A to Z Claim Lost after Amazon TOLD US NOT TO REFUND!
We received the following email from Amazon on an order after a customer put in a return request and it was automatically approved:
Dear [SELLER],
We have reversed the refund that was requested by the buyer for order 114-0419220-3894661. We have credited 529.95 USD to your account, and the credited amount will be reflected in your account within 48 hours.
Why is this happening?
As part of our ongoing efforts to ensure a trustworthy selling experience, we regularly monitor refund requests for suspicious activity. We detected unusual behavior by the buyer that requested this refund, leading us to conduct a review of their request. Following that review, we have decided to reverse the refund that was issued.
Will this have any impact on my performance?
This refund reversal will not affect your performance history.
What do I need to do?
No action is required from you. It is possible that we could reverse this decision upon review, in which case we will notify you to reissue the refund. Do not attempt to re-issue a refund for this order unless we ask you to do so.
Thank you for selling in Amazon’s store.
We did receive the item back and the customer filed an A to Z Claim on this return. If Amazon had not told us not to refund, we would have done the refund and there would have been no issue. Later, we received the following from Amazon again:
Hello,
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer and debit the amount from your account.
What is needed from me?
You may issue a partial refund if the buyer returns goods that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to a seller error. Please issue a refund to the buyer for this return or the full claim amount may be debited from your account.
How can I provide the requested information?
Find this claim on the A-to-z Guarantee Claims page in Seller Central:
https://sellercentral.amazon.com/pwo/index.html
and click ‘Respond to Amazon’.
Even though the item was returned in good condition, it was missing some packaging, but we decided to issue a full refund minus the original shipping costs. We then lost the A to Z Claim because we didn't issue a full refund, even though Amazon's email SAID WE COULD ISSUE A PARTIAL REFUND!
Can someone help us to at the very least getting this strike removed from our OTDR? Again, this whole issue happened BECAUSE of Amazon!
@Emet_Amazon@SEAmod@Jim_Amazon@Jameson_Amazon
A to Z Claim Lost after Amazon TOLD US NOT TO REFUND!
We received the following email from Amazon on an order after a customer put in a return request and it was automatically approved:
Dear [SELLER],
We have reversed the refund that was requested by the buyer for order 114-0419220-3894661. We have credited 529.95 USD to your account, and the credited amount will be reflected in your account within 48 hours.
Why is this happening?
As part of our ongoing efforts to ensure a trustworthy selling experience, we regularly monitor refund requests for suspicious activity. We detected unusual behavior by the buyer that requested this refund, leading us to conduct a review of their request. Following that review, we have decided to reverse the refund that was issued.
Will this have any impact on my performance?
This refund reversal will not affect your performance history.
What do I need to do?
No action is required from you. It is possible that we could reverse this decision upon review, in which case we will notify you to reissue the refund. Do not attempt to re-issue a refund for this order unless we ask you to do so.
Thank you for selling in Amazon’s store.
We did receive the item back and the customer filed an A to Z Claim on this return. If Amazon had not told us not to refund, we would have done the refund and there would have been no issue. Later, we received the following from Amazon again:
Hello,
We need more information before we can make a decision on this A-to-z Guarantee claim. If you do not provide the information requested below within the next 72 hours, we may grant the claim in favor of the customer and debit the amount from your account.
What is needed from me?
You may issue a partial refund if the buyer returns goods that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to a seller error. Please issue a refund to the buyer for this return or the full claim amount may be debited from your account.
How can I provide the requested information?
Find this claim on the A-to-z Guarantee Claims page in Seller Central:
https://sellercentral.amazon.com/pwo/index.html
and click ‘Respond to Amazon’.
Even though the item was returned in good condition, it was missing some packaging, but we decided to issue a full refund minus the original shipping costs. We then lost the A to Z Claim because we didn't issue a full refund, even though Amazon's email SAID WE COULD ISSUE A PARTIAL REFUND!
Can someone help us to at the very least getting this strike removed from our OTDR? Again, this whole issue happened BECAUSE of Amazon!
@Emet_Amazon@SEAmod@Jim_Amazon@Jameson_Amazon
0 replies
Seller_4zBzdtgCyS9EI
Hate to tell you, but Amazon never told you "do not refund", especially "even if you get the item back"
When you receive a return, you ALWAYS have to refund. What they wrote was under the assumption that no return was made.
Now it sounds this return MAY have been made outside of the return window and auto recharged by Amazon, but that's another story
Seller_oEw5wUNHgJxxP
Just FYI, @SEAmod is gone, Susan will be missed, so sad that this has happened.
Just "life on the river" it is what it is.
Seller_jCko8hxAkX7vW
Please can someone help us with this? PLEASE???
@Topher_Amazon@Danika_Amazon@Stevie_Amazon@Charly_Amazon@Joey_Amazon@Tiff_Amazon
Seller_jCko8hxAkX7vW
Guess I can't get anyone to help me. Such a crazy situation that I think mods won't touch it. Thanks, mods!
