Amazon denied my appeal on A to Z Claim. While it was a valid reason.
The claim was raised because I did not respond to the return request within 48 hours, as required by Amazon's policy. I deeply regret this oversight and would like to provide context and steps I have taken to prevent this from happening again. The reason I missed the return request was due to a recent update to my account setup. I created a child account to help manage operations but inadvertently did not grant return authorization access to this child account. As a result, I did not see the return request notification in time. Once I became aware of this, I immediately updated the permissions to ensure that return requests are visible and manageable from the child account. I want to emphasize that I take customer satisfaction very seriously. The customer in question received a refund for the damaged item. While the claim is still impacting on my account after submiting this appeal. Please review again
Amazon denied my appeal on A to Z Claim. While it was a valid reason.
The claim was raised because I did not respond to the return request within 48 hours, as required by Amazon's policy. I deeply regret this oversight and would like to provide context and steps I have taken to prevent this from happening again. The reason I missed the return request was due to a recent update to my account setup. I created a child account to help manage operations but inadvertently did not grant return authorization access to this child account. As a result, I did not see the return request notification in time. Once I became aware of this, I immediately updated the permissions to ensure that return requests are visible and manageable from the child account. I want to emphasize that I take customer satisfaction very seriously. The customer in question received a refund for the damaged item. While the claim is still impacting on my account after submiting this appeal. Please review again
1 reply
Sunnie_Amazon
Hello, @Seller_yAeGuTc0GbexB,
Thank you for reaching out with your concern. This is Sunnie, from Amazon.
To guarantee a consistent shopping service across the Amazon store, we have A-to-z Guarantee Claims, designed to ensure customers receive the product they ordered from our third-party sellers, in perfect condition, and within the agreed timeframe, thus enjoying a uniform service across our entire store.
We understand that misunderstandings or unexpected situations may arise. That's why we allow you the time to gather evidence and present your appeal, and then review each claim individually and fairly, analyzing information from both parties.
You can review the following help pages for more tips about how to avoid and handle A-to-Z Claims:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Regards,
Sunnie
