A-Z Claim awarded for "damaged or defective item" - but customer trashed the product!
we lost A-Z claim for "damaged or defective item" - after Buyer used and abused the product.
Order ID: 111-0136335-7037819
basically the Buyer used our product like a free rental service - they took the bag on a trip, trashed it - smashed the zipper - and then claimed A-Z as 'defective' - who of course fully refunded.
we are sick of being used a free rental service, because AZ does not care to use any discernment when assessing the state of an item when a Buyer makes a claim.
we provided evidence that the zipper is bullet proof top of the line and virtually indestructible - teeth will only fall off these YKK zippers if they get slammed in a car door. they certainly do not 'fall off' under normal usage. we have bags over 20 years old with these zippers that are still going strong.
the item was plainly abused by the Buyer, surely we should not have to fit the bill after providing all our photos of ship labels, packaging, damage to the bag, - but no, AZ still denied us.💩
how does Amazon expect FBA to survive when they always back the scammers 🤦♂️
A-Z Claim awarded for "damaged or defective item" - but customer trashed the product!
we lost A-Z claim for "damaged or defective item" - after Buyer used and abused the product.
Order ID: 111-0136335-7037819
basically the Buyer used our product like a free rental service - they took the bag on a trip, trashed it - smashed the zipper - and then claimed A-Z as 'defective' - who of course fully refunded.
we are sick of being used a free rental service, because AZ does not care to use any discernment when assessing the state of an item when a Buyer makes a claim.
we provided evidence that the zipper is bullet proof top of the line and virtually indestructible - teeth will only fall off these YKK zippers if they get slammed in a car door. they certainly do not 'fall off' under normal usage. we have bags over 20 years old with these zippers that are still going strong.
the item was plainly abused by the Buyer, surely we should not have to fit the bill after providing all our photos of ship labels, packaging, damage to the bag, - but no, AZ still denied us.💩
how does Amazon expect FBA to survive when they always back the scammers 🤦♂️
8 antwoorden
Seller_M3psQMeKmMYkT
@Joey_Amazon thanks for looking into this. we also had very similar issue with Order ID: 113-0166349-5881824 where buyer treats us as free rental service, trashes the item, and then returns because they have abused and damaged the item.
both situations are well outside of normal warranty on faulty workmanship and materials.
thanks for your assistance
Seller_M3psQMeKmMYkT
incidentally, Order ID: 111-0136335-7037819, the Buyer also decided to return the item in a massive oversize box, way bigger than the item inside.
here is a copy of the carrier chargeback that we received from Amazon on top of the Full Refund
Amount already paid: $8.15
Total Charge from Carrier-$54.12
thats right $54 carrier chargeback charged to the Seller for return shipping, on top of non refundable Amazon fees, and giving the Buyer all their money back - in reward for free use and destruction of our fine product
Seller_zGoDlPZLneGhF
Disgusting act from that buyer - can you open a Safe-T claim? You might have to continually appeal the intial decisions because it seems the intial case/claim will always be denied in hopes the seller will eat the loss and go away.
Amazon refunded a buyer without having them open a return about 4 months ago, claiming defective or does not work.
When we chatted with a rep they continually said the item was non-returnable (a lie and complete nonsense). We opened a Safe-T claim, intial request was denied with the reason being that we had to wait 17 more days before opening a claim (uh what?) - the second claim was denied with no reason given - the appeal for the second claim was finally granted.
Keep fighting!
Seller_aV9yoRo24MdxL
I'm sorry you are going through this. Not to normalize it at all, because this isn't normal or fair by any means... But it is pretty standard business as usual at Amazon.
Sadly, you have to account for ridiculousness like this in your pricing. I keep telling everyone I know "free" returns aren't free. Someone pays and with Amazons easily abused return policy, ultimately at the end of the day, it will be the customers paying. Paying with higher prices overall and/or items not be available on Amazon because they cannot be sold profitably.
We've had to eliminate any sort of faster shipping options specifically because of this policy. Does that benefit customers? No we get calls everyday from Amazon customers wanting faster shipping. 1-day, 2-day shipping? Sorry, not possible with full outgoing shipping refunded for returns of any reason....
Danny_Amazon
Hello @Seller_M3psQMeKmMYkT- and thanks for highlighting these two order and claim scenarios.
I am sorry to hear you received the returns back damaged for both orders in question. I did want to share this relevant forums thread on Understanding restocking fees as it describes the process for applying a restocking fee to a refund when a damaged item is returned, which I understand can be upsetting.
In reviewing both these orders and claims, I can advise that it is important to provide a refund after a return is received, ensuring the appropriate restocking fee is applied to the refund, per this callout on the A-to-z Claims help page:
"The claim is automatically granted: Amazon will automatically grant the claim and debit the claim amount from your account in the following circumstances:
- The item was returned using a prepaid return shipping label and you failed to issue a refund within 5 days of receiving the return."
I hope this information helps manage future claim situations, and thank you again for posting to the seller forums.
Best,
-Danny
