Buyer made an error opening a return for our item instead of another seller. When I queried them, after receiving the wrong item, they apologised and said not to issue the refund, but Amazon issued it anyway.
I raised a Safe-T claim which was rejected as tracking showed the item has been delivered. I have since appealed 7 times requesting that Amazon actually look at the messages from the buyer where they have stated more than once the return was an error and they don’t require a refund.
4 times the rejection message was identical - tracking shows delivery - but since then they have just been declining the claim without responding. Where do we go from here?
thank you for posting into our forum. Unfortunately, Amazon operates under a complete automation and they don’t have any guidelines and processes for one of a kind situations like this.
You will need to escalate the matter by messaging this account ont Twitter operated by the Senior Executive Seller Relations, who will assist you: x.com
Remember to be very polite and do not chase them - await a resolution.
After giving them the full story they have said “we’d suggest you to wait till you receive the order back to file for reimbursement, if applicable.” ffs
But was the item actually returned back to you? When the tracking shows delivery for a return, this means that the buyer returned the item. Or was this a FBA order? If it was FBA, then you should be credited if the buyer fails to return the item.
But a Safe-T claim rejection for the reason that the item has been delivered only happens in case when the return was delivered to your address. So, where was the item delivered?
It was delivered to me, but, as previously stated it wasn’t our item. The buyer sent us an item purchased from another seller, having opened the return on the wrong item.
And is the item you received more or less expensive? I understand it’s nit your item but a Safe-t claim should work. They will nirmally ask you for detailed photos / evidence though.
