what should we do when we get the return package but the A-z claim is still under review?
Hello everyone,
I'm here for some help about what should we do when we get the return package but the A-z claim is still under review? Any suggestions would appreciated
The customer emailed to us that the chair didn't work and wanted to return it back. We had made pre-paid return label exempt for the chair, so we asked for the exact problem she had with the chair, so we could offermore solution for her. No reply for her, so we email to her again, and told that she may need to pay the return shipping fee if it's her reason for this return and attached the Amaozn policy screenshot. Then we got the A-z claim. We emailed to her with the prepaid return label once we notice the claim, and she returned the package back soon. The package was delivered on 14th, May, but the claim is still under review. So we replied to Amazon that we would full refund to the customer as we got return the package.
In most time, we would get an email from Amazon that allowed us to make the refund with no impact on ODR. But nothing received this time, we could do nothing but just wait. Then we explained to the team about this situation again, and still no reply. Then on 22th, May, we lost the claim. And our appeal was denied again becuase Amazon thought we didn't refund to customer after we got the returned package.
So we should full refund to the customer when we get the pacakge and it doesn't affect the ODR no matter the claim is still under review or not? Any ideas about that?@Troy_Amazon@Dominic_Amazon@SEAmod
what should we do when we get the return package but the A-z claim is still under review?
Hello everyone,
I'm here for some help about what should we do when we get the return package but the A-z claim is still under review? Any suggestions would appreciated
The customer emailed to us that the chair didn't work and wanted to return it back. We had made pre-paid return label exempt for the chair, so we asked for the exact problem she had with the chair, so we could offermore solution for her. No reply for her, so we email to her again, and told that she may need to pay the return shipping fee if it's her reason for this return and attached the Amaozn policy screenshot. Then we got the A-z claim. We emailed to her with the prepaid return label once we notice the claim, and she returned the package back soon. The package was delivered on 14th, May, but the claim is still under review. So we replied to Amazon that we would full refund to the customer as we got return the package.
In most time, we would get an email from Amazon that allowed us to make the refund with no impact on ODR. But nothing received this time, we could do nothing but just wait. Then we explained to the team about this situation again, and still no reply. Then on 22th, May, we lost the claim. And our appeal was denied again becuase Amazon thought we didn't refund to customer after we got the returned package.
So we should full refund to the customer when we get the pacakge and it doesn't affect the ODR no matter the claim is still under review or not? Any ideas about that?@Troy_Amazon@Dominic_Amazon@SEAmod
0 respuestas
SEAmod
Hello @Seller_gBNJ9SU5dMu5c
As soon as you received the email from the buyer saying the chair didn't work, you should have approved the return and sent a prepaid return mailing label. This is why you lost the A-to-z claim. You got the chair back so why are you delaying a refund?
You can learn more about how to manage and prevent A-to-z claims at the link I provided above.
Thank you for selling on Amazon.
Susan