Amazon told us NOT to refund!! Then we lose the case and all money after customer's AZ claim!!!!
The customer returned a total different product, which is defective. We tried to charge 90% restocking fee but the refund did not go through for several times (it happens alot). So we just keep trying. But then we received the email at the bottom.
It clearly told us not to try to refund the customer because they detected unusual behavior by the buyer that requested this refund. (it seems like amazon also found the customer was abusing the return policy)
So we just stop trying the refund. But a few days later, the customer filed AZ claim and we lose the case and customer was issued full refund for returning the total different item. We appeal the case, and amazon denied.
This is really ridiculous . If amazon doesn't told us not to refund, we would have just did a partial refund and we have very high chance not to lose the case with full refund.
Any chance to appeal this case and why would amazon advise us not to refund but then did something completely the opposite???
--------------------------------------------original amazon email: ------------------------------------------------------------
Amazon.com Order [113-5654744-1846640] - Refund Reversed
Dear Seller,
We have reversed the refund that was requested by the buyer for order 113-5654744-1846640. We have 249.99 credited to your account, and the credited amount will be reflected in your account within 48 hours.
Why is this happening?
As part of our ongoing efforts to ensure a trustworthy selling experience, we regularly monitor refund requests for suspicious activity. We detected unusual behavior by the buyer that requested this refund, leading us to conduct a review of their request. Following that review, we have decided to reverse the refund that was issued.
Will this have any impact on my performance?
This refund reversal will not affect your performance history.
What do I need to do?
No action is required from you. It is possible that we could reverse this decision upon review, in which case we will notify you to reissue the refund. Do not attempt to re-issue a refund for this order unless we ask you to do so.
Thank you for selling in Amazon’s store.
Account Specialist
Amazon.com
www.amazon.com
Amazon told us NOT to refund!! Then we lose the case and all money after customer's AZ claim!!!!
The customer returned a total different product, which is defective. We tried to charge 90% restocking fee but the refund did not go through for several times (it happens alot). So we just keep trying. But then we received the email at the bottom.
It clearly told us not to try to refund the customer because they detected unusual behavior by the buyer that requested this refund. (it seems like amazon also found the customer was abusing the return policy)
So we just stop trying the refund. But a few days later, the customer filed AZ claim and we lose the case and customer was issued full refund for returning the total different item. We appeal the case, and amazon denied.
This is really ridiculous . If amazon doesn't told us not to refund, we would have just did a partial refund and we have very high chance not to lose the case with full refund.
Any chance to appeal this case and why would amazon advise us not to refund but then did something completely the opposite???
--------------------------------------------original amazon email: ------------------------------------------------------------
Amazon.com Order [113-5654744-1846640] - Refund Reversed
Dear Seller,
We have reversed the refund that was requested by the buyer for order 113-5654744-1846640. We have 249.99 credited to your account, and the credited amount will be reflected in your account within 48 hours.
Why is this happening?
As part of our ongoing efforts to ensure a trustworthy selling experience, we regularly monitor refund requests for suspicious activity. We detected unusual behavior by the buyer that requested this refund, leading us to conduct a review of their request. Following that review, we have decided to reverse the refund that was issued.
Will this have any impact on my performance?
This refund reversal will not affect your performance history.
What do I need to do?
No action is required from you. It is possible that we could reverse this decision upon review, in which case we will notify you to reissue the refund. Do not attempt to re-issue a refund for this order unless we ask you to do so.
Thank you for selling in Amazon’s store.
Account Specialist
Amazon.com
www.amazon.com
26 respuestas
Seller_OvL8C4BJWiuS9
Refund reversed-you were credited for the order. Was it refunded or not when you were trying or was this directly related to the A-Z claim?
Seller_V5l9UBkHDQEjb
yup. every once in a while an order doesn't get auto-refunded, so it falls on me. and of course, its always one where I need to do something specific. for example, just today I conceeded and fully refunded an order (sans outbound shipping) for an item that was returned under "wrong item sent" but wasn't the wrong item. I wanted to withhold return shipping, which randomly is and is not an option on manual returns. 45 minutes of seller support having no idea what to do and I gave up on recovering my 5 dollars (yes, absolutely not worth it, but sunk-cost fallacy of my time and all that.) they were telling me to not refund the order, and wait for an auto refund that would initiate after 48 hours so I could safet claim it. However, it had been 4 days since the item was returned, an auto refund was never happening. I knew if I got hit with an az claim I woulda lost the 5 dollars outbound shipping as well and had a ding on my account, despite them saying that wouldn't happen because of the case I opened, and I know because it happened before as well.
Seller_1Raegj7Zw0G2C
Next time, you can simply charge a 100% restocking fee, which may have been what Amazon requested of you instead of the 90% restocking fee you attempted to charge. By applying a 100% restocking fee, the case will be closed permanently and the buyer will not have the opportunity to file an A-Z claim.
Seller_3ytsKyY2oXqoP
rob from peter... to pay paul
Quincy_Amazon
Hello @Seller_PDgPqby9g0aaQ
Thank you for posting your inquiry to the Forums and for providing that order ID number. I am looking into it and will respond with any findings.
Regards,
Quincy_Amazon
Seller_uegrw9t4BikOA
"...we have decided to reverse the refund that was issued.", Amazon's email says they have reverse the refund. Did it show up in your account or not?
Seller_IFRrkIcoHoGF8
good luck. Amazon stays doing things that make zero sense. I just had a customer return a damaged electronics item. I filed a SAFE T claim with all the damaged pictures and I still got denied. WITH PICTURE EVIDENCE. I appealed and lost. Just took a $100 Loss as a seller for no reason because amazon allows customer fraud. Good luck.
Seller_FYNdoigJ1zzEy
This has happened to me a couple of times. I keep processing a refund, but the refund wouldn't go through. I finally get a similar email from amazon. IN theory, when amazon sends you that email, they do not deduct the refund. Your account will look like no action has taken place on the order. I think this is a good start in trying to protect the sellers, but a long way to go. Eventually this would probably be the biggest department amazon has operationally with the amount of buyer fraud going on.
