A-to-z Adjustment Issued Without Explanation or Response – Requesting Moderator Escalation
Hello,
We are reaching out to the community and moderators for assistance regarding an A-to-z Guarantee claim for Order ID: 702-6481210-6309825 that was closed against us without any explanation, despite full compliance with Amazon’s published policies.
We escalated via 2 cases: 17742369111, 17743361831
We Responded to the A-to-z claim around 10 times, we get zero useful information only "We stand by our decision", despite being completely against Amazon's policies.
In summary:
- The buyer returned the item due to a price drop, not a product issue.
- We received the item in used condition, with clear photo documentation.
- In accordance with Amazon’s restocking fee policy sellercentral.amazon.ca/help/hub/reference/G201725780 and amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B, we issued a 50% refund on May 7.
- On May 14, Amazon issued an additional $303.43 refund to the buyer, bringing the total refund to 78% of the item value, despite no defect being reported.
- We received no communication in advance, no opportunity to respond, and no policy justification for the additional refund.
Our attempts to appeal were met with only:
“We understand your position but stand by our decision.”
No explanation. No review of our evidence. No reference to policy.
Our questions:
- What policy allows Amazon to override a valid 50% refund on a used return?
- Why were we not given a chance to respond or present evidence?
- Why was a return for a non-covered reason granted an additional refund without any investigation?
We are requesting that this case be escalated internally and that the $303.43 be reimbursed, as the adjustment has no policy basis and contradicts Amazon’s own return and restocking guidelines.
We are happy to provide the photos of the returned item and screenshots showing both refunds.
Thank you to any moderators or experienced sellers who can assist in getting this escalated properly.
John
@Daryl_Amazon @Jurgen_Amazon @Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn @Christine_Amazon @Roberto_Amazon
A-to-z Adjustment Issued Without Explanation or Response – Requesting Moderator Escalation
Hello,
We are reaching out to the community and moderators for assistance regarding an A-to-z Guarantee claim for Order ID: 702-6481210-6309825 that was closed against us without any explanation, despite full compliance with Amazon’s published policies.
We escalated via 2 cases: 17742369111, 17743361831
We Responded to the A-to-z claim around 10 times, we get zero useful information only "We stand by our decision", despite being completely against Amazon's policies.
In summary:
- The buyer returned the item due to a price drop, not a product issue.
- We received the item in used condition, with clear photo documentation.
- In accordance with Amazon’s restocking fee policy sellercentral.amazon.ca/help/hub/reference/G201725780 and amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B, we issued a 50% refund on May 7.
- On May 14, Amazon issued an additional $303.43 refund to the buyer, bringing the total refund to 78% of the item value, despite no defect being reported.
- We received no communication in advance, no opportunity to respond, and no policy justification for the additional refund.
Our attempts to appeal were met with only:
“We understand your position but stand by our decision.”
No explanation. No review of our evidence. No reference to policy.
Our questions:
- What policy allows Amazon to override a valid 50% refund on a used return?
- Why were we not given a chance to respond or present evidence?
- Why was a return for a non-covered reason granted an additional refund without any investigation?
We are requesting that this case be escalated internally and that the $303.43 be reimbursed, as the adjustment has no policy basis and contradicts Amazon’s own return and restocking guidelines.
We are happy to provide the photos of the returned item and screenshots showing both refunds.
Thank you to any moderators or experienced sellers who can assist in getting this escalated properly.
John
@Daryl_Amazon @Jurgen_Amazon @Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn @Christine_Amazon @Roberto_Amazon
0 replies
Christine_Amazon
Hello @Seller_1idNlTUpfKbZW
Christine here from Amazon Forums.
In this case, if you have any evidence is better if you would like to submit a dispute.
Otherwise, if we submit an appeal without any new evidence, most likely we will receive the same answer.
Christine.
Seller_1idNlTUpfKbZW
Thank you @Christine_Amazon,
I always uploaded a file but it seems to disappear after they transfer.
I created a new case for you with the attached proof: 17780809451
Thank you for your support, fingers crossed we can correct this.
John
