A-to-Z Refund Issued Without Return - Seller Left with Full Loss
Hi everyone,
I'm very frustrated right now and hoping to get some advice or help.
A customer claimed that the GPU they bought from us was defective — but this happened after the HAQM return window had already closed. I followed HAQM policy and told the customer to contact ASUS directly for warranty service, which is what we’re supposed to do for hardware outside the return period.
The customer never returned anything to me — no label created, no tracking, nothing received. But HAQM still refunded them fully through A-to-Z, even though I never got the item back. So now the customer has both the full refund and the GPU. I basically lost both the money and the product.
This seems like a clear violation of HAQM’s own policy that says the buyer needs to return the item before any refund is issued. I submitted an appeal explaining everything, but it was denied.
I feel completely helpless right now. I did everything correctly, but in the end, I’m left with a total loss. Has anyone dealt with this before? Is there any way to escalate this further to Seller Performance or Executive Seller Relations? I don’t know what else I can do.
Thank you for reading.
order: 113-1927605-2957849
case id: ID 17857034171
A-to-Z Refund Issued Without Return - Seller Left with Full Loss
Hi everyone,
I'm very frustrated right now and hoping to get some advice or help.
A customer claimed that the GPU they bought from us was defective — but this happened after the HAQM return window had already closed. I followed HAQM policy and told the customer to contact ASUS directly for warranty service, which is what we’re supposed to do for hardware outside the return period.
The customer never returned anything to me — no label created, no tracking, nothing received. But HAQM still refunded them fully through A-to-Z, even though I never got the item back. So now the customer has both the full refund and the GPU. I basically lost both the money and the product.
This seems like a clear violation of HAQM’s own policy that says the buyer needs to return the item before any refund is issued. I submitted an appeal explaining everything, but it was denied.
I feel completely helpless right now. I did everything correctly, but in the end, I’m left with a total loss. Has anyone dealt with this before? Is there any way to escalate this further to Seller Performance or Executive Seller Relations? I don’t know what else I can do.
Thank you for reading.
order: 113-1927605-2957849
case id: ID 17857034171
6 replies
Seller_OvL8C4BJWiuS9
Keep appealing or creating cases until you get a resolution that is not an automatic denial.
Seller_a4veqxfRYWHbF
@Glenn_HAQM, @Joey_HAQM, @Danny_HAQM, @KJ_HAQM
Tagging some Mods for you. If you don't hear from any of them, keep tagging others and hopefully eventually you'll get one to look into this further for you.
Seller_lCX40xAkSs1xm
Did you buy shipping through HAQM and hand the parcel off to the carrier by the required ship date?