Issue With Customer False Return Reason (Request Moderator assistance)
I am having an issue with buyers filling return requests using the wrong return code. For example, a customer will file a return request claiming "wrong item sent" when in fact it is clear the real reason for the return is that they didn't want the item and the correct code should have been "bought by mistake". There is a big difference because when the customer files an return request stating "wrong item sent" they can't be charged for return shipping. Also, while probably unfounded I have been concerned that issuing a full refund to someone claiming "wrong item sent" could negatively affect my metrics as this appears negatively under "voice of the customer".
To avoid this I had previously waited for amazon to automatically issue a refund, and then file a Manage Safe-T claim and this had worked well up until a couple weeks ago. Because if I issue a refund manually I can't file a manage Safe-t claim. In this case, a customer (a large company, not an individual), purchased an item from me. They then placed a sticker on the item with the wrong product #, they then filed a return request with "wrong item sent" as the return reason based on the incorrect sticker they themselves had put on the item. (The item I sent in fact has the correct ISBN#.) Without ever contacting me, the seller filed an A to Z claim.
I have tried contacting amazon with case ID 6770857701 but have received no response since 12/3. Please clarify what am I supposed to do when a buyer files a wrong "return reason". And if I can have the A to Z claim reviewed for this order.
If a moderator can review this it would be much appreciated as I am sure many other sellers have this issue.
Issue With Customer False Return Reason (Request Moderator assistance)
I am having an issue with buyers filling return requests using the wrong return code. For example, a customer will file a return request claiming "wrong item sent" when in fact it is clear the real reason for the return is that they didn't want the item and the correct code should have been "bought by mistake". There is a big difference because when the customer files an return request stating "wrong item sent" they can't be charged for return shipping. Also, while probably unfounded I have been concerned that issuing a full refund to someone claiming "wrong item sent" could negatively affect my metrics as this appears negatively under "voice of the customer".
To avoid this I had previously waited for amazon to automatically issue a refund, and then file a Manage Safe-T claim and this had worked well up until a couple weeks ago. Because if I issue a refund manually I can't file a manage Safe-t claim. In this case, a customer (a large company, not an individual), purchased an item from me. They then placed a sticker on the item with the wrong product #, they then filed a return request with "wrong item sent" as the return reason based on the incorrect sticker they themselves had put on the item. (The item I sent in fact has the correct ISBN#.) Without ever contacting me, the seller filed an A to Z claim.
I have tried contacting amazon with case ID 6770857701 but have received no response since 12/3. Please clarify what am I supposed to do when a buyer files a wrong "return reason". And if I can have the A to Z claim reviewed for this order.
If a moderator can review this it would be much appreciated as I am sure many other sellers have this issue.
0 yanıt
Danny_Amazon
Hello @Seller_SGRfQHYzcBXOu- appreciate you posting this question to the seller forums.
I was able to find your provided case ID by adding a '1' to the start of it, and was able to find the claim and order in question here. I can confirm that a SAFE-T Claim is no longer able to be filed after an A-to-z Claim is present, and that a return request can constitute an alert to a seller that assistance is needed with an order. See the above policy page for further detail.
Understanding it is believed the buyer in this case placed a different sticker on the item before opening a claim, and it is suspected this is a competitive seller, I wanted to make sure you had some resources for navigating such situations, as I see you have the ability to appeal until 1-Jan.
When appealing an A-to-z Claim, you can attach documentation for investigator review. I would recommend including these resources, and any other evidence you have confirming the buyer received what they ordered. You can also report any suspected abuse via this pathway, which will allow our teams to investigate.
I hope this guidance helps, and thanks again for posting here on the forums.
-Danny
