Medical device used and returned appeal not answered
Hi everyone,
Expensive and low margin itmes are returned used but still not getting reply after appeal for fully refunding customers
order ID-
702-0030356-8437047
and
701-1425231-2839425
where one Cpap machine delivered was used by the buyers for 26 and other white one for 30 hrs ( she accepted in chat too) and returned, I refused for the refund for both the machines had to be recycled for parts as it can not be reused as it is a medical device.
while accepting return authourization we asked the buyers that if the machine is used, we will not refund you but machine has 2 years of warranty for any problem and we will get it repaired or replaced without any charges.
After getting the machine back we saw it has been used for 26 hrs and 30 hrs of use and hence we refused the refunds and again wrote that we can ship the machine back and your machine is covered for 2 year of warranty from ResMed.
During all our messaging buyer of 702-0030356-8437047 never replied and filed A to Z claim. but buyer for 701-1425231-2839425 accepted in chat that it was plugged once or twice we wrote all our points but claim was granted and afterword appeal also gets rejected with all the pictures and photos of use shared with buyer and Amazon team.
first time they rejected the appeal( for order ID- 702-0030356-8437047) saying the item ( black machine) was prohibited for sale on Amazon and hence we denied the appeal.
but we replied that at the time of order the Black Cpap machine was allowed to sell on Amazon and was removed from the listing after one ( May end) months from these orders. while reporting this to the seller support rep, he even told us that your appeal is favourable if cpap machine was allowed in April month but still unanswered or replied.
The white machine sold with order no 701-1425231-2839425 is still allowed to sell on Amazon.
I never get the reply from the Amazon about that after transfer to different departments and still waiting
Case ID logs
ID 15424466901, ID 15709878741
Please check the messages too with the buyers for these two order IDs. I am not allowed to put links from Amazon seller central for posting the links for chat with buyers.
Thank you in advance for ascalating these two cases
Medical device used and returned appeal not answered
Hi everyone,
Expensive and low margin itmes are returned used but still not getting reply after appeal for fully refunding customers
order ID-
702-0030356-8437047
and
701-1425231-2839425
where one Cpap machine delivered was used by the buyers for 26 and other white one for 30 hrs ( she accepted in chat too) and returned, I refused for the refund for both the machines had to be recycled for parts as it can not be reused as it is a medical device.
while accepting return authourization we asked the buyers that if the machine is used, we will not refund you but machine has 2 years of warranty for any problem and we will get it repaired or replaced without any charges.
After getting the machine back we saw it has been used for 26 hrs and 30 hrs of use and hence we refused the refunds and again wrote that we can ship the machine back and your machine is covered for 2 year of warranty from ResMed.
During all our messaging buyer of 702-0030356-8437047 never replied and filed A to Z claim. but buyer for 701-1425231-2839425 accepted in chat that it was plugged once or twice we wrote all our points but claim was granted and afterword appeal also gets rejected with all the pictures and photos of use shared with buyer and Amazon team.
first time they rejected the appeal( for order ID- 702-0030356-8437047) saying the item ( black machine) was prohibited for sale on Amazon and hence we denied the appeal.
but we replied that at the time of order the Black Cpap machine was allowed to sell on Amazon and was removed from the listing after one ( May end) months from these orders. while reporting this to the seller support rep, he even told us that your appeal is favourable if cpap machine was allowed in April month but still unanswered or replied.
The white machine sold with order no 701-1425231-2839425 is still allowed to sell on Amazon.
I never get the reply from the Amazon about that after transfer to different departments and still waiting
Case ID logs
ID 15424466901, ID 15709878741
Please check the messages too with the buyers for these two order IDs. I am not allowed to put links from Amazon seller central for posting the links for chat with buyers.
Thank you in advance for ascalating these two cases
13 replies
Christine_Amazon
Hello @Seller_ds3MPpd6KBwvs
Christine here from Amazon Forums.
I was checking the claim for Order 702-0030356-8437047 is currently under investigation and I do recommend you to allow the team in charge to finish their investigation.
And for the Order 701-1425231-2839425 I see that the claim was granted since the refund was not done within the 2 days after received the return.
I understand your concern since the item was already used.
I would like to ask you if you grade the return as soon as you received it?
Because you do have the option to do a partial refund or denied the refund, however you will be required to grade the condition of the returned item in order to charge a restocking fee. In the Grade condition of returned item section, grade the condition of the Item, accessories, and packaging returned.
You can see more in the link below:
Christine
