49, was delivered before the delivery date specified by Amazon.
The buyer filed an A-to-Z claim on the grounds that the item size was too small.
The buyer had filed a return request on 2024-07-24, which was not processed in a timely manner as we assumed that Amazon would automatically agree to this return request. Also the item has passed the no-excuse return period, if the buyer wanted to return the item he should have contacted us voluntarily first, but the buyer didn't tell me about it.
I didn't receive the A-to-Z claim until today, and I don't think it should have us bear the fault, the Amazon return policy is automatically approved, the buyer should return the package to us after filing the return request, and only after that we can refund the buyer.
And now the buyer just filed an A-to-Z claim Amazon immediately refunded the buyer which is very unfair.
We not only lost the goods but also the money, only Amazon and the buyer profited.
I hope the Amazon team will re-examine this case seriously and not put us through the injustice.
Even if you want to give the buyer a refund, we agree, but I don't want our store to be affected by any order defect rate.
Thank you.
@Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn
18 replies
Lucre_Amzn
Hello @Seller_ohbhUiYC1foWi
Thank you for reaching Amazon Forums, this is Lucre, I'll be happy to help.
I understand you would like to appeal an A to Z Claim that was approved to the buyer.
I reviewed this claim and the circumstances that led to this claim outcome, I can confirm that this claim isn't eligible for an appeal because although the buyer didn't contact via buyer-seller messaging system, they did submit their return request on July 23rd but you didn't reply within 48 hours.
Please remember that you should manually review your return requests and take action based on that. Here's the help page related to this.
Please make sure to review and get familiar with the A to Z Guarantee Claim policy below to prevent this from happening in the future:
If you have additional questions or concerns, please let me know.
Regards,
Lucre_Amazon
