Customer sent FBM return to Amazon and opened an A to Z claim.
A customer ordered a Samsung Flip 6 from us wich was Fulfilled by Merchant. They had messaged us after the return window closed indicating that they had sent the phone to Amazon by accident (they used a return label for one of thier FBA orders).
Amazon customer service also reached out and stated the same, that the customer accidentally returned the phone to Amazon.
The customer had opened an A to Z claim indicating that the order was not received / package did no arrive.
We had responded to this with the tracking number and proof of delivery with signature.
The customer then provided the return tracking number and Amazon sent us a message stating that because the return tracking number was provided it suggests that we have the return and to issue the refund.
We have responded to this with the details and referenced the messages from the customer and Amazon customer service showing that the customer sent the phone back to Amazon and not us. We have to way of getting our phone back or even knowing if the customer sent the phone at all.
What are our chance of even winning this claim, or will we be out the full amount and the phone?
Even with full evidence and the customer's own words - somehow we are still at risk and the A to Z claim is not closed.
Any advice or help is really appreciated.
This is such a frustrating issue.
If it helps this is for merchant token A1YBE7E9TL0QJT
Thanks
Customer sent FBM return to Amazon and opened an A to Z claim.
A customer ordered a Samsung Flip 6 from us wich was Fulfilled by Merchant. They had messaged us after the return window closed indicating that they had sent the phone to Amazon by accident (they used a return label for one of thier FBA orders).
Amazon customer service also reached out and stated the same, that the customer accidentally returned the phone to Amazon.
The customer had opened an A to Z claim indicating that the order was not received / package did no arrive.
We had responded to this with the tracking number and proof of delivery with signature.
The customer then provided the return tracking number and Amazon sent us a message stating that because the return tracking number was provided it suggests that we have the return and to issue the refund.
We have responded to this with the details and referenced the messages from the customer and Amazon customer service showing that the customer sent the phone back to Amazon and not us. We have to way of getting our phone back or even knowing if the customer sent the phone at all.
What are our chance of even winning this claim, or will we be out the full amount and the phone?
Even with full evidence and the customer's own words - somehow we are still at risk and the A to Z claim is not closed.
Any advice or help is really appreciated.
This is such a frustrating issue.
If it helps this is for merchant token A1YBE7E9TL0QJT
Thanks
0 replies
Seller_dotifYADa0BWY
Advise Amazon that you never received the package plus NEVER signed for any package for the return. Use the same thing they burn FBM sellers with. If they want to fund it then they can...... we have won a claim because the customer never requested signature and we never received the product back.
Seller_Oiwqfqacqs9Uk
I think what really happens here is that you have to receive the item back to issue the refund. If customer sent it to the moon or did whatever to it, it's not your issue. Customer has to return the item to you in proper condition or else no refund.
Seller_xJx7vH6fvZFD9
The tracking link from CP surely must indicate the city or address it is delivered at.
In your appeal, you could simply point out the discrepancy between your return address (as listed on your amazon return or screenshots of the conversations with the customer) and the address/city the customer returned the parcel at.
You should win easily. The customer cannot just send this to another location, it is his responsability to return the parcel to the correct address.
If somehow you lose, you can send a full appeal again with Seller Support and it should become ''financed by Amazon'' even if the customer has been refunded.
Ricardo_Amazon
Hello @Seller_7Elp9SR30hBXJ,
Ricardo from Amazon here.
After reviewing the details for this claim, I see it has been withdrawn.
Thanks for reaching out.
