Amazon problem

Inigo_Montoya

princessmoneysaver wrote: »

It was showing the option to cancel refund so I have done this, I am happy to refund once I've got item back which Amazon can see. I will be calling them tomorrow & hoping buyer does send item back like agreed.

if the buyer has their refund they probably wont return the item

Have Amazon refunded without charging you ?

IIRC it will say if they have if you look at the AZ claim details

princessmoneysaver

I have cancelled the refund. I am so confused by where the refund was coming from, I had no money in account as I requested disembursement a few days ago so I don't know if that's why it showed as pending & allowed me to cancel it.

Will see if item appears back here or if buyer/Amazon get in touch about the cancelled refund.

Inigo_Montoya

If Amazon decide to charge you for the refund then they will use the credit card you have registered on your seller account if they cannot take any funds from your seller account balance - I do not know if it will show as a negative seller balance or not (my guess is that it would) - perhaps someone else knows

As already mentioned I would go look at the details of the A-Z claim as it should state who is paying for the refund

For example my claim states

" ... Although the investigator's decision was in favour of the buyer, Amazon has reimbursed the claim ..."

this link might get you there
https://sellercentral.amazon.co.uk/gp/guarantee-claims/home.html/ref=im_azclaims_mmap_home

The other thing I remember is that after the AZ claim was made i was unable to withdraw the value of the claim from my account for about 30 days afterwards i.e. in my case the value of the claim was about £30 so for 30 days I could only requested a withdrawal for funds if my balance was more than £30 - this was despite Amazon paying for the claim - after 30 days they released the last £30 so I could withdraw it

princessmoneysaver

It doesn't say that anywhere, it says

Appeal Decision on Seller-Funded Claim

Does that mean I'm going to be charged? Now refund is cancelled surely they can't charge me?

I have sold something else tonight so once that is dispatched tomorrow I will have enough in account to refund if needed.

Inigo_Montoya

princessmoneysaver wrote: »

It doesn't say that anywhere, it says

Appeal Decision on Seller-Funded Claim

Does that mean I'm going to be charged? Now refund is cancelled surely they can't charge me?

I have sold something else tonight so once that is dispatched tomorrow I will have enough in account to refund if needed.

Unfortunately it sounds like they are charging you (i.e. because it says Seller-Funded Claim)



You clicking on the cancel refund button wont stop them charging your account

Now you have sold something else they will use the funds from the new sale to fund the refund to the other buyer

I'd try appealing the decision stating that you have not received the item back even though you offered to refund them when they returned it

amazon phone numbers
02070847911 0800 4961081

princessmoneysaver

Not been able to call today but buyer has messaged to say item is on it's way back to me. I have marked the new item (I sold yesterday) as dispatched but it's still not showing any amount out for the refund. I will see if I get item back then try refund & see what happens.

Inigo_Montoya

princessmoneysaver wrote: »

Not been able to call today but buyer has messaged to say item is on it's way back to me. I have marked the new item (I sold yesterday) as dispatched but it's still not showing any amount out for the refund. I will see if I get item back then try refund & see what happens.

Doing your own refund is probably a bad idea as Amazon should be doing one anyway so you could end up refunding twice

princessmoneysaver

There is no trace of the refund on my account coming from Amazon though, without copying the whole transaction here I'm not sure how to show you this.

Inigo_Montoya

princessmoneysaver wrote: »

There is no trace of the refund on my account coming from Amazon though, without copying the whole transaction here I'm not sure how to show you this.

With my claim that was paid by Amazon there is also no trace of it on my seller account transactions which makes sense for my case

They only evidence I have is the statement I mentioned in the A-Z claim

In my case when I go to the order details of the item that Amazon already refunded I *still* have a refund button months later even though the customer already has a refund from Amazon

If Amazon are going to charge you for the refund then my guess is that they have just not got round to doing it yet as you say you appealed the decision & they will not charge you while that is still pending - thats a good think as it means the buyer still has some incentive to return the item

Hold off refunding yourself as Amazon should be doing it for you & you don't want to refund the buyer twice especially from your own pocket - if your buyer starts asking where his refund is then just tell him your understanding is that because he started an A-Z claim that it will be Amazon who are processing the refund & that he need to phone them to chase it - you can also phone Amazon to confirm this yourself

have you found the amazon seller chat/advice boards yet ?
http://forums.prospero.com/am-uksllconnect

princessmoneysaver

I spoke to Amazon & it looks like they have refunded the buyer from my account. Amazon on phone said they would look into my appeal & get back to me.

Today I have had the following reply:-

We understand that you may not agree with this decision, but we will not be able to assist you further with this claim and there will be no further response to you via any method regarding this transaction.

On the good point I did get the item back today so at least I can resell it now.