Buyer requests return outside of policy, then A-to-Z for different reason and HAQM issued refund on $2,000 order
We recently had an A-to-Z claim filed for a $2000 item (Order # 112-2830046-4832213).
The customer's return request was made outside of the 30-day return window. Their initial reasons for the return were also completely different from the reason stated in the A-to-Z claim.
In messages, it went from "Not needed anymore/purchased accidentally" and then in the A-to-Z it was "Different from what I ordered".
Despite all of this, and despite providing HAQM with clear evidence of the late request and the inconsistent reasons, as well as stating we will accept the return if the item is UNUSED, our initial appeal was denied.
In our second appeal, adding insult to injury, we offered AGAIN to accept the return of the item, and we provided our return address. We were willing to make an exception to try and resolve the situation fairly.
Our second appeal, highlighting all of this again, was not denied. So HAQM not only refunds the customer $2,000, but lets them keep the item?!
Are you kidding me?! How is this even remotely acceptable or in line with fair business practices? A customer can violate the return policy, provide inconsistent and fabricated reasons for a claim, and then get to keep a $2000 item for free?!
In what world is this acceptable?! NO store in the world would ever allow this crap!! A FORCED $2,000 refund OUTSIDE of the 30 Day return policy, AND GETS TO KEEP THE ITEM!!!
This decision is beyond frustrating; it's infuriating. It feels like HAQM is actively incentivizing dishonest buyers and completely disregarding the rights and losses of its sellers. We followed the rules, we provided evidence, we even offered a solution outside of AMAZON's 30 day policy, and this is the outcome?
What recourse do we even have in such a situation? We are now facing a $2000 loss through no fault of our own, thanks to a system that seems to favor the buyer regardless of the facts. We can't even send another appeal. They just shrug it off as if a bot granting a $2,000 refund with no need to return is an acceptable resolution.
I am beyond disappointed and frankly questioning the fairness of doing business on this platform when such blatant injustices can occur. Any advice or shared experiences would be appreciated. So fed up with HAQM.
Buyer requests return outside of policy, then A-to-Z for different reason and HAQM issued refund on $2,000 order
We recently had an A-to-Z claim filed for a $2000 item (Order # 112-2830046-4832213).
The customer's return request was made outside of the 30-day return window. Their initial reasons for the return were also completely different from the reason stated in the A-to-Z claim.
In messages, it went from "Not needed anymore/purchased accidentally" and then in the A-to-Z it was "Different from what I ordered".
Despite all of this, and despite providing HAQM with clear evidence of the late request and the inconsistent reasons, as well as stating we will accept the return if the item is UNUSED, our initial appeal was denied.
In our second appeal, adding insult to injury, we offered AGAIN to accept the return of the item, and we provided our return address. We were willing to make an exception to try and resolve the situation fairly.
Our second appeal, highlighting all of this again, was not denied. So HAQM not only refunds the customer $2,000, but lets them keep the item?!
Are you kidding me?! How is this even remotely acceptable or in line with fair business practices? A customer can violate the return policy, provide inconsistent and fabricated reasons for a claim, and then get to keep a $2000 item for free?!
In what world is this acceptable?! NO store in the world would ever allow this crap!! A FORCED $2,000 refund OUTSIDE of the 30 Day return policy, AND GETS TO KEEP THE ITEM!!!
This decision is beyond frustrating; it's infuriating. It feels like HAQM is actively incentivizing dishonest buyers and completely disregarding the rights and losses of its sellers. We followed the rules, we provided evidence, we even offered a solution outside of AMAZON's 30 day policy, and this is the outcome?
What recourse do we even have in such a situation? We are now facing a $2000 loss through no fault of our own, thanks to a system that seems to favor the buyer regardless of the facts. We can't even send another appeal. They just shrug it off as if a bot granting a $2,000 refund with no need to return is an acceptable resolution.
I am beyond disappointed and frankly questioning the fairness of doing business on this platform when such blatant injustices can occur. Any advice or shared experiences would be appreciated. So fed up with HAQM.
0 replies
Seller_xRahkQoV5Zz2F
@Dougal_HAQMLets see how you do with this case.
Seller_xRahkQoV5Zz2F
@Dougal_HAQM Pretty much what I expected…. Nothing
Seller_roNdLQpqbVoOH
Your experience is all too common here.
We can only hope that the day will come when the FTC takes HAQM's unprincipled business practices seriously and cuts their legs out from under them.
In the meantime, some would suggest contacting local law enforcement in the buyer's town and filing a complaint there. Also, if USPS was involved, you could file a mail fraud complaint with them.
Perhaps advising your buyer of your intentions to do so might "help" the situation. Use snail mail if they do not respond via the HAQM messaging system.
I personally would not let this go without a fight.
Seller_yEy2MOxxy8zHX
Did you see it? No staff member has ever gotten back to you.
That's the problem we're facing.
They are ignoring these problems.
Seller_PUkvy1P4Clijo
They have 30 days to initiate a return after they received it. Then they have another 15-30 days to return it. HAQM makes their own return policies up, and don't follow their own policies. How long did they have it before i the return?
Seller_4K7eqIN4GuF2E
File for arbitration. You will not get help anywhere else.
Seller_bLpzUne3tRjkG
I once had a customer describe the book they ordered in messages with me, admitting they had it in their possession, then make an A-to-Z claim of 'item not received' when I declined to give them a refund. Of course HAQM still granted them the claim. Nothing surprises me anymore.
Seller_yYmMTCwJZOpvV
Welcome to amazon Stay small items low value or you will get hit hard with scams
Seller_EQlLF0v98bWcn
youre leaving out a lot of information here that would enable anyone to help you.
1.) what did amazon state was their reason for granting the claim and seller funding it?
2.) was the item shipped ON TIME and using amazon buy shipping? and by shipped on time I mean did it have a receiving scan by the carrier on the required ship date?
granted there are a LOT of scammers that buy on amazon (I deal with them literally daily) there are several reasons that amazon will overlook any fraud attempt/wrongful return/claim....and the majority of those reasons include not following proper protocol to enact A to Z protection.