A to Z Claim Granted for Buyer Who Returned Different Product And Did Not Respond To Emails
A buyer returned a different product, I followed all of Amazon's guidance available on the help page and emailed the buyer 3 times, but he did not respond. (I even opened a case with SS for additional assistance on what to do next, but they provided me with a copy-paste of the Amazon help page...)
I proceeded to use the refund tool to charge a %100 restocking fee (as allowed for returns that's "Materially different")
Right after that, the buyer opened an A-Z claim, and Amazon refunded him in full. I appealed the decision, as nothing had been wrong on my side; it was simply that the buyer didn't respond to any of my emails. So, I charged a restocking fee, no Amazon policy has been violated. However, my appeal was rejected with no explanation.
I would appreciate it if a mod could assist me.
@Manny_Amazon @Tatiana_Amazon @Nikki_Amazon @Quincy_Amazon @Roberto_Amazon
I asked in another thread for advice on how to handle a situation where a customer is not replying to emails after returning a different product, but I did not receive any advice. Amazon's help page offers no assistance for this scenario. However, the refund tool has the option to charge a 100% restocking fee, indicating that this is allowed.
One possibility I can think of is that when charging a 100% restocking fee, it's not being saved/counted in Amazon's backend that the seller processed a refund, even though they pressed the refund button and uploaded images, etc. (if this is the case, I would recommend charging only a 99.99% restock so the 0.01% refund should be recorded).
However, since Amazon has no policy on this, it shouldn't be considered a defect, and Amazon should provide clear guidance on what to do
A to Z Claim Granted for Buyer Who Returned Different Product And Did Not Respond To Emails
A buyer returned a different product, I followed all of Amazon's guidance available on the help page and emailed the buyer 3 times, but he did not respond. (I even opened a case with SS for additional assistance on what to do next, but they provided me with a copy-paste of the Amazon help page...)
I proceeded to use the refund tool to charge a %100 restocking fee (as allowed for returns that's "Materially different")
Right after that, the buyer opened an A-Z claim, and Amazon refunded him in full. I appealed the decision, as nothing had been wrong on my side; it was simply that the buyer didn't respond to any of my emails. So, I charged a restocking fee, no Amazon policy has been violated. However, my appeal was rejected with no explanation.
I would appreciate it if a mod could assist me.
@Manny_Amazon @Tatiana_Amazon @Nikki_Amazon @Quincy_Amazon @Roberto_Amazon
I asked in another thread for advice on how to handle a situation where a customer is not replying to emails after returning a different product, but I did not receive any advice. Amazon's help page offers no assistance for this scenario. However, the refund tool has the option to charge a 100% restocking fee, indicating that this is allowed.
One possibility I can think of is that when charging a 100% restocking fee, it's not being saved/counted in Amazon's backend that the seller processed a refund, even though they pressed the refund button and uploaded images, etc. (if this is the case, I would recommend charging only a 99.99% restock so the 0.01% refund should be recorded).
However, since Amazon has no policy on this, it shouldn't be considered a defect, and Amazon should provide clear guidance on what to do
16 replies
Seller_CW0P5hgbsiqWX
Wrong tactics were used.
1. "...emailed the buyer 3 times,"
Don't know what was said in the emails, but Amazon will surely say 3 was excessive and you were badgering the buyer.
2. "I proceeded to use the refund tool to charge a %100 restocking fee (as allowed for returns that's "Materially different")"
Good, that is what Amazon said to do.
Not sure how the item missed the RFS program. But we do know when the buyer called Amazon Service, and complained to the REP that there was no refund, the rep opened an A-Z claim and refunded the buyer in full. That is the reality of what Amazon really does, Support the buyer at the seller's expense.
3. "I asked in another thread for advice on how to handle a situation where a customer is not replying to emails..."
Amazon's policy is that buyers do not have to respond to anything. That policy is unwritten and unspoken.
4. "One possibility I can think of is that when charging a 100% restocking fee,..."
No, you forgot the number one reason. The buyer had intended to scam you right from the start. Amazon has trained their buyer how to get free stuff, as long as you never try get it from the same seller twice.
5. "However.... Amazon has no policy on this..."
Now you know why.
Seller_AioEgEYTUipkq
We have claims where the customer refuses to return the product at all! In our experience, to add insult to injury, as a reward for being cheated by the customer you can also expect a strike on your ODR.
Seller_wnc1pjYEF5ZqF
I have. Quite a few times now times I've charged modest restocking fees for damaged returns and AtoZ's came in and were auto granted. I had a materially different return that I 50% refunded (sent me their old, broken version of the item) and a claim came in, Amazon funded that one.
Seller_8ESHZD3bXlVUv
This might be the case. It happened to me and I had to escalate to a mod for resolution. Here's my thread (with links to other instances of this happening); https://sellercentral.amazon.com/seller-forums/discussions/t/c82f9c34-49fc-4100-8aa6-5846a97a6186
Tagging the mod who helped me, maybe she can help you too. If you have a case you opened with seller support, please provide the case number. If you haven't done so yet, please open one and come back with the case number.
@SEAmod
Seller_S7ZiwDt4ixuPp
I would generally recommend a 99% restocking fee in this scenario otherwise Amazon may auto refund because their systems see no refund processed when you do 100%.
Seller_MeNjiBPtSZPht
The buyer got the decision because it is policy
Once the item has been returned, the buyer MUST be refunded
If you choose to keep a restock fee, you still MUST refund them. Choosing to keep 100% restock fee is NOT a refund and therefore you lost on policy that you MUST refund within the time period of receiving the return.
Honestly I don't see any policy that says you can take 100% restocking fee, please link me (even if it is materially different)
If you want to win 100% of the time then you should take 50% restock (as this is how the policy is written and how the guy in India will read it), its better than nothing and you win.
If you want to "spar" with account reps at Amazon then try 99% restock fee and see how often it works, I think all of this depends on what your time is worth
Seller_tcwwJM3S0wBFE
When you emailed the customer, did you send pictures of what you received next to the packing slip with the person's name? The Atoz people look at these messages when making their decision and if you provide good evidence, you have more chances to win the case.
Seller_EktzaMsxp4zIJ
As part of your A-to-Z claim appeal, you need to take photos of the returned item and show the difference compared to your product. Make it clear as possible, even though you know your product backwards and forwards, the rep reviewing your case will likely put in very little effort to see differences especially if the returned item is similar. I add text and circle details that differentiate my product from the returned product. I have had pretty much a 100% success rate in appealing claims when a different item was returned.
The photos you make will need to be sent as a message to the customer. There is currently no option to upload images directly to the claim. When you make your appeals, state that you have provided photos supporting your case in messages to the customer.
Seller_1oT4ZOwrSByEE
Max restocking fee is 50% bud
buyer will get it back anyway
too much information is missing from your post for anything helpful to be posted here.
