AMAZON BEING TOO MUCH FAIR ABOUT THE A-Z CLAIMS, I AM SUPEEER HAPPY (SARCASM OF COURSE)
One of the customers wanted a return the product because they didn't like the quality of the product, and they opened return request with reason "Performance or quality not adequate", but customer had some concern about the return shipping expense, so we offered them $27 CAD for the return shipping expense as an extra (which was the maximum amount of the return shipping expense allowed by Amazon system, but customer wasn't satisfied with this even though return shipping cost is responsibility of the buyer, they opened A-Z claim with reason of Damaged or defective item, and before they customer specifically indicated that they did not like heaviness of the rug, and thats why they wanted a return, how come amazon doesn't see this, our communication history with buyer or the initial return reason, at the end amazon perfectly refunded the customer from my pocket and counted agains my ODR. THIS IS TOTALLY UNFAIR,
AMAZON BEING TOO MUCH FAIR ABOUT THE A-Z CLAIMS, I AM SUPEEER HAPPY (SARCASM OF COURSE)
One of the customers wanted a return the product because they didn't like the quality of the product, and they opened return request with reason "Performance or quality not adequate", but customer had some concern about the return shipping expense, so we offered them $27 CAD for the return shipping expense as an extra (which was the maximum amount of the return shipping expense allowed by Amazon system, but customer wasn't satisfied with this even though return shipping cost is responsibility of the buyer, they opened A-Z claim with reason of Damaged or defective item, and before they customer specifically indicated that they did not like heaviness of the rug, and thats why they wanted a return, how come amazon doesn't see this, our communication history with buyer or the initial return reason, at the end amazon perfectly refunded the customer from my pocket and counted agains my ODR. THIS IS TOTALLY UNFAIR,
0 replies
Quincy_Amazon
Hello @Seller_l2sc3KTajXkAI
Thank you for posting your inquiry to the Forums.
I understand that you have a concern regarding an A-Z Claim. Do you mind providing the order ID related to the claim? I'd like to review your issue fully and read through any correspondence already provided.
Looking forward to your reply.
Regards,
Quincy_Amazon
Seller_Ha6JyVvDK6Ybs
We had one it was no longer needed than when item came back and it was high dollar and did not offer FREE shipping customers was responsible for shipping and refunded. Week later we get AtoZ claiming they received incorrect item and did not match and were fully funded total horse sheet! We lost AtoZ and took hit because we were not providing a service which was not offered and customer like yours changed stories. So in the end we were forced by Amazon to provide FREE shipping and FREE returns on an item which customer claimed no longer needed!
Seller_d7gdfLOD8db11
STOP SELLING ON scAMAZON !!!
scAMAZON ripS-off the sellers. the only reason I'm here is to try and help the Sellers avoid these problems.
Seller_ykhbOLKzydMPQ
Next time, immediately provide a prepaid label to the customer and let them know that the cost will be deducted from their refund. Explain that the reason given on the return request, Performance of Quality not Adequate - Not Heavy Enough, is a buyer faulted return per Amazon's Return & Refund Policies, so they will be responsible for the cost of return shipping. Include a screenshot of the original return request, along with a link to Amazon's Return & Refund Policies.
We usually include something along the lines of: "To control costs, and offer products at a lower cost then we would otherwise, we do not offer free return shipping. However, as a courtesy we can provide you with a prepaid return shipping label, at our discounted rate, then deduct the cost from your refund. Please find attached herein a prepaid UPS return shipping label at our cost of $5.43. If you choose to use this label, the cost will be deducted from your refund per Amazon's Return & Refund Policies. For more information about Amazon's Return & Refund Policies, please visit www.Amazon.com/Returns ".
This is also a good time to notify the customer that "All returns must be received in brand new, unused, resalable condition, with all accessories, hardware, and instructions, in the original manufacturer's packaging. Per Amazon Policy, restocking fees of up to 100% of the products' price may be deducted on used, damaged or materially different returns.".
Approach every Buyer interaction with the assumption that it will end up as an A-Z Claim. Then assume that the only thing the A-Z team will do is to read the Buyer/Seller messages. While nothing will protect you 100% on Amazon, the best you can do is to always be on the defensive.
Good luck!
Seller_RClwXXLQjUdPk
We have learned that the customer is not always the one filling out the A to Z claim and that it is customer service coaching them on what needs to be selected and submitting the request for them. They seem to only care about getting the customer the full refund and making them happy, regardless of the impact to the seller.
Once again, it is not Amazon's money, so they do not care in the least. The bright side is that these appeals are winnable if you are concise in your argument, clearly state Amazon policy and provide visual proof of everything you are disputing.
Best of luck!
