advice on wording:withdrawal A-Z for refund

[user3657]

Customer sent back a different item, and opened an A-Z claim the day their return was delivered to us. We tracked this with serial numbers and kindly asked the customer to withdrawal their A-Z as they did not give us enough time to issue a refund and we informed them they returned the wrong item which is against Amazon policy.

Customer said they will withdrawal their claim if we promise to refund, but how can this be worded that we dont go outside of Amazon policy?

[TonyAlmeida]

Don't deal with that scammer anymore. Take picture of the received package in deatail and contact Amazon

[user3657]

A-Z rep wrote back with canned email saying since we received the return we have 3 days to refund the buyer or they will debit us.

waiting for their response but it seems Amazon doesnt care.

I would rather have buyer withdrawal claim and refund then Amazon refund them have it count. I am at 1% defect rate, one more - and who knows.

[e2free]

Originally Posted by user3657

A-Z rep wrote back with canned email saying since we received the return we have 3 days to refund the buyer or they will debit us.

waiting for their response but it seems Amazon doesnt care.

I would rather have buyer withdrawal claim and refund then Amazon refund them have it count. I am at 1% defect rate, one more - and who knows.

Amaozn don't care they will refund the buyer does not matter what buyer sent you back

They always support buyers

[frksmth]

Originally Posted by user3657

A-Z rep wrote back with canned email saying since we received the return we have 3 days to refund the buyer or they will debit us.



waiting for their response but it seems Amazon doesnt care.



I would rather have buyer withdrawal claim and refund then Amazon refund them have it count. I am at 1% defect rate, one more - and who knows.

I would call them and explain the situation to them. Amazon reps are known for not reading the emails properly. The email seller support is absolutely rubbish.


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[elmo]

I agree give them a call and then escalate it to a supervisor.

They should be able to help you out given you have proof the returned product is not the same product you delivered.

[e2free]

Calls will goto seller support whih is useless and AZ decisions made by seller performance team

Worth trying but due to time limit he will loose case anyway

[elmo]

You can escalate the call with a supervisor at seller support and they will send an email out to seller-performance which usually gets looked at the same day. Unlike trying to reach them via email, as they can escalate cases which have higher priority than email

[chaichaoyi]

Take the loss and move on. Your account is more valuable than the item value (I guess).

Fairness or ego are irrelevant wherever business interest is concerned.