Customer Returned Old, Used Item and has Filed A-Z
We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.
The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.
Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?
Thanks!
Customer Returned Old, Used Item and has Filed A-Z
We have a customer who ordered auto parts. These were new, and unused parts. The customer then requested a return, saying the parts received were defective. The parts that were returned by the customer came back today, and were old, worn out versions of what he ordered.
The customer has now opened an A-Z claim saying they are different that what what was ordered, demanding a full refund. The A-Z has not been closed yet.
Is there any way to not lose this claim, or at least be able to file a Safe-T Claim?
Thanks!
1 Antwort
Quincy_Amazon
Hello @Seller_PinVsKaeO9yKd
Thank you for posting your inquiry to the Forums.
In this case, you want to ensure that you respond to the claim in a timely manner and provide and and all relevant, and compelling information about the transaction. Once the information is received, the team will review and you will be notified of the outcome. If Amazon grants a Claim in favor of a customer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a decision on whether to reverse the initial decision and reimburse you for the Claim incurred.
Please note that if you issue a refund, the claim will be closed and it will impact your order defect rate. I have included some help pages below that provide additional detail regarding Amazon's A-Z Claims process for your reference if needed:
Amazon’s A-to-z Guarantee claims
Respond to an A-to-z Guarantee Claim
Appeal an A-to-z Guarantee Claim
Regards,
Quincy_Amazon
