Returns Resulting in A-Z Claim against ODR
We have recently been seeing a trend where a customer is able to open an ATOZ claim - WHILE the product is still en-route to our warehouse after they started a return. We are very attentive to claims/ emails etc. and respond rapidly to these claims and have often had these claims either closed with a message conveying that the case was closed but we must issue refund, or the customer can reopen the claim OR simply the claim would be under review for a few days, and we would have the unit returned back to our warehouse. The problem we have here is that, as soon as the refund is processed by us - this ATOZ claim is automatically closed with an email "We do see you issued the refund, so we closed the claim but have counted it against YOU."
These types of A-Z claims should not count against my ODR. Can you please look into this for me?
Order #112-8069164-3407413
@Tatiana_Amazon
@Quincy_Amazon
Returns Resulting in A-Z Claim against ODR
We have recently been seeing a trend where a customer is able to open an ATOZ claim - WHILE the product is still en-route to our warehouse after they started a return. We are very attentive to claims/ emails etc. and respond rapidly to these claims and have often had these claims either closed with a message conveying that the case was closed but we must issue refund, or the customer can reopen the claim OR simply the claim would be under review for a few days, and we would have the unit returned back to our warehouse. The problem we have here is that, as soon as the refund is processed by us - this ATOZ claim is automatically closed with an email "We do see you issued the refund, so we closed the claim but have counted it against YOU."
These types of A-Z claims should not count against my ODR. Can you please look into this for me?
Order #112-8069164-3407413
@Tatiana_Amazon
@Quincy_Amazon
21 respuestas
Seller_vZd7MQUrncZzg
Seller_f4a7xAPCCSMqD
When they open the claim, are you responding to it right away, or are you waiting to receive the product back first?
Quincy_Amazon
Hello @Seller_vFSqNGJcIdSbD
Thank you for posting to the Forums and providing that order ID number. I am looking into it now and will respond back shortly with any findings.
Regards,
Quincy_Amazon
Seller_z4uE5P2y92SX8
This is one of my most frustrating types of A to z claims. If merchant receives the return and doesn't refund timely, Amazon's going to refund anyway. So there is absolutely no reason that these should be allowed to be opened. I usually reply and implore Amazon to close them right away so that when we refund it isn't counted against our ODR, but they rarely do. It's crazy that the system can't see that the return is intransit back to you and not allow the claim to be opened.
Seller_3xZhfSUQsfek8
I noticed this a while ago and reported to Amazon execs on LinkedIn. It seems the protocol was changed and Amazon's customers no longer need to contact sellers to start a claim (even though policy states this). We would prefer to work with the customer for a resolution, i.e. credit, reshipment, but that has been bypassed causing an increase in A-to-Z claims as well as SAFEt claims for items credited before receipt.
Seller_0t3yxK4t6EM7x
This has happened to me as well multiple times and I also posted about it. The damage from this happening is so great that I am forced to issue refunds now before the items arrive back. The return process is broken.
Seller_tp6vjqzMc5wdz
We have been having this issue off and on. Just got one today. Buyer opened a return and within minutes an A2Z claim was opened. We tried to contact the buyer but they had communications cut off. We could not even send them a message.
Seller_uA92wKzLFiLzk
I had a buyer recently open a return and then shortly after open a bogus A-Z claim. The claim has been open for 2 weeks. Now the item has been shipped back and it looks like i'm about to get an ODR on my account.
Seller_AR5i4Yb3HlQfn
We got similar issues from time to time. The customer may file a claim while the item is on the way back to us, or may file a claim on the same day the return shows delivered. We always feel awkward in dealing with this because this clearly violates Amazon's policy.
There is not much we can do: we may send an email and ask the customer to withdraw the claim and then we can process the refund without impacting our ODR; we may respond the case and ask Amazon to drop the claim temporarily and then we can issue the refund, etc. However, sometimes, it does not work and the claim was granted and the claim was counted against our ODR.
Seller_WxMrDKgBTd6qZ
Yes this is a trend that has been on going for months with our account as well. It's very frustrating.
