Out of Policy return request fully refunded - Please assist
Hi, I really hope someone can assist with this case.
Order ID: 111-2396952-3429814
Deliver by: Mon, Mar 24, 2025 PDT
Purchase date: Sun, Mar 16, 2025, 2:50 PM PDT
Delivery Date by UPS: Fri, Mar 21, 2025, 5:52 PM PDT
Claim Info:
Claim date: April 30, 2025
Customer issue: Different from what I ordered
Customer comments: Item arrived too late, don’t need it
Why is this happening? The customer requested a return and you did not respond within 48 hours to the request, as required by our policy.
Ok, I see this happening a lot lately. With my case I did not receive any messages from the customer regarding this return, therefore there was nothing to respond to. The request came in through my "Manage Return" page and was automatically flagged as "Out of Policy" by Amazon, as I have automatic returns set up. Amazon did not provide the customer with a free shipping label because it knew it was Out of Policy.
Why did then Amazon Customer Service gave a full refund to this customer and made a false claim about me not responding to a message within 48hr. There was no message to respond to! I wrote my appeal stating all this, but naturally it was rejected.
Please help me with this case I am without money and the product. It's unfair. Thank you in advance.
Out of Policy return request fully refunded - Please assist
Hi, I really hope someone can assist with this case.
Order ID: 111-2396952-3429814
Deliver by: Mon, Mar 24, 2025 PDT
Purchase date: Sun, Mar 16, 2025, 2:50 PM PDT
Delivery Date by UPS: Fri, Mar 21, 2025, 5:52 PM PDT
Claim Info:
Claim date: April 30, 2025
Customer issue: Different from what I ordered
Customer comments: Item arrived too late, don’t need it
Why is this happening? The customer requested a return and you did not respond within 48 hours to the request, as required by our policy.
Ok, I see this happening a lot lately. With my case I did not receive any messages from the customer regarding this return, therefore there was nothing to respond to. The request came in through my "Manage Return" page and was automatically flagged as "Out of Policy" by Amazon, as I have automatic returns set up. Amazon did not provide the customer with a free shipping label because it knew it was Out of Policy.
Why did then Amazon Customer Service gave a full refund to this customer and made a false claim about me not responding to a message within 48hr. There was no message to respond to! I wrote my appeal stating all this, but naturally it was rejected.
Please help me with this case I am without money and the product. It's unfair. Thank you in advance.
3 svar
Dougal_Amazon
Hello @Seller_xt1ub5MECBjnx,
My name is Dougal from the Community Manager Team and I will help wherever I can on this issue. Thanks for providing all this information. When I review the order ID and return request, I am seeing the return was requested on 4/26/25 and as you mention here, there is no buyer seller messaging associated with this order. According to the Manage seller-fulfilled returns help page, Return requests that are out of policy or that belong to a category of products exempt from automatic authorization, such as some dangerous goods, will be sent for manual authorization. You must respond to manual authorization requests within 24 hours.
Did you receive an email alerting you to the return request?
Best, Dougal
