The buyer received refund after AZ claim was lost and appeal denied! Still nothing returned
The order was delivered to the buyer on October 17, 2024, .The buyer requested to return an item on October 18, 2024 and we accepted that. We have provided prepaid label , the buyer did not have to pay for return, however nothing was returned. The buyer contacted us and said they could not use prepaid label and On we contacted the buyer October 26, 2024 and provided alternative local return address in Mexico as we are an European seller, and also sent again NEW prepaid label. The buyer however ignored Mexican return address and also ignored prepaid return label and filled AZ claim which was closed and granted:( We contacted the buyer again but they do not respond also our appeal was denied.
Please kindly help with that: @Larissa_Amazon
The buyer received refund after AZ claim was lost and appeal denied! Still nothing returned
The order was delivered to the buyer on October 17, 2024, .The buyer requested to return an item on October 18, 2024 and we accepted that. We have provided prepaid label , the buyer did not have to pay for return, however nothing was returned. The buyer contacted us and said they could not use prepaid label and On we contacted the buyer October 26, 2024 and provided alternative local return address in Mexico as we are an European seller, and also sent again NEW prepaid label. The buyer however ignored Mexican return address and also ignored prepaid return label and filled AZ claim which was closed and granted:( We contacted the buyer again but they do not respond also our appeal was denied.
Please kindly help with that: @Larissa_Amazon
1 respuesta
Daryl_Amazon
Hi @Seller_CRHOv021qFYYU,
I understand how frustrating this situation must be for you. Dealing with unresponsive buyers and unsuccessful return attempts can be incredibly challenging, especially when you've made multiple efforts to accommodate the buyer's needs.
First and foremost, I want to commend you for your patience and willingness to provide alternative return options, such as a local return address in Mexico and additional prepaid labels. It's evident that you've gone above and beyond to facilitate a smooth return process.
However, I can appreciate your frustration with the buyer's lack of cooperation and the denied appeal. Situations like these can be disheartening, especially when you've done everything in your power to resolve the issue amicably.
Seeing the investigation conclusion from the investigation's team, you did not respond to return request and status of return request was "Pending Approval" on their second request. Later buyer filed a claim and seller was debited as seller ignored return request. Seller responsibility is to respond to return request within 48 hours. As the seller, you may choose to close the return request for valid reasons, however cannot ignore the return requests.
I am afraid that if I further escalate this matter, it will be denied from my end, apologies for being the bearer of bad news here.
Daryl
