A to Z on a replacement
The customer requested an official replacement through Amazon but claims it never arrived. They then opened an A‑to‑Z claim, and Amazon debited our account, stating we had received the return and should have issued a refund. That is incorrect: the customer never returned the replacement, so no refund should have been granted. (We purchased the replacement’s shipping label through Amazon Buy Shipping.) Seller support and the A to Z team are incompetent and can't see this. Two case id 17637612461 17641280731 i will put a more detailed outline below. Looking for any mod help here. @Bryce_Amazon @Sandy_Amazon @Jim_Amazon @Danny_Amazon
Subject: Dispute of A‑to‑Z Claim – Refund Should Not Be Issued
Original Order (returned correctly)
Order ID: 112‑8668106‑7441836
Covered by the buyer’s A‑to‑Z claim
Buyer returned this original computer to us
Replacement Order (NOT returned)
Order ID: 113‑4703158‑8597010 – processed as a replacement
Shipped: April 9, 2025 via FedEx #287 386 765 946
FedEx confirms delivery to the buyer
Buyer has not returned this replacement unit
Issue
Amazon’s system appears to be refunding the buyer for both the original and the replacement
The replacement computer is still in the buyer’s possession
No refund should be granted for order 113‑4703158‑8597010
A to Z on a replacement
The customer requested an official replacement through Amazon but claims it never arrived. They then opened an A‑to‑Z claim, and Amazon debited our account, stating we had received the return and should have issued a refund. That is incorrect: the customer never returned the replacement, so no refund should have been granted. (We purchased the replacement’s shipping label through Amazon Buy Shipping.) Seller support and the A to Z team are incompetent and can't see this. Two case id 17637612461 17641280731 i will put a more detailed outline below. Looking for any mod help here. @Bryce_Amazon @Sandy_Amazon @Jim_Amazon @Danny_Amazon
Subject: Dispute of A‑to‑Z Claim – Refund Should Not Be Issued
Original Order (returned correctly)
Order ID: 112‑8668106‑7441836
Covered by the buyer’s A‑to‑Z claim
Buyer returned this original computer to us
Replacement Order (NOT returned)
Order ID: 113‑4703158‑8597010 – processed as a replacement
Shipped: April 9, 2025 via FedEx #287 386 765 946
FedEx confirms delivery to the buyer
Buyer has not returned this replacement unit
Issue
Amazon’s system appears to be refunding the buyer for both the original and the replacement
The replacement computer is still in the buyer’s possession
No refund should be granted for order 113‑4703158‑8597010
8 respuestas
Seller_4zBzdtgCyS9EI
according to some policy change last year, if the buyer does not return the first product, they will be recharged after 4 weeks and you will automatically be reimbursed. I would keep an eye on it though, I don't trust Amazon to pay a dime "automatically". But if 6 weeks after the return request was made, you don't find payment for that order, open a case.
Now the A-Z was for the replacement. Did you use Amazon shipping and was it in the hands of the carrier on time?
sorry, your timeline up there is confusing....
Seller_65SosQSNEbezj
@Glenn_Amazon@Sandy_Amazon Is there any help you can give with this?
Danny_Amazon
Hello @Seller_65SosQSNEbezj- and thanks for surfacing this situation. I was able to take a look into these order details and wanted to let you know I did connect it to our investigative team to request some additional review and assistance with the claim decision in this case. While it may take several business days, I'll be sure to tag you in this thread when I receive any update!
Thanks,
Danny
