Buyers Opening Returns with one Reason, and A-to-Z with another?
We've had this issue pop up twice in the last week:
Order #1
- Return Reason: "No Longer Needed"
- Buyer Comment: Bought one locally. Guitar still in shipping box. Unopened
They then open an A-to-Z at 5AM in the morning--before we've even received the returned item--with the following reasons:
- Customer issue: Different from what I ordered
- Customer comments: Nothing. Not even unpacked. Bought one used locally
Of course the A-to-Z is closed when we receive the returned item later that day and process the refund. We then try to appeal it affecting our ODR because the customer clearly had chosen a fraudulent reason for the A-to-Z, AND they were allowed to open it before the return had even been received. Amazon denies the appeal and tells us never to inquire about it again.
Order #2
- Return reason: No Longer Needed
- Buyer Comment: Neck is too narrow for my fingers and doesn't work as I thought it would. Too difficult too play. Good guitar, just can't get it to work right for me.
We still have not received this return, however they then open an A-to-Z claim with the following reasons:
- Customer issue: Damaged or defective item
- Customer comments: Is anything missing? No. Do you want to return the item? Yes. Is anything broken? Yes. Could you provide more details? The item and packaging are damaged. Reason Code: DAMAGED_OR_DEFECTIVE
We've just appealed this one citing we have not received the returned item back yet and are waiting to hear.
Is Amazon CS pushing these A-to-Z claims when customers ask about their refunds? Are we supposed to start refunding buyer returns before we've received them?
And how is a customer allowed to simply open an A-to-Z claim with a reason that is totally opposite of what they've cited in their return before the return has even been delivered back to the seller?
Buyers Opening Returns with one Reason, and A-to-Z with another?
We've had this issue pop up twice in the last week:
Order #1
- Return Reason: "No Longer Needed"
- Buyer Comment: Bought one locally. Guitar still in shipping box. Unopened
They then open an A-to-Z at 5AM in the morning--before we've even received the returned item--with the following reasons:
- Customer issue: Different from what I ordered
- Customer comments: Nothing. Not even unpacked. Bought one used locally
Of course the A-to-Z is closed when we receive the returned item later that day and process the refund. We then try to appeal it affecting our ODR because the customer clearly had chosen a fraudulent reason for the A-to-Z, AND they were allowed to open it before the return had even been received. Amazon denies the appeal and tells us never to inquire about it again.
Order #2
- Return reason: No Longer Needed
- Buyer Comment: Neck is too narrow for my fingers and doesn't work as I thought it would. Too difficult too play. Good guitar, just can't get it to work right for me.
We still have not received this return, however they then open an A-to-Z claim with the following reasons:
- Customer issue: Damaged or defective item
- Customer comments: Is anything missing? No. Do you want to return the item? Yes. Is anything broken? Yes. Could you provide more details? The item and packaging are damaged. Reason Code: DAMAGED_OR_DEFECTIVE
We've just appealed this one citing we have not received the returned item back yet and are waiting to hear.
Is Amazon CS pushing these A-to-Z claims when customers ask about their refunds? Are we supposed to start refunding buyer returns before we've received them?
And how is a customer allowed to simply open an A-to-Z claim with a reason that is totally opposite of what they've cited in their return before the return has even been delivered back to the seller?
1 resposta
Seller_CW0P5hgbsiqWX
Buyers do know how to play the Amazon return system with all kinds of scams, and Amazon turns a blind eye to the root cause of this...RFS.
First you have to remember, your appeal is only as good as a seller crafts the document. In your case, you should have enough buyer documentation to show he it is scamming the system.
We always present how the buyer makes different claims, usually changing from the No Longer Needed to a different reason so they will not have any fees deducted. Make sure you alude to that fact.
