Responding to Customer too Quickly???!! Denied AtoZ ....I am very confused here.....
customer comments:
I found a cheaper price else where and want. Refund. Amazon said it was refundable so I want my refund please
Claim items:
1 of 1
Product amount: CAD 54.87
Order details: CAD 54.87 () October 31, 2024
Refunds: CAD 54.87
Shipping details:
Package 1 - USPS () November 1, 2024
Why is this happening? The customer requested a return and you did not respond within 48 hours to the request, as required by our policy.
Your Appeals:
December 5, 2024
Hello, I am appealing this claim. The information I received was as follows: Why is this happening? The customer requested a return and you did not respond within 48 hours to the request, as required by our policy. The following details will show that I responded to all inquiries from the buyer with half an hour. Well within the 48 hours required by policy. Below shows the time in between the seller inquiries and my response. I have attached a screen print of the correspondence as well. Thank you for your attention to this matter.
I received a buyer message on 5-Dec-2024 at 10:51 AM I need a shipping label to return this item I reponsded to this message 16 minutes later on 5-Dec-2024 11:07 AM Hi Sandra, These are the steps to follow to request a return Log in to your Amazon account. Find the order with the item you want to return. Select the item for return. Choose a reason for the return. Print the return label and authorization. Package the item securely and send it off.
I received two responses from buyer 5-Dec-2024 11:12 AM I have done all that you said above and no shipping label has been provided 5-Dec-2024 11:29 AM I have done all of that and no shipping label has been provided I responded to buyer 26 minutes later 5-Dec-2024 11:55 AM I'm sorry, that is the only option for return. I'm not sure what message you are receiving. The reason could be that this was shipped internationally.
Hello,
Thank you for taking the time to provide us with more information regarding your claim on order xx. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact
Responding to Customer too Quickly???!! Denied AtoZ ....I am very confused here.....
customer comments:
I found a cheaper price else where and want. Refund. Amazon said it was refundable so I want my refund please
Claim items:
1 of 1
Product amount: CAD 54.87
Order details: CAD 54.87 () October 31, 2024
Refunds: CAD 54.87
Shipping details:
Package 1 - USPS () November 1, 2024
Why is this happening? The customer requested a return and you did not respond within 48 hours to the request, as required by our policy.
Your Appeals:
December 5, 2024
Hello, I am appealing this claim. The information I received was as follows: Why is this happening? The customer requested a return and you did not respond within 48 hours to the request, as required by our policy. The following details will show that I responded to all inquiries from the buyer with half an hour. Well within the 48 hours required by policy. Below shows the time in between the seller inquiries and my response. I have attached a screen print of the correspondence as well. Thank you for your attention to this matter.
I received a buyer message on 5-Dec-2024 at 10:51 AM I need a shipping label to return this item I reponsded to this message 16 minutes later on 5-Dec-2024 11:07 AM Hi Sandra, These are the steps to follow to request a return Log in to your Amazon account. Find the order with the item you want to return. Select the item for return. Choose a reason for the return. Print the return label and authorization. Package the item securely and send it off.
I received two responses from buyer 5-Dec-2024 11:12 AM I have done all that you said above and no shipping label has been provided 5-Dec-2024 11:29 AM I have done all of that and no shipping label has been provided I responded to buyer 26 minutes later 5-Dec-2024 11:55 AM I'm sorry, that is the only option for return. I'm not sure what message you are receiving. The reason could be that this was shipped internationally.
Hello,
Thank you for taking the time to provide us with more information regarding your claim on order xx. Upon further review, we have decided to uphold our original decision.
Why was my appeal denied?
We reviewed the details for this claim and found that you did not respond to the buyer’s return request before the claim was filed. To help Sellers avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that Buyers first contact you and wait for 48 hours for a response prior to being eligible to file a claim. You are required to provide a response to this contact
1 respuesta
Danny_Amazon
Hello @Seller_AgUSsKUNCocVu- appreciate you posting this issue for us here in the forums.
As you get a moment, if you could share the Order ID related to this claim, I'd be happy to take a closer look from my end! As you mention the currency as "CAD" however, if this order is from the Canadian marketplace, you will want to start a thread in the Canada section of our forums if any support is needed!
You can do so by clicking on the flag dropdown in the top right of the forums view, and selecting the Canadian flag.
If this was a US marketplace order though, please do share that ID so I can investigate along with you!
Best,
Danny
