Customer wants to return an order that was delivered on time. She is claming the "item arrived late". But it arrived on time. Can I get refunded by Amazon through A-Z since I buy shipping through Amazon?
Here is the situation:
Customer wants to return an order that was delivered on time. She claims the "item arrived late". But it arrived on time. I am curious if I would be covered by Amazon's A-Z Guanrateed Claims since I buy shipping through Amazon and their website states "if you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate." It seems I can. But wanted to post on here to see anyone's experience with this or opinions.
Customer wants to return an order that was delivered on time. She is claming the "item arrived late". But it arrived on time. Can I get refunded by Amazon through A-Z since I buy shipping through Amazon?
Here is the situation:
Customer wants to return an order that was delivered on time. She claims the "item arrived late". But it arrived on time. I am curious if I would be covered by Amazon's A-Z Guanrateed Claims since I buy shipping through Amazon and their website states "if you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate." It seems I can. But wanted to post on here to see anyone's experience with this or opinions.
24 risposte
Seller_nRFmxiQg4EGrw
Yes, if you purchased shipping through Amazon, and have scans indicating that it was shipped on time, then Amazon should cover this.
Have the customer file A-Z; Amazon will look at the order, hopefully will see that it was delivered on time, and authorize the return but charge the customer. Or likely, they will allow the customer to return at Amazon's expense. But either way, you won't 'be paying.
Seller_DdmPiA1p1S2Wu
No, this wouldn't be covered by A-Z. If the package was actually late by at least 2 days, then the buyer could file an A-Z Claim and Amazon would cover it. In your case, however, the item was not late and actually arrived on time, it is just the buyer saying it arrived too late. Once an item has been delivered and the buyer isn't saying they didn't receive it, the A-Z INR protections go away. A lot of times buyers just select that one when it arrived too late for whatever they had in mind even if it arrived within the promised timeframe.
The buyer should return the item to you, and if it gets refunded by RFS, you can file a SAFE-T claim and get reimbursed any outbound shipping that you charged (if it wasn't free shipping) and the return shipping.
If the item does not get refunded by Amazon through RFS, it gets a little tricky. In that situation, the Amazon system won't let you deduct the return label cost from the refund because the buyer falsely chose a seller faulted return reason. Your only choices are: 1. Just eat the return label cost and issue the refund. 2. Wait about a week for Amazon to refund because you didn't and then file a SAFE-T claim to recoup the shipping cost. 3. Use a flat file upload to refund the appropriate amount. Options 2 and 3 can be problematical, however. With option 2, the buyer may get tired of waiting for the refund and file an A-Z Claim which you would lose, and then you would lose out on the shipping costs and have an ODR. You could also potentially get negative feedback. With option 3, if the buyer gets angry that they had to pay the return label cost, they may file an A-Z Claim and/or negative feedback. So, no real good choices if Amazon doesn't do an RFS so you can immediately do a SAFE-T claim when you get it back.
If the return is under $100, it is likely that Amazon will do an RFS. If it is over $100, they won't.
Seller_XYKzyGM1mZEhX
Better to just inform the customer that a 'restocking fee' will be charged after returning the item. If shipping cost is nominal, provide it. Regardless, you can't deny the return, so make it simple and try to recover lost shipping in your restocking fees. Amazon doesn't quibble about nature of returns, they just foist their policy on third party sellers. Better than an A-Z and headaches. Just move on.
Seller_XyasXNhOT3yJX
Don't be surprised if Amazon gives the buyer a full refund and let he/she keep the item. Something similar happened to me.
Seller_JEZM0XKCFBgyp
I've never been denied and Safe-T claim for these.
Use "Buyer used wrong return reason".
Seller_R2dP7Hunjcdj0
@Seller_DdmPiA1p1S2Wu post was completely accurate and should be followed with complete confidence. I could not have said it any better myself, so I won't repeat his Good advice.
You are correct in the facts, but incorrect in the application.
Amazon is VERY liberal with it's Return Policy, and the Return Reason really does not matter to Amazon.
When selling here, just take it for granted that a Buyer may Return a purchase for ANY reason as long as it is within the Return window.
In my Amazon experience, Buyers provably lie about the Return Reason more often than they are truthful. You just have to accept it.
And don't stress over it. In the Big Picture, it is just the cost of doing business here.
If the Return is not RFS, you will have the opportunity to examine it before Refunding. If it is Retur4ned in Original Condition you may NOT charge any Restocking Fees anymore, but you CAN withhold refunding the outgoing shipping paid.
If it is Returned in "Materially Different Condition" than as originally shipped, you CAN withhold up to 50% Restocking Fees (product only), but you in that case you must refund the outgoing shipping (crazy, I know).
If they Return you something completely different you may withhold 100% Restocking Fees.
In either case, you will need to photograph the Returned package as well as the Returned item (include the package in the same shot as the item to display the Return label). This is also a GREAT reason to photograph ALL outgoing orders when processed so you can PROVE Original Condition when shipped.
Good Luck!
Seller_xlf3vF516IRli
This also results in negative feedback, chargebacks, and defending A-Z's. Most of time time it is just easier to accept a return, issue the refund once they do, and move on without 4 different metrics hits to my account. But to each their own. I mean I guess some people enjoy teetering on the edge of suspension every day. I generally don't. Amazon does NOT defend us, protect us, or even side with us when a customer is just plain unhappy. Despite the items being unreturnable for most reasons, Amazon will still take our money and side with the customer, then make us defend the policy they set that got us there. It's OUR fault they ordered wrong, late, incorrectly, misspelled the customization, had it shipped to the wrong address, etc. It's NEVER the customer's fault. And then we have to come here and get a Mod involved to get help once they deny our appeal for whatever garbage arbitrary reason. Again, I get so few returns, I usually just accept them and move on. Its less stressful.
Seller_LaXfWb19u77C5
You can open a SAFE-T claim too. I submit safe-t claims for this issue all the time and get refunds on shipping labels. I wouldn't be trying to get the customer to open a A-Z... that sounds like trouble.
Seller_LAigNSQBmElpV
They should return the item. When you get it back, file a Safe T claim indicating that they used an inaccurate reason code. Request outbound (assuming you do not offer free shipping) and return shipping. If you offer free outbound shipping, you are SOL.
