Got hit with an A to Z claim, tried to appeal, not sure how to proceed because Amazon is silent
I’d like to share my experience selling on amazon and hopefully get some advice on how to proceed.
Customer bought item, breaks part of it, demands refund, I refused by closing the refund request, as I don’t believe it’s fair to damage goods and then ask a refund.
Customer makes an A to Z claim, week later money is deducted from my account, I tried to appeal, as of now not a single answer from amazon after countless emails, requests through seller central etc.
3. As of yet, a month since A to Z claim I have no item and no money and not a single reply from amazon: How to I get the item back? Should I contact the customer directly to salvage it? Is it normal for amazon not to give any answer or reply for a month straight? Any other channels I could reach amazon on?
More detailed version:
Early February I sold a steam generator with a control panel, item was delivered within 2 days, and 2 more days later I receive a message from buyer that he shattered the LCD control panel because it was the room became humid and it slipped, and he says the unit overall is “low quality” because it does not generate enough heat/steam for his application, I told him that the control panel is mounted on a bolt, if it was installed properly it would never slip, and also told him that the unit is rated for 12KW, and 12KW is what it provides, depending on room size and other factors it may not be enough. I told him I would refund, but since he already installed it and damaged the control panel it is not an option. However I would replace the control panel at cost. He still insisted on full refund, I refused and closed his refund request. A few days later I get this email from amazon:
We received an A-to-z Guarantee claim of YYY on order YYYYYYYYY.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.
What do I need to do?
We currently do not need any further information from you while our team investigates the claim. Once we have made a decision, we will notify you and the customer via email. However, if we determine that additional information is required during our investigation, we will reach out to you via email and you must respond within 3 calendar days.
They never contacted me to clarify anything, from our amazon conversation with buyer it was evident that the buyer damaged the item, he even sent photos how the screen cracked, I thought amazon would at least try to defend my point of view. I was wrong, because 5 days later money was gone and I received 2nd and last email amazon, after which I have received 0 support at all from amazon:
We have granted an A-to-z Guarantee claim of YYY on order YYYYYYYYY. We have debited the amount from your account and have counted the claim against your Order Defect Rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, the customer claimed an issue with the item(s) received and we determined that either the order was different than expected or there was an issue with the return for which you were responsible.
Has the claim been granted in error?
If you disagree with our decision and have new information for our investigation, please submit an appeal within 30 calendar days on your A-to-z Guarantee Claims page in Seller Central:
Of course I’ve appealed, but heard absolutely nothing since 1 month, now I’m just thinking of getting the item back and never dealing with amazon seller central again. Anyone have similar experience, any advice to give? If it makes any difference this happened on amazon.ae (United Arab Emirates amazon), the value of the item is around $800, not life altering, but still sucks to lose out of the blue.
Thanks for your attention.