Amazon paid an AZ claim made against me?!?

[DiamondDave]

A customer opened an AZ claim against me. They never contacted me before opening this claim so I sent them an email, within minutes of the claim being opened, asking for more information. After 6 days they still had not responded. I updated this information with Amazon since sellers have 7 days to respond to the claim. Later that day I received this email

"The buyer's claim was granted. We found no reason to believe that you are responsible for this claim, so Amazon.com reimbursed the buyer. Please consider this transaction closed."

Logged in to the account and sure enought the claim is closed and no money docked from my account.

Anyone else have this happen? Why would Amazon cover this?

Thanks
DD

[TonyAlmeida]

I think you can appeal for az claim

[quantum773]

It's happened to me several times. Be happy that they didnt take it out of your account. Amazon tends to be super nice to their buyers even if you're not responsible for it.

[beatingebay]

They ALWAYS DO! I have never ever won a A_Z case had 3. Best thing to do is refund them in full. The a-z is worse than negative feedback. The customer service rep told me we are very customer friendly at amazon. In other words customer is ALWAY RIGHT!

[TonyAlmeida]

I have total 3 az case recently and won all 3 off them. May be lucky me

[DiamondDave]

Originally Posted by TonyAlmeida

I think you can appeal for az claim

There really is no need for me to appeal. Amazon paid the customer back with Amazon money. Just thought that was weird.

I think it was a scam by the buyer. They never sent me an email and opened a claim. An honest person would sent an email first.

I was just surprised they did rule in the buyers favor and charge me back for the money. Which is what they usually do.

DD

[n8zzz]

In my experience, they'll do this often times when multiples of these criteria are met:

1. item price is pretty low
2. buyer opened return request, but did not respond to seller's messages with instructions/details + #1
3. buyer claimed in the return request something that would lead one to believe that the item was bought incorrectly by buyer (not claiming defective) + #1, #2
4. buyer opened a-to-z without any prior contact AND a-to-z is non descriptive + #1

In general it seems that Amazon is willing to take the heat in order to resolve something with a customer quickly rather than lose the potential customers, so long as it's not too much money out of their pocket (I'm guessing around $25).

However, Amazon most likely would not do this for customers who are creating their 2nd or 3rd a-to-z claim this month.

[GreenBean]

Originally Posted by DiamondDave

I was just surprised they did rule in the buyers favor and charge me back for the money. Which is what they usually do.

DD

I got told by an amazon rep that if I could prove I was not at fault for an issue, amazon will (often) cover a refund.

Has worked x2 for me.

[Gamefreak]

i have won several cases like that and lost a few with amazon refunding as well.

If you ship on time and it is delivered usually they will refund the buyer and you wont have to pay

[jeffweico]

This happens from time to time. Basically, they want to keep the customer happy for whatever reason (the one that comes to mind is that maybe the customer spends a lot of money with them) and realize what happened is not the seller's fault. So, Amazon takes the loss.

Keep in mind, they won't do this if there are issues with your product (quality) or if you don't work with the customer.

At least, this has been my experience.

[lyl797]

Ya, AMAZON does this from time to time.
However, correct me if I am wrong, the A-Z claim stays and it still impacts ODR .. Which is not a good thing.


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