What to do now that the customer has the product and refund?
Back in April 2020, a customer bought quite an expensive product from us for $550 USD.
The customer proceeded to message us to tell us they ordered it by mistake, so we messaged them back and told them to cancel the order, and cautioned that tomorrow will be the last day for shipping and if they do not cancel it we will have to ship it out.
The customer never cancelled it and wanted to return it back to us three months later. Amazon’s return policy for returns states the seller does not have to accept any returns past 30 days, and this was many past 30 days.
We still allowed the return due to circumstances from the customer and watied patiently for the package. The package never came to us.
The customer filed an A-to-Z claim, which got denied. They then filed a chargeback, which also got denied.
The second time they filed a chargeback it got approved, and we had to refund the entire amount out of pocket, even though we never received the product back.
I have been dealing with this case for several months now, and made many cases with seller support and emailed various different amazon teams, such as chargeback, suspect abuse, Jeffrey Helbling, Dave Clark, and also filed a Safe-T claim, which I’m not sure will do anything for my case.
Does anyone have any suggestions on what to do next? I feel I’ve been going in circles for months with seller support, and essentially getting nowhere.