A to Z for INR automatically refunded, no notification

[dagsky]

Hey all, i've received an email telling me an a to z was granted to a customer for item not received. I'm a little baffled as i did not get a chance to respond to it & now worry about my metrics more than anything else.

Customer contacted me 2 days ago, can you let me know what's happened with my parcel. I look into it and can see that it's been floating in space for the last 10 days. I tell the customer i will get on to couriers asap & if i have no luck with them i will send out a replacement with a next day service. Keep in mind this happened over a weekend in UK and Monday was a public holiday. No further response from customer.

From the time customer opened a to z to time amz closed & issued refund is 3hrs! I don't sit glued to my pc so did not even know it happened.

Tracking was uploaded at the same time as marked as dispatched, label was not purchased from amz.

I see i have the ability to appeal it but wouldn't know what to say. Any help?

[byte]

Originally Posted by agent006140

it is the ten days delay which prompted AMZN robot to close the case.
you can try asking the buyer to refund you when he receives the goods,good luck

To refund him? not happening, neither is there a system for a buyer to pursue that.

Open a case with Amazon and try to have them reimburse you.

[Pedroalva]

Before amz was giving 3 days now the az claims close immediately

[dagsky]

I'm not so much worried about losing the money, i'm more worried about the metrics as this goes against me as an a to z claim. After i initially responded to the customers query i thought they're fine with waiting to see what happens after the holiday, but obviously they didn't read my message or they read it & weren't willing to wait, simply messaging me back saying refund & i would have no issues refunding immediately.

I'm not sure if i can appeal it, if i do on what grounds would i do so? Customer certainly didn't get their item, hell it still shows no progress till now!! Hermes DIE DIE DIE

As i don't do much volume on amz i'm now thinking the best way forward is to run a loss leader to up the number of sales so that i don't go over the 1% ODR & end up with a suspended acc.

[Pedroalva]

You can appel in the option , amz send a message where say if the metric is affected or not,
Seems now during the covid do not count the percentage

[Jigsaw]

Originally Posted by dagsky

I'm not so much worried about losing the money, i'm more worried about the metrics as this goes against me as an a to z claim. After i initially responded to the customers query i thought they're fine with waiting to see what happens after the holiday, but obviously they didn't read my message or they read it & weren't willing to wait, simply messaging me back saying refund & i would have no issues refunding immediately.

I'm not sure if i can appeal it, if i do on what grounds would i do so? Customer certainly didn't get their item, hell it still shows no progress till now!! Hermes DIE DIE DIE

As i don't do much volume on amz i'm now thinking the best way forward is to run a loss leader to up the number of sales so that i don't go over the 1% ODR & end up with a suspended acc.

As the item is not delivered, Amazon will not grant your appeal I am afraid. You need to first get in touch with the courier you used and find out what has happened to the shipment. If it eventually gets delivered, you can ask the buyer nicely to let Amazon know and they will recharge their card. If the buyer does not, then you can appeal with the updated tracking information.

[dagsky]

Trying to deal with hermes via parcel2go is like trying to explain something to ebay c/s Fingers crossed now that they pull their finger out & find it & deliver & hopefully then i might be able to appeal it.

The only thing i am led to believe amz is doing with covid is not suspending accounts till end of the month. I don't think they're not turning a blind eye for issues that occur during this period, unless i'm mistaken.

[Pedroalva]

Maybe they dont i hope so... on the other side they refund straight the buyer with az