Hi I sell small things like video games and consoles, and generally I have an upstanding account metric as well as reviews. I received an A-Z today, and was hoping if I could have any light shone on whether it’s worth fighting, or if I should just refund the Buyer.
About 2 weeks ago I received an e-mail through Amazon’s Seller Messaging service from a Buyer who had neglected to add the Unit # of their Apartment Building for their Order. This Order had already been Shipped, and since I am in Canada where we do not have tracking unless you spend $10 or more, there was no way I could intercept it and add any changes to the address.
I politely replied to the Buyer, and suggested he check with his front lobby to see if the mail had been left there by Canada Post. I did not hear back. Last week I received the Returned Item with ‘wrong address’ as the reason for the item being returned to my sending address. I decided to re-ship the Item, and notify the Buyer that it will take longer than usual to arrive, but I had re-sent it, and it will arrive within a week or two.
Today I received an A-Z claim from this Buyer, with out any further inquiries. In short it was straight to A-Z, no refund request or personal message. So, is it worth it to take this up with the high and mighty powers of Amazon, since clearly the wrong address was given (as proof through Amazon’s messaging) or should I just refund him and get on with my life?
Always Always Always represent an A-Z claim.
By refunding you are just admitting fault. And while their may be some fault from your actions (resending), you are always better off allowing Amazon to arbitrate.
Ordered on xx/xx/xxxx
Shipped on xx/xx/xxxx Via (Amazon shipping maybe) tracking number if used.
Exceptions in delivery (must be documentable, not you think this happened)
What you have done Resent via this carrier with this tracking number. Expected new delivery date.
Amazon may make buyer wait for delivery, May fund the transaction themselves, May say you messed up your fault.
And from now on any returns for missed deliveries. Refund the customer in full, apologize (even when not your fault) and have them re purchase the product.
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