Help Request for A-to-Z claim for return refund that should have been automatically processed by Amazon
Hello,
I received an A-to-Z claim because a return was not refunded. I don't know if this is universal to all sellers, but all of my returns are automatically refunded by Amazon upon the first scan of the return shipment. I've looked back several months and every single return was automatically refunded by Amazon in this way, except for this return that I received an A-to-Z claim for.
Obviously, I'm fine with the order being fully refunded. I appealed the A-to-Z claim to remove the hit to my ODR because the A-to-Z was for an action that is supposed to be performed by Amazon automatically, not something that I would have reasonably caught and neglected to do.
My appeal was denied. I called seller support and was told the only way to remove the hit to my ODR would be to write to the buyer and asked that they remove the A-to-Z claim.
I did write to the buyer to apologize for the delay in refund, to explain the situation and asked them to remove the A-to-Z claim. I'm not confident that I'll hear back, and even if I do, I'm not confident in guiding them through the steps of removing an A-to-Z claim, this is new to me.
I'm a relatively low-volume seller, so just this one A-to-Z claim put my ODR over .2 and will have an impact on sales.
Does anyone know of a department within or separate from seller support to resolve this issue?
Thank you!
Help Request for A-to-Z claim for return refund that should have been automatically processed by Amazon
Hello,
I received an A-to-Z claim because a return was not refunded. I don't know if this is universal to all sellers, but all of my returns are automatically refunded by Amazon upon the first scan of the return shipment. I've looked back several months and every single return was automatically refunded by Amazon in this way, except for this return that I received an A-to-Z claim for.
Obviously, I'm fine with the order being fully refunded. I appealed the A-to-Z claim to remove the hit to my ODR because the A-to-Z was for an action that is supposed to be performed by Amazon automatically, not something that I would have reasonably caught and neglected to do.
My appeal was denied. I called seller support and was told the only way to remove the hit to my ODR would be to write to the buyer and asked that they remove the A-to-Z claim.
I did write to the buyer to apologize for the delay in refund, to explain the situation and asked them to remove the A-to-Z claim. I'm not confident that I'll hear back, and even if I do, I'm not confident in guiding them through the steps of removing an A-to-Z claim, this is new to me.
I'm a relatively low-volume seller, so just this one A-to-Z claim put my ODR over .2 and will have an impact on sales.
Does anyone know of a department within or separate from seller support to resolve this issue?
Thank you!
8 Antworten
Joey_Amazon
Hello @Seller_RtC6H8UIWDaQY,
Thank you for utilizing the forums!
If you wish, please share the Order ID associated with this claim. I can review and determine how we can best assist you with this request.
Thanks,
Joey
Seller_w6aLwkKdfu3L0
It is unlikely the buyer initiated the AtoZ but Amazon's own automated system that did it when a buyer fails to properly refund a buyer within two (though it is actually longer, but probably affects your hidden metrics if you take longer) business days.
MOST returns are refunded on initial scans. However there are times when they aren't, such as higher value returns or (and this one we assume) buyers who return a lot or abusing Amazon's laxed return policy that Amazon lets sellers decide on restocking fees rather than just full value refunds.
ODR is not a "fixed" score but variable, so it goes up and down and adjusts daily, like a persons credit score. One event won't lower your credit score a lot unless its a significant event or a pattern of bad behavior. So as long as you follow Amazon policy it will be gone by 60 days and if your volume is high enough it won't even affect your metrics much. If your volume is low, which means every AtoZ becomes significant then there's no way around this other than wait or find more products that sell at a faster rate to make Amazon more money.
Seller_DdmPiA1p1S2Wu
Amazon doesn't refund every return through RFS. Orders that are over $100 are not refunded, and not all orders that are under $100 are refunded. You need to check every return to determine if it has been refunded through RFS or not and refund if it has not been refunded. I check every return anyway because I always file a SAFE-T claim to recoup the outbound shipping (when the buyer tells the truth about the return), or the outbound and return shipping (when the buyer lies) on any returns that were processed through RFS.
Seller_l2EQxBgSAC7oQ
ive learned the A-Z claims and the Safety Claims are just to benefit Amazon and the customer. Amazon has allowed well over $1000 to be stolen from me over the course of my Amazon career. It sucks but we all need to build THEFT into our profit and loss statements. Ive never sold on a marketplace that condoned theft but it is what it is. As long as Jeffy is getting richer everyday, the little people do not matter one bit.
