Amazon issued a refund before item returned
We got 3 return requests for our product, and we replied to buyers' messages and requests every time within 24 hours. During the communication, we talked with the buyer to try to convince them to keep it with an extra discount instead of returning it. And we were going to send a pre-paid shipping label after the buyer insisted on returning. But Amazon issued a refund with the reason that the customer requested a return and you did not respond within 48 hours to the request, as required by our policy when the buyer raised an A-to-Z claim suddenly next day. Now we have 3 orders refunded by Amazon, while no return since no any more reply from the customer. This is really ridiculous, we lose as much as the product cost is expensive. We think the A-Z team doesn't even look back at the chat history before making the judgment.
here is the order ID 702-9507661-1634634 to further escalate the issue to amazon A-Z appeals team.
Amazon issued a refund before item returned
We got 3 return requests for our product, and we replied to buyers' messages and requests every time within 24 hours. During the communication, we talked with the buyer to try to convince them to keep it with an extra discount instead of returning it. And we were going to send a pre-paid shipping label after the buyer insisted on returning. But Amazon issued a refund with the reason that the customer requested a return and you did not respond within 48 hours to the request, as required by our policy when the buyer raised an A-to-Z claim suddenly next day. Now we have 3 orders refunded by Amazon, while no return since no any more reply from the customer. This is really ridiculous, we lose as much as the product cost is expensive. We think the A-Z team doesn't even look back at the chat history before making the judgment.
here is the order ID 702-9507661-1634634 to further escalate the issue to amazon A-Z appeals team.
0 replies
Seller_y7W9ccUlauftE
When you get a return request authorize the return with an unpaid label -- you can still try to make a deal with the customer after you do that, or even followup with a pre-paid label if needed.
AtoZ does not go looking for additional details when they get a claim -- the Seller has to do the legwork to provide details of why the AtoZ should be denied.
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Seller_6IOlNSn0qQR2E
same situation amz issued refund and i have all the proof for delivery but as usually no help from amz team still trying to get some one to talk on A 2 Z CLAIM but no response because we are paying amz fees for not having our back ;)
Seller_DGT1u9nkD6wcL
it might be that the customer asks a refund from Amazon and Amazon refunds it without check the communication between you and the customer. Next time better directly send the preaid return label, after all small loss is better than all lost
Seller_LTv2zrpA8Qcn1
To emphasize dennis_mullin's point, you should have authorised the return right away.
As understandable as it is as to your trying to negotiate with the buyer, this was Amazon's thinking -- buyer requests return, seller does not authorise return = Case Over. No need to read communication between the 2 of you.
Like you, I learnt my lesson the hard way, many moons ago. Now, I see a Return Request, if it is within the return date-range, I authorise it. Then depending on the situation, I might try to get the buyer to keep the item at a discount etc, while the return request remains authorised.
I'm sure Amazon has many many cases such as yours. You not authorising it, made Amazon's decision easy.
I guess now it's a matter of you getting the buyer to return the item? Good luck. You should try....
