$1,800 Claim granted while out for delivery for DNR, and delivered within hours with signature
Hey guys,
@Jurgen_Amazon@Ricardo_Amazon@Sunnie_Amazon@Lucre_Amzn@Christine_Amazon
Please see Order ID 701-4027791-5853866, Case ID 16928680131
The customer filed a claim for DNR while it was out for delivery, and was granted while on the delivery truck. It was delivered within 12 hours or so, and signed for by the customer.
I called the customer, who was very friendly and confirmed he received the item, and would like to keep it, and has no problem being re-debited for it, however A-to-z team simply closed my appeal without even responding to it.
I need help to either re-debit the customer (can contact him for permission, as he confirmed he's ok with that), or simply Amazon-fund it, as it was out for delivery and should have not prematurely grant it without giving the delivery driver the opportunity to deliver this very expensive package.
Again I'm resorting to the forums as A-to-z team is useless and seems to just want to cause harm to sellers rather than be fair, making it much more complicated that we have to either have Amazon support us or leaving us with small claims court which hurts both us and the customer for no reason. Would greatly appreciate also if they would kindly remove the ODR with it.
Please help urgently, while it's still fresh as the longer time goes by, the less likely the customer is to honor his word to re-pay for it.
Thank you.
$1,800 Claim granted while out for delivery for DNR, and delivered within hours with signature
Hey guys,
@Jurgen_Amazon@Ricardo_Amazon@Sunnie_Amazon@Lucre_Amzn@Christine_Amazon
Please see Order ID 701-4027791-5853866, Case ID 16928680131
The customer filed a claim for DNR while it was out for delivery, and was granted while on the delivery truck. It was delivered within 12 hours or so, and signed for by the customer.
I called the customer, who was very friendly and confirmed he received the item, and would like to keep it, and has no problem being re-debited for it, however A-to-z team simply closed my appeal without even responding to it.
I need help to either re-debit the customer (can contact him for permission, as he confirmed he's ok with that), or simply Amazon-fund it, as it was out for delivery and should have not prematurely grant it without giving the delivery driver the opportunity to deliver this very expensive package.
Again I'm resorting to the forums as A-to-z team is useless and seems to just want to cause harm to sellers rather than be fair, making it much more complicated that we have to either have Amazon support us or leaving us with small claims court which hurts both us and the customer for no reason. Would greatly appreciate also if they would kindly remove the ODR with it.
Please help urgently, while it's still fresh as the longer time goes by, the less likely the customer is to honor his word to re-pay for it.
Thank you.
0 replies
Seller_BCsJXNkuO7q9e
The buyer can request to be retro-charged directly from their Order Details page. They can advise Amazon that a refund is no longer required.
Once they do that, claim status should change to withdrawn and Amazon will usually refund you within a few days.
This is not a fool-proof process as Amazon bots have been known to change the status back without the buyer’s involvement.
If tracking actually shows delivered, I’d say you have a 75% chance of it working. Key is buyer willingness.
ODR hit will also be removed.
Seller_jJMWSiU3JcZpY
Many things are happening making Amazon environment.
Seller_Xwd4QGf8grUpo
We sent these instructions to the buyer and it worked:
Reverse an A-to-z Guarantee Refund
To reverse the refund:
Go to Your Orders.
Locate the order.
Select Problem with order.
Select Reverse refund.
Enter your comments in the text box.
Select Submit.
Seller_iDMODRJVedjiw
I hope this message finds you well. I am reaching out regarding Order ID 701-4027791-5853866 and Case ID 16928680131, where a “Did Not Receive” (DNR) claim was prematurely granted while the package was still out for delivery.
The package was successfully delivered within approximately 12 hours of the claim being filed, and the customer has confirmed that they received the item. I have spoken directly with the customer, and they have expressed their willingness to keep the item and be recharged for it. Despite this, my appeal to the A-to-z team was closed without a response or resolution.
To ensure fairness and restore trust in the system, I kindly request the following:
1. Re-debit the Customer: As the customer has confirmed their willingness to pay for the item, you may contact them for permission, or I can provide their confirmation if needed.
2. Amazon-Fund the Claim: If re-debiting the customer is not an option, I kindly request Amazon to reimburse the cost of this high-value item, as the claim was granted prematurely before the driver had a chance to deliver.
3. Remove the ODR: The Order Defect Rate associated with this case unfairly penalizes me as a seller and should be removed.
This issue could easily have been avoided with a more thorough review, and I believe it’s in everyone’s best interest to resolve it quickly. Prolonging the matter only risks the customer changing their stance and complicating the resolution further.
Best regards,
Seller_DGT1u9nkD6wcL
Hi Johnl,
We are on the same boat, but i had better luck from customers. The customer directly contact amazon seller support and ask for reinvoice then amazon told me that the a to z would not impact our account health. you might try to contact cusomter to contact amazon seller to explain the situation
best wishes
Ricardo_Amazon
Hello @Seller_1idNlTUpfKbZW,
Ricardo from Amazon here.
I've sent this to be reviewed by our A-to-Z escalations team. Once I receive a response from them I will be letting you know.
Seller_xJx7vH6fvZFD9
They can but most won't make the effort.
The buyer can request to be retro-charged directly from their Order Details page. They can advise Amazon that a refund is no longer required.
