A-To-Z claim while return in transit
How do you guys handle the A-to-Z claims where return is still in transit? Looks like, Amazon allows to make sure that FBM sellers fail and move to FBA LOL
A-To-Z claim while return in transit
How do you guys handle the A-to-Z claims where return is still in transit? Looks like, Amazon allows to make sure that FBM sellers fail and move to FBA LOL
5 replies
Seller_7LrAV0m5llaI7
You appeal and say it's still in transit, and as per Amazon policy, the refund will be processed 24-48 hours once the return is confirmed via tracking number.
Seller_bSnqvAQftSIFB
welcome to selling on Amazon where only the customer matters.....
Seller_xJx7vH6fvZFD9
You explain that you have not received the product yet, and that it is still in transit.
You can also add that when the product is received, you will proceed with reception, product check up and refund without 24 hours.
Following your reply, Amazon usually will request the tracking number to the customer to verify your claims. In most cases, customers won't even reply and AMZ will close the case in your favor.
However, be careful to not refund the customer when the claim is still pending, otherwise it will incorrectly count against your metric. Amazon has an automated system in place that believes you are at fault if you refund the customer during the A-to-Z claim. For Amazon, it is like admitting guilt.
If that happens, write directly as an appeal to the A-to-Z claim the date you have receives the product and that you require them to close the A-to-Z claim in order to refund the customer.
Otherwise, you can refund the customer but you will have to contact Seller Support and appeal the incorrect ''Order defect''
Seller_9YP7YHagiaxYP
So it happened! Customer filed a claim when return was in transit and Amazon counted it against our ODR (for doing the right thing). @Christine_Amazon@Nano_Amazon@Ricardo_Amazon
