We issue a refund, but refund is NOT processed further by Amazon.
It is obvious that once in a while a buyer returns the item for a refund. Every single time upon receipt of the item we process a refund within a 24-hour time period after receiving the merchandise back from the customer and we keep the refund transaction record that has the amount refunded, the customer info and the date. Despite the fact that we process a refund on our end, in almost 50% of refund cases the refund is NOT processed by Amazon. The customer doesn't get their money back. It simply shows the status as if the refund had never been processed.
However, we always have dated proof on record that a refund has been processed from our end. Dissatisfied customers always file an A-to-Z claim. Amazon refunds the money to the customer through A -to-Z claim and records the claim against our company records. When we file an appeal with Amazon with only one request - "to remove the strike from our ODR, and provide documented proof that we have, in fact, processed a refund to the customer in a timely manner, we ALWAYS get an appeal denial.
So, below is the order of events.
1. Buyer files the return request.
2. We process the refund upon receipt.
3. The refund is NOT processed further by Amazon.
4. Buyer files A -to-Z claim.
5. Amazon refunds the buyer.
6. Amazon includes the claim in our order defect rate and performance metrics as if this is our fault.
7. We appeal the decision of A-2-Z claim a negative impact to our record.
8. Amazon denies our appeal.
This is a serious issue that prevents us from conducting business well and places extra expense burden on our business operations. No matter what we do, Amazon does not provide a solution. This situation lasted for several months. We're not the only vendor on Amazon suffering the consequences of this issue. There are many. Any advice?
We issue a refund, but refund is NOT processed further by Amazon.
It is obvious that once in a while a buyer returns the item for a refund. Every single time upon receipt of the item we process a refund within a 24-hour time period after receiving the merchandise back from the customer and we keep the refund transaction record that has the amount refunded, the customer info and the date. Despite the fact that we process a refund on our end, in almost 50% of refund cases the refund is NOT processed by Amazon. The customer doesn't get their money back. It simply shows the status as if the refund had never been processed.
However, we always have dated proof on record that a refund has been processed from our end. Dissatisfied customers always file an A-to-Z claim. Amazon refunds the money to the customer through A -to-Z claim and records the claim against our company records. When we file an appeal with Amazon with only one request - "to remove the strike from our ODR, and provide documented proof that we have, in fact, processed a refund to the customer in a timely manner, we ALWAYS get an appeal denial.
So, below is the order of events.
1. Buyer files the return request.
2. We process the refund upon receipt.
3. The refund is NOT processed further by Amazon.
4. Buyer files A -to-Z claim.
5. Amazon refunds the buyer.
6. Amazon includes the claim in our order defect rate and performance metrics as if this is our fault.
7. We appeal the decision of A-2-Z claim a negative impact to our record.
8. Amazon denies our appeal.
This is a serious issue that prevents us from conducting business well and places extra expense burden on our business operations. No matter what we do, Amazon does not provide a solution. This situation lasted for several months. We're not the only vendor on Amazon suffering the consequences of this issue. There are many. Any advice?
9 respuestas
Seller_d4X0mWbFce5ps
Additional information to the above post. As the result of Amazon not allowing refunds to buyers and not providing a solution our negative performance metrics has increased. It is currently at 0.61%. It is is approaching to a critical 1%. Our company is not the only one suffering the consequences of this situation. Any advice will be appreciated.
Quincy_Amazon
Hello @Seller_d4X0mWbFce5ps
Thank you for posting your inquiry to the Forums.
I came across your thread and wanted to inquire, wen you process the refund, do you receive an error message to indicate the the refund did not go through? In those instances, I would suggest opening a case with our Support team immediately to troubleshoot the concern (including the dated proof that you mentioned). This way, the support team can review whether there is any technical concern that might cause the refund not to process.
Regards,
Quincy_Amazon
