AZ Claims are being used to refund customer without return of the product
Order ID : 701-4053444-3571416 , Customer is found the product too heavy for them to lift even though it's clearly stated in the listing how heavy the product is. Customer wants to return the item but does not want to cover shipping charges. Customer leaves a one star review asking for a pick up arranged for the product; there is no such process or promise in the sales contract that tells customer free returns or free pick arranged. Customer calls customer service; customer service opens up an AZ and immediately refunds the customer from the AZ record opened . AZ Record : "Customer comments: Is anything missing? No. Do you want to return the item? Yes. Is anything broken? No. Could you provide more details? The item doesn't meet my expectations. Please describe the problem Style or fit isn't right. Reason Code: MATERIALLY_DIFFERENT" . The item is not materially different nor different weight. AZ is granted with ODR marked as YES. Besides fulfilling the exact same product listed on the listing and delivering on time what else the seller is supposed to do ? why is the ODR is being marked as YES when there is no fault on service nor on the product. No the order is refunded , the product worth CAD 975 left at the customer. What should be done so our merchandise is not being wasted and how can we get this ODR corrected ?
AZ Claims are being used to refund customer without return of the product
Order ID : 701-4053444-3571416 , Customer is found the product too heavy for them to lift even though it's clearly stated in the listing how heavy the product is. Customer wants to return the item but does not want to cover shipping charges. Customer leaves a one star review asking for a pick up arranged for the product; there is no such process or promise in the sales contract that tells customer free returns or free pick arranged. Customer calls customer service; customer service opens up an AZ and immediately refunds the customer from the AZ record opened . AZ Record : "Customer comments: Is anything missing? No. Do you want to return the item? Yes. Is anything broken? No. Could you provide more details? The item doesn't meet my expectations. Please describe the problem Style or fit isn't right. Reason Code: MATERIALLY_DIFFERENT" . The item is not materially different nor different weight. AZ is granted with ODR marked as YES. Besides fulfilling the exact same product listed on the listing and delivering on time what else the seller is supposed to do ? why is the ODR is being marked as YES when there is no fault on service nor on the product. No the order is refunded , the product worth CAD 975 left at the customer. What should be done so our merchandise is not being wasted and how can we get this ODR corrected ?
10 replies
Seller_VnwICARmIz18F
SAME thing just happened to me. Customer just wanted to return part of her order. Opened a return request and 3 minutes later opened an AZ claim. (only a partial return on multiple items of the same thing). I provide supporting documents and IMMEDIATELY after I submit the claim is awarded to the customer! She keeps everything and its counted against me. Once buyers figure out this loophole it's going to be a serious mess. But hey, Amazon still gets their fees on these sales so I don't imagine it matters much to them!
Seller_GkKbF3gp15LrN
@Ricardo_Amazon
@Daryl_Amazon
@Lucre_Amzn
@Jurgen_Amazon
Any feedback to this issue ? How cna we get our merchandise back and resolve this AZ loophole ?
Seller_I243tlANJDFaQ
When you asked A to Z to review their decision and explained all the customer had to do was return the product for a full refund and that the A to Z claim should not have been approved. What was their response?
Seller_WaDL9B5GHUWAl
similar happened to me on a much smaller value scale soooooo frustrating that they are allowed to commit fraud and Amazon helps them!
Seller_ts5m5cob9WYF3
Just a small chunk that might help.
Make sure in these situations, you always report the customer. Especially the message chain from the customer before they submitted their A-Z. Make sure to report the message in the buyer message window. As well, go to your account health page, top left corner, select report abuse. Make sure to have your order number to report this buyer, as this will trigger a system to tie all three together. Without this, it is three teams not talking to each other. We have found it can help in showing the threats and abuse from a customer.
Seller_OEXTZlrEJxOck
Amazon supports fraudulent buyers. They Always have. This has been a huge issue forever, and nothing is ever done, in fact it gets worse. I expect Amazon to continue to protect criminals so long as they use the platform.
Seller_6IOlNSn0qQR2E
Recently i have a claim for order not received (A2Z)
i was having all proof of delivery even picture of customer house and after submitting these docs to amazon for appeal it got denied stating i have not provided carrier information and customer got refund and my defect rate got increased
