Amazon ruled A-Z claim in favor a buyer who simply claimed "item is returned" but actually didn't at all, what should I appeal?
A scam buyer purchased a big order from me in the amount of almost $200, then said it's different from its description. I asked him to return it with the tracking info and agreed to issue full refund as soon as receiving his return. He simply said "it's returned" but didn't return it actually nor even provide any return shipping proof info, then he filed A to Z claim. It's weird that Amazon granted the buyer a full refund just based on the buyer's empty claim "item is returned". When doing this, Amazon didn't offer me any reason or explanation, but simply saying "we decided in favor of the buyer and debit the amount from your account".
It's so unfair and baseless!!! I couldn't accept this and couldn't calm down for work for a long time.
Given the high value item and so much I lost, what and how should I appeal? Why did Amazon rule this way?
This must be not just my personal experience in this seller community. Any suggestion on how should I appeal? Thanks so much
Jim
Amazon ruled A-Z claim in favor a buyer who simply claimed "item is returned" but actually didn't at all, what should I appeal?
A scam buyer purchased a big order from me in the amount of almost $200, then said it's different from its description. I asked him to return it with the tracking info and agreed to issue full refund as soon as receiving his return. He simply said "it's returned" but didn't return it actually nor even provide any return shipping proof info, then he filed A to Z claim. It's weird that Amazon granted the buyer a full refund just based on the buyer's empty claim "item is returned". When doing this, Amazon didn't offer me any reason or explanation, but simply saying "we decided in favor of the buyer and debit the amount from your account".
It's so unfair and baseless!!! I couldn't accept this and couldn't calm down for work for a long time.
Given the high value item and so much I lost, what and how should I appeal? Why did Amazon rule this way?
This must be not just my personal experience in this seller community. Any suggestion on how should I appeal? Thanks so much
Jim
6 risposte
Seller_4zBzdtgCyS9EI
That's not policy. You are suppose to direct the buyer to open a return request. You are NOT suppose to take returns outside of Amazon to avoid a ding to your account health.
Did you even provide a paid return label for the buyer? Sounds like no, another violation
Seller_4zBzdtgCyS9EI
Not what you said in your original post
Danny_Amazon
Hello @Seller_0uGOSNg2KIp1I- and thanks for looking to the forums for some insight on this order situation.
As other commenters have noted, directing the customer to use the Amazon return request if they want to return an item would be the best handling.
As you look to appeal the claim decision, I would recommend reviewing these details on what to include in a claim appeal, and note the callout on this page highlighting the proper method for attaching documentation to a claim for investigator review is by including it in buyer to seller messages.
I hope this helps!
-Danny
Seller_Sram36TnVt73c
Not sure why there is confusion here. The OP asked the buyer to return the item and agreed to issue a full refund. The buyer didn't return it. Amazon should NOT have issued the refund.
The OP needs to appeal the decision as directed above. If that fails, he/she should come here for further assistance.
When a buyer returns items through Amazon, Amazon provides the return label. I have never issued a return label for my self-fulfilled orders, but magically they get back to me...
Yes, it was what the OP said in the original post. That's how I took it. YOU read too much into it. And now that it's been clarified, you continue to argue?
The OP did nothing against policy here.
OP: I am going through a fraudulent A to Z right now, customer bought a 5-pack product, returned one of them, heavily damaged and claimed they only received one...I KNOW exactly what I sent and his story makes no sense; it is currently under review, and I expect I may have to appeal also so I don't know the nitty gritty details yet...this is the first A to Z that wasn't automatically decided in my favor like INRs usually are.
