Customer won A-Z claim a brand new phone which was returned used, damaged and missing parts.
Customer won A-Z claim on returning a brand new phone which was now used, damaged and have missing parts.
The customer request a return on a brand new Samsung s24 Ultra with the reason “no longer needed”. What was returned to us was used, damaged and missing parts.
To avoid any issues, we took the loss and issued a partial refund with the max 50% restocking fee as per Amazon Guidelines for charging restocking fees.
They opened an A-to-Z claim with the reason “Different from what I ordered”. Despite having images of the return and following Amazon policy, the customer was granted the full refund.
My ODR rate is impacted now as well.
I’ve appealed, but not hopeful this will be properly resolved. Any help or escalations on order 701-4503477-6071404 would be appreciated
Customer won A-Z claim a brand new phone which was returned used, damaged and missing parts.
Customer won A-Z claim on returning a brand new phone which was now used, damaged and have missing parts.
The customer request a return on a brand new Samsung s24 Ultra with the reason “no longer needed”. What was returned to us was used, damaged and missing parts.
To avoid any issues, we took the loss and issued a partial refund with the max 50% restocking fee as per Amazon Guidelines for charging restocking fees.
They opened an A-to-Z claim with the reason “Different from what I ordered”. Despite having images of the return and following Amazon policy, the customer was granted the full refund.
My ODR rate is impacted now as well.
I’ve appealed, but not hopeful this will be properly resolved. Any help or escalations on order 701-4503477-6071404 would be appreciated
0 replies
Seller_7LrAV0m5llaI7
I am currently dealing with the exact same issue.
Customer returned an item with missing, damaged, and used parts and parts that were materially different than we sent the customer.
We provided the 50% restocking fee refund and then Amazon provided another 100% refund. We uploaded all the proof to the correct emails and appeal and amazon neither decided the appeal in our favor or customers, just sent an reply that says "Thank you for providing a refund", however we are still out both refunds. The customer may have gotten a 150% refund because i'm not sure if Amazon A to Z took into account the 50% restocking fee refund provided by the claim.
Order id 702-6361600-2337826
Seller_y7W9ccUlauftE
If you have the serial number(s) for the original product, look into having it registered as stolen.
Ricardo_Amazon
Hello @Seller_7Elp9SR30hBXJ,
Ricardo from Amazon here.
I've sent this information to our A-to-Z escalations team for further review. Once I hear back from them I will be letting you know.
Ricardo_Amazon
Hello @Seller_7Elp9SR30hBXJ,
I would like to inform you our Escalations team has reversed the A-to-Z claim decision.
Feel free to check your account.
