Buyer gets a free replacement Order Then got a A to Z refund, Appeal denied
Hello fellow sellers,
I’m hoping to get some advice or perspective on a frustrating A-to-Z Guarantee situation.
A customer placed an order for a watch (Order #113-9240242-4701815) and later reported it as defective. I approved the return and promptly shipped a replacement at no charge under a second order (#113-3476385-7073028). The replacement was delivered on April 19, confirmed by USPS tracking.
The buyer later messaged me and confirmed they received the replacement and were enjoying the watch. Since the issue had been resolved with a brand-new item, no refund was issued.
However, the customer went on to file an A-to-Z Guarantee claim on the original order, which Amazon approved. As a result:
$148.78 was debited from my account.
The claim was counted against my Order Defect Rate.
The buyer has kept and is using the replacement product.
I submitted an appeal with:
Proof of delivery for the replacement
The buyer’s own message confirming receipt and satisfaction
Unfortunately, Amazon denied the appeal.
Please help. @Stevie_Amazon @Joey_Amazon @LeviDylan_Amazon
KJ_Amazon
Buyer gets a free replacement Order Then got a A to Z refund, Appeal denied
Hello fellow sellers,
I’m hoping to get some advice or perspective on a frustrating A-to-Z Guarantee situation.
A customer placed an order for a watch (Order #113-9240242-4701815) and later reported it as defective. I approved the return and promptly shipped a replacement at no charge under a second order (#113-3476385-7073028). The replacement was delivered on April 19, confirmed by USPS tracking.
The buyer later messaged me and confirmed they received the replacement and were enjoying the watch. Since the issue had been resolved with a brand-new item, no refund was issued.
However, the customer went on to file an A-to-Z Guarantee claim on the original order, which Amazon approved. As a result:
$148.78 was debited from my account.
The claim was counted against my Order Defect Rate.
The buyer has kept and is using the replacement product.
I submitted an appeal with:
Proof of delivery for the replacement
The buyer’s own message confirming receipt and satisfaction
Unfortunately, Amazon denied the appeal.
Please help. @Stevie_Amazon @Joey_Amazon @LeviDylan_Amazon
KJ_Amazon
11 yanıt
Seller_OvL8C4BJWiuS9
Was the replacement a request they made through their amazon account, or you just sent them a replacement?
Seller_4zBzdtgCyS9EI
and hence lost all Amazon protection. Any arrangements you make with buyers outside of Amazon's return and replacement process will not be honored or even recognized.
Seller_6S387YeuyeC81
I have a similar situation except almost $900 was debited from my account. Product never returned yet the buyer was refunded. I have been fighting it for months. I have filed multiple appeals and no results. Good luck.
Seller_6memWKT6v1kJ8
There are a lot of factors which could have caused the appeal to be denied but I have a 3 questions about this statement because even though you said it was a replacement order, there is some confusion by the way you wrote this.
How do you approve a return? Was it not automatically approved by Amazon? Was there an option to approve or decline this return?
What do you mean by promptly? Did you wait for them to ship the defective watch back? was it defective? Did you ship the replacement by the ship by date and was it scanned by USPS by that date as well.
Why are you saying "at no charge" is there an option to charge for a replacement?
All these things sound like you just sent a second order on your own even you said it was a replacement order through amazon
And I'm assuming the customer messaged you at some point and if so did you reply to each message within 24 hours?
