Buyer claims Item not received - Amazon Customer Service keeps sending them back to me to refund
Buyer claims item not received, shipping was purchased through Amazon shipping, tracking says it was delivered. Amazon Customer Service has told customer I must refund them for product not received and will not take responsibility. Of course I can't get a hold of anyone at Amazon who can take responsibility for this and the customer is now mad because Amazon has sent them back to me 3 times, is there anything I can do? The customer I am sure will provide negative feedback even though it is Amazon not taking responsibility as they are supposed to. I can refund the order of course but I thought buying shipping through Amazon was supposed to protect the seller a little bit?
Buyer claims Item not received - Amazon Customer Service keeps sending them back to me to refund
Buyer claims item not received, shipping was purchased through Amazon shipping, tracking says it was delivered. Amazon Customer Service has told customer I must refund them for product not received and will not take responsibility. Of course I can't get a hold of anyone at Amazon who can take responsibility for this and the customer is now mad because Amazon has sent them back to me 3 times, is there anything I can do? The customer I am sure will provide negative feedback even though it is Amazon not taking responsibility as they are supposed to. I can refund the order of course but I thought buying shipping through Amazon was supposed to protect the seller a little bit?
3 replies
Seller_ToPPYvOWlyp9j
If you purchased AMAZON shipping and SHIPPED on TIME(IMPORTANT-double-check shipping info), you must tell the customer to file an A-Z. The buyer must file a claim for AMZ's supposed shipping protection to kick in. Your next message to buyer must encourage them to do this Frankly, am surprised CS haven't taken the initiative to refund your customer after three times. ..
We haven't had an A-Z in over three years and AMZ messaging only goes back for two!! So no-longer have a copy of the excellent template that made the rounds of the old forum to encourage a buyer to file an A-Z! Might try sellers ask sellers where many of the long-term knowledgeable now congregate.
Though I couldn't locate the letter was searching for(you may be luckier-my search skills are poor) , did find the best way to file an appeal!!. Be warned: UNLESS you're very lucky, once the buyer files the A-Z, you'll have to APPEAL because your claim to refund buyer account( and remove a metric hit) will be turned down.
THIS CLAIM MEETS ALL REQUIREMENTS FOR AMAZON FUNDING:
This is an INR claim which meets Amazon’s policies for paying the customer refund. The refund was deducted from my account in error. Please reverse the refund of $XX.XX taken from my account and remove the defect from my metrics.
HISTORY:
Purchased through Amazon Buy Shipping under USPS tracking number (XXXXXXXXXXXXXXXXXXXXXX).
Customer purchased product on XXXXXXXXXXXXXXXXXX.
We shipped product on XXXXXXXXXXXXXX.
Ship by date for order was XXXXXXXXXXXXXXX.
USPS indicates product is still in transit as of the end of EDD window.
AMAZON INR POLICY STATES:
A-to-z Guarantee claims: If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Link: https://sellercentral.amazon.com/gp/help/G200202220
CONCLUSION:
USPS tracking clearly states package was in transit on the date the INR claim was made.
Item was shipped on time with a physical scan by the ship by date.
Amazon incorrectly refunded from my account. I followed Amazon’s INR Policy and expect Amazon to do the same.
Please reimburse my account the amount of $XX.XX.
Seller_nRFmxiQg4EGrw
You keep getting these messages because Customer Service does nothing more than to relay to you what the customer has told them.
The customer needs to file A-Z. That will get their refund. Unless, of course, they are a serial scammer, in which case they know that filing too many A-Z claims will result in Amazon kicking them off the platform, so they resort to harassing 3P sellers through CS.
Hold tight; tell them to file A-Z. If they complain again, repeat the same message.
This is, of course, assuming that you shipped on time.
