AtoZ Scam on return
Hi All,
Looking for some advise on how to handle this one.
I Had a buyer place 4 orders 2 on each order for an expensive item.
All orders were shipped on same day, within 2 weeks he sends a return request for one of the orders stating bought by mistake and it gets auto approved.
a month later he opens a return request for the other 3 orders and once again gets auto authorized for the return.
Last week I get an AtoZ for the first return stating not received. I check the tracking info and it shows no movement from when I first shipped it. But buyer confirmed he received the order by asking to return it stating he bought too many in the return request.
The other 3 orders have not been returned as of yet and this guy is without a doubt trying to scam me.
Amazon granted the case approving the buyer seller funded, $1749 refunded.
I have an option to appeal the case and trying to figure out whats the best approach, can I say that buyer is trying to scam me?
Any advice would be greatly appreciated.
AtoZ Scam on return
Hi All,
Looking for some advise on how to handle this one.
I Had a buyer place 4 orders 2 on each order for an expensive item.
All orders were shipped on same day, within 2 weeks he sends a return request for one of the orders stating bought by mistake and it gets auto approved.
a month later he opens a return request for the other 3 orders and once again gets auto authorized for the return.
Last week I get an AtoZ for the first return stating not received. I check the tracking info and it shows no movement from when I first shipped it. But buyer confirmed he received the order by asking to return it stating he bought too many in the return request.
The other 3 orders have not been returned as of yet and this guy is without a doubt trying to scam me.
Amazon granted the case approving the buyer seller funded, $1749 refunded.
I have an option to appeal the case and trying to figure out whats the best approach, can I say that buyer is trying to scam me?
Any advice would be greatly appreciated.
0 replies
Quincy_Amazon
Hello @Seller_eEyxArRDxNJSZ
Thank you for posting your inquiry to the Forums.
When responding to or appealing an A-Z Claim, you want to ensure that you include all information relevant to the transaction.
- For delivery-related Claims, it is advisable to include dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation (if available), and carrier details.
- For returns related Claims you should include domestic return address, returns shipping details (such as a prepaid return label), and information about why a particular return request was closed (such as why it was rejected) and not authorized.
- Any correspondence between you and the customer that demonstrates your communication with the customer (including if the customer provided an acknowledgement of receipt of the order or indicated satisfaction with the transaction).
I have included some help pages below that provide additional detail on A-Z Claims for your reference:
Amazon’s A-to-z Guarantee claims
How to respond to an A-to-z Guarantee claim
Appeal an A-to-z Guarantee Claim
Regards,
Quincy_Amazon
Seller_ykhbOLKzydMPQ
Opening a return request does not necessarily mean that the customer received an order. I have personally set up return requests before receiving the product. I actually did this recently as I had ordered a belt for my car, but Amazon kept pushing out the expected delivery date. I found the same belt, through another seller with next day delivery, so I placed an order and submitted a cancellation request for the 1st order.
The next day, the 1st order shipped. I immediately submitted a return request as the 2nd order had already arrived.
In this case, it sounds like the customer ordered 8, but only needed 6, so they set one of the orders up for return. However, as one of the orders never arrived, they didn't end up with the 2 extra they expected to return and they cannot return items that were never delivered.
When the customer submitted the A-Z Claim, Amazon was able to look at the tracking and see it never delivered, so the claim was granted instantly. If you used Amazon Buy Shipping, and the carrier scanned the package in by the Ship By date listed on the order, then Amazon should cover the loss. Otherwise, you will need to file a Lost Package Claim with the carrier to be reimbursed.
