I have a question,hope someone here can help me here,thanks.One of my customer want to return a products,as he said the product is defective,I agreed and sent him a pre-paid return label,asked customer to send this product back for a full refund. However,few days later,buyer opened an a to z claim,said ” item not as describe ” and want return for a refund.
I sent a message to buyer asking why opened this a to z claim as I authorized his return request,buyer said I did not offer him a pre-paid return label,then I told him a return label was sent to his message few days ago,buyer checked his mailbox and finally find it,buyer apoligied then withdraw this A to Z claim,told me he will return this products this weekend by using the return label he just find in his mail box.
My questions is ,will this ODR hit my metric ? Even this A to Z claim was withdrawn ? Because I checked this forum and some seller said if you refund a buyer’s money back,even a withdrwan a to z claim will hit your ODR,is this true ? I have not refunded this buyer’ money back yet,but I will,because buyer said he will return the products this weekend,after I received,I will refund all his money back.Please give me some advise,Thank you.
When you check the Claims section on Seller Central, does the claim show as being Closed/Withdrawn? If a buyer agrees to withdraw the claim, that is great.
The issue you mentioned above from a previous post is likely the case if the claim was not closed prior to the seller issuing the refund. If you issue a refund on an Open/Pending claim, then yes a seller will lose by default; refunding while a claim is open will result in ODR impact.
You will want to make sure the claim is Closed/Withdrawn prior to you processing the refund. A refund on an order with a closed claim will not impact your ODR.
I can speak from personal experience. Amazon removed ‘Denied’ and ‘Withdrawn’ claims from impacting a seller’s ODR earlier in 2016. Doing a refund after a claim is withdrawn has been withdrawn does not impact our ODR. We have had 2 withdrawn claims since the new policy. We refunded on both after they were withdrawn and received the product back; no impact to our metrics for it.
You will be fine.
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