"To avoid these claims in the future, refund the buyer within 72 hours..."
- We just received a return, and 24 hours later provided a 100% refund on the order.
- In between, we received an A-Z claim "where is my refund"
- Despite providing the refund within Amazon Policy, the claim appeal was denied with the advice "To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. ... refund the buyer within 72 hours..."
We refunded within 24 hours, our claim was denied because we should "refund the buyer within 72 hours" ??? When did humans stop reading A-Z appeals, and there is no option to re-appeal and have a human read this?
-- Order number: 701-1860908-5528214
-- Date of claim: August 2, 2024
-- Refund amount: $108.42
"To avoid these claims in the future, refund the buyer within 72 hours..."
- We just received a return, and 24 hours later provided a 100% refund on the order.
- In between, we received an A-Z claim "where is my refund"
- Despite providing the refund within Amazon Policy, the claim appeal was denied with the advice "To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. ... refund the buyer within 72 hours..."
We refunded within 24 hours, our claim was denied because we should "refund the buyer within 72 hours" ??? When did humans stop reading A-Z appeals, and there is no option to re-appeal and have a human read this?
-- Order number: 701-1860908-5528214
-- Date of claim: August 2, 2024
-- Refund amount: $108.42
0 replies
Jurgen_Amazon
Hello @Seller_zKzU6ewFNhNe0,
Thank you for contacting Amazon Forums.
Based on the details you provided, I see the claim is denied because you did not contact the buyer through the Buyer-Seller Messaging. As mentioned in the help page: Process return requests, in the last point Contact buyer it states you should contact the buyer to discuss the issue and work toward a resolution, and I see no communication between you and the buyer, thus, the team in charge of reviewing the appeals has denied yours.
Feel free to let me know if you have questions or doubts.
Jurgen
