Customer never received item though tracking shows it was dropped off. A-Z claim not allowed after customer service told me to refund csutomer
I have an order (114-8817798-2009811) that was supposedly delivered to the customer through the customer states they never received it. After contacting me a week after item was supposed to be delivered I asked to the customer to initiate a claim saying that the item was never delivered. Instead, they issued a return saying that the wrong item was sent. I asked them to redo the return reason but they refused. I contacted customer service to ask for their help (15922117421) on what to do. They told me to refund the customer directly since they didn't want to submit another claim, which I did. I then went to file an A-Z claim for the non-delivery and was told that since I directly refunded the customer, the order was not eligible for an a-z claim so not I am out the money, even though I followed the procedure as directed by the customer service agent. Can someone please help me with this as I've tried several times with the incident saying it hasn't been resolved and keep getting told to file an a-z claim but the system says I'm not eligible though I followed Amazon custom service directions.
Thanks
Customer never received item though tracking shows it was dropped off. A-Z claim not allowed after customer service told me to refund csutomer
I have an order (114-8817798-2009811) that was supposedly delivered to the customer through the customer states they never received it. After contacting me a week after item was supposed to be delivered I asked to the customer to initiate a claim saying that the item was never delivered. Instead, they issued a return saying that the wrong item was sent. I asked them to redo the return reason but they refused. I contacted customer service to ask for their help (15922117421) on what to do. They told me to refund the customer directly since they didn't want to submit another claim, which I did. I then went to file an A-Z claim for the non-delivery and was told that since I directly refunded the customer, the order was not eligible for an a-z claim so not I am out the money, even though I followed the procedure as directed by the customer service agent. Can someone please help me with this as I've tried several times with the incident saying it hasn't been resolved and keep getting told to file an a-z claim but the system says I'm not eligible though I followed Amazon custom service directions.
Thanks
4 Antworten
Roberto_Amazon
Hello! @Seller_o8SCWeJZJRdDY
Thank you for bringing this matter into our attention. Apologies for the incorrect information that was given to you, I understand that our options to recover this are limited.
With that being said, I am currently reviewing this internally to determine the best course of action. I will reply here once I have an update.
Regards,
Roberto
Seller_62muHimE4rGBq
Amazon customer service parrots whatever the customer tells them. (ie. Customer tells them they want a refund; they then tell you to refund.)
These are NOT instructions despite coming from an Amazon agent. These are requests, same as if the customer messaged you directly. Customer service reps constantly tell us to break policy, and their lack of training about Amazon policies is frustrating. Amazon reps should be instructing the customers to open an A-to-Z claim, not requesting the seller to refund willy nilly.
We sellers have to stick with Amazon's written policy. No matter what, the customer must open the A-to-Z for INR. Anything else is not covered and will result in you taking the loss with little support from Amazon. (As hinted by Roberto "I understand that our options to recover this are limited.")
Wishing you luck with your reimbursement. Happy selling!
