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Seller_PinVsKaeO9yKd

Customer Returned Old, Used Item and has Filed A-Z

We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.

The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.

Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?

Thanks!

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Tags:A-to-z claims, Refunds, SAFE-T
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Seller_PinVsKaeO9yKd

Customer Returned Old, Used Item and has Filed A-Z

We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.

The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.

Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?

Thanks!

Manage buyer experience
Tags:A-to-z claims, Refunds, SAFE-T
00
59 views
1 reply
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Quincy_Amazon
In reply to: Seller_PinVsKaeO9yKd’s post

Hello @Seller_PinVsKaeO9yKd

Thank you for posting your inquiry to the Forums.

In this case, you want to ensure that you respond to the claim in a timely manner and provide and and all relevant, and compelling information about the transaction. Once the information is received, the team will review and you will be notified of the outcome. If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.

Please note that if you issue a refund, the claim will be closed and it will impact your order defect rate. I have included some help pages below that provide additional detail regarding Amazon's A-Z Claims process for your reference if needed:

Amazon’s A-to-z Guarantee claims

Respond to an A-to-z Guarantee Claim

Appeal an A-to-z Guarantee Claim

Regards,

Quincy_Amazon

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Seller_PinVsKaeO9yKd

Customer Returned Old, Used Item and has Filed A-Z

We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.

The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.

Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?

Thanks!

59 views
1 reply
Manage buyer experience
Tags:A-to-z claims, Refunds, SAFE-T
00
Reply
user profile
Seller_PinVsKaeO9yKd

Customer Returned Old, Used Item and has Filed A-Z

We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.

The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.

Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?

Thanks!

Manage buyer experience
Tags:A-to-z claims, Refunds, SAFE-T
00
59 views
1 reply
Reply
user profile

Customer Returned Old, Used Item and has Filed A-Z

by Seller_PinVsKaeO9yKd

We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.

The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.

Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?

Thanks!

Manage buyer experience
Tags:A-to-z claims, Refunds, SAFE-T
00
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1 reply
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Quincy_Amazon
In reply to: Seller_PinVsKaeO9yKd’s post

Hello @Seller_PinVsKaeO9yKd

Thank you for posting your inquiry to the Forums.

In this case, you want to ensure that you respond to the claim in a timely manner and provide and and all relevant, and compelling information about the transaction. Once the information is received, the team will review and you will be notified of the outcome. If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.

Please note that if you issue a refund, the claim will be closed and it will impact your order defect rate. I have included some help pages below that provide additional detail regarding Amazon's A-Z Claims process for your reference if needed:

Amazon’s A-to-z Guarantee claims

Respond to an A-to-z Guarantee Claim

Appeal an A-to-z Guarantee Claim

Regards,

Quincy_Amazon

00
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user profile
Quincy_Amazon
In reply to: Seller_PinVsKaeO9yKd’s post

Hello @Seller_PinVsKaeO9yKd

Thank you for posting your inquiry to the Forums.

In this case, you want to ensure that you respond to the claim in a timely manner and provide and and all relevant, and compelling information about the transaction. Once the information is received, the team will review and you will be notified of the outcome. If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.

Please note that if you issue a refund, the claim will be closed and it will impact your order defect rate. I have included some help pages below that provide additional detail regarding Amazon's A-Z Claims process for your reference if needed:

Amazon’s A-to-z Guarantee claims

Respond to an A-to-z Guarantee Claim

Appeal an A-to-z Guarantee Claim

Regards,

Quincy_Amazon

00
user profile
Quincy_Amazon
In reply to: Seller_PinVsKaeO9yKd’s post

Hello @Seller_PinVsKaeO9yKd

Thank you for posting your inquiry to the Forums.

In this case, you want to ensure that you respond to the claim in a timely manner and provide and and all relevant, and compelling information about the transaction. Once the information is received, the team will review and you will be notified of the outcome. If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.

Please note that if you issue a refund, the claim will be closed and it will impact your order defect rate. I have included some help pages below that provide additional detail regarding Amazon's A-Z Claims process for your reference if needed:

Amazon’s A-to-z Guarantee claims

Respond to an A-to-z Guarantee Claim

Appeal an A-to-z Guarantee Claim

Regards,

Quincy_Amazon

00
Reply
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