AZ CLAIM pending RETURN SHIPMENT: INCOMPLETE - Customer approved return, must complete or provide proof of tracking/delivery if alternate label is used. Restock and Postage Due.
Amazon please deny this claim the order is pending a return shipment that the customer is responsible for completing as the reason for their return is <insert return reason> . We approved their return and also provided a seller issued return label per request via FedEx tracking# <insert tracking# > which has not been activated and the return remains incomplete. The customer must complete their return shipment within 30 days as per our Amazon Returns Policy which has been provided to them upon approval of their return shipment. This is in accordance to Amazon guidelines, the customer is responsible for the return postage due and a restock of 25% based on the reason for their return as they are at fault per Amazon Returns policy. The customer is also welcome to return this using their own label or an Amazon pre-paid label if they chose, however they are responsible for providing tracking and or proof of delivery. Please deny this claim as the return is incomplete.
RETURN FEE APPLIED - WAIVE RESTOCK - POSTAGE DUE APPLIED
Please deny this claim as this matter is resolved, the customer issue was tied to a Return and the customer's reason for return is <insert return reason>, The customer is responsible for postage due <Insert Label Fee>. As a courtesy, we have waived the restock fee of 25% refunded <insert refund amount>. Our Return policy is available on our Storefront page under terms and conditions which are also sent along with our seller-issued Return labels per Amazon Returns Policy which we adhere to. Please deny this claim as this return was refunded appropriately and in accordance to Amazon Return policy as we are a third-party seller.
RETURN FEE APPLIED - WAIVE RESTOCK - POSTAGE DUE APPLIED
Amazon please deny and close this claim as this order was recently returned and the customer was found to be at fault as the reason for the return "Bought By Mistake" indicates the customer is the responsible party for this return and cause of the order deviation. We confirm the customer also requested to return this with our Seller Return Label and as such they are responsible for the postage due and a restocking fee also applied to their order and will remain. We have reviewed their return and will be happy to offer a courtesy refund of the remainder restock fee balance. A previous return refund was processed upon receiving and completion of our return process. We have refunded their remainder balance today in response to this claim however we are in no violation of Amazon Return policies and ask that you please close this claim with no impact to our ODR as again we processed the return refund in accordance to Amazon policies, thank you.
RETURN COMPLETED - WAIVED ALL FEES - Returned due to late shipment
Amazon please deny and close this claim as this order was tied to a delayed shipment that was then being returned by the customer. We have addressed the issue and have kept the customer up to date with our actions and efforts to resole this matter. We confirmed that this was received back into our warehouse and completed their return in full. Please deny and close, thank you.
ITEM NOT FOUND - Despite delivery confirmation.
The customer reported an issue with delivery. In this case, the tracking information indicates delivered and we have provided the customer with the proof of delivery as this order was delivered by our carrier FedEx Tracking ID# < inset Tracking ID> . We follow Amazon policies and guidelines and conducted a carrier claim and tracking from the carrier confirmed the order despite the customer did not receive the package. We follow and adhere to Amazon policies in such cases and we have provided more than sufficient information that proves order was actually received by the customer. We ask that you please deny and close this claim and that you do not count the claim against our Order Defect Rate.
DELIVERY DELAY CLAIM RESPONSE
Firstly we do apologize for the unexpected delay with your order as this is not what we intended but we are more than happy to resolve this matter. We're very sorry for the inconvenience and have taken action to contact the carrier to determine the cause of the delay and are working to get this shipment delivered. As we contact the carrier, we kindly ask that you please allow us to do our best to make this right by you. While we understand you've filed an A-to-Z claim due to the delay, we're happy and remain committed to resolving this matter. We ask that you please withdraw the claim so that we can work with the carrier and work to have this delivered.
If for any reason the carrier delay was due to either a lost and or damage issue, we'll refund you immediately and are happy to file a lost/damage claim with our carrier partners. However we kindly ask that you allow us to assist and make this right by you directly as the A-to-Z claim limits our abilities while we work with you and review the case with Amazon. Again, we take full responsibilities for any issues that either we, our partners such as Amazon, our carriers, or manufacturer partners have caused to impact your order.
Tracking:
Thank you,
Cameron C.
Autoplicity Customer Service Manager
Autoplicity - RMA Requested - Items were retuned to our location we are reshipping this back to you - PO#
URGENT COURTESY MESSAGE - PLEASE COMPLETE YOUR RETURN & WITHDRAW YOUR CLAIM.
This is a courtesy message to advise you that we happily approved this order for an immediate return and a refund to be processed once you've completed your shipment as the item is pending your return action and activation.
Your return was approved and we confirmed that our free seller-issued return label was granted for your convenience however you've filed an A-to-Z claim against this order which is pending your return shipment that must be completed within 30 days. We sent you several messages in response to your request to return this and provided our label as per your request.
While an A-to-Z claim may be helpful when dealing with an unresponsive or unhelpful seller, we assure you that as a small US based business, we pride ourselves in our quick response and efforts to do what is right for our valued customers like yourself. While we apologies for issues experienced with your order, we assure you that we've taken steps to address the problem and more importantly work with you to resole this. Our return guidelines and label was sent to you several times via Amazon Messenger and we also uploaded in Amazon Returns for your convenience to download and affix onto your expected return. So please withdraw the claim and do the right thing as we are more than happy to resolve this matter directly and will be happy to process a refund in full as all items must be returned before further action can be taken as this is standard practice in compliance with Amazon Returns Policy.
AUTOPLICITY RETURN APPROVAL - RMA#
RETURN TRACKING CARRIER AND ID -
CARRIER TRACKING LINK -
You can withdraw your A-to-Z claim here, we look forward to resolving this matter and ask that as we endeavor to do right by you, we kindly ask that you do the same and withdraw the A-to-Z claim and have reported this to our partners as the matter is simple and awaitng your return activation.
AZ CLAIM PENDING RETURN SHIPMENT - CUSTOMER AT FAULT
Amazon please deny and close this claim as there is an open return request which the customer is responsible and must complete their return shipment within 30 days as per Amazon Return Policy. We approved their return request and the reason and comments as to why this item is being returned indicates the customer is the responsible party and is at fault. We have approved their return label and provided our seller-funded return label for their convenience which they can use and will be held responsible for the return postage fees due if using our label. We will waive our return label and restock fee if the customer is returning this item back using their own label since it is their responsibility. They can use their own carrier and or purchase an Amazon return label as well however they are required to provide us the tracking and or proof of shipment if returning with an alternate label. Again we've issued our seller return label which we've uploaded in Amazon Return and also provided this directly via Amazon Messenger. At this time the return is expected however incomplete due to customer inactivity, a reminder has been sent to the customer to complete their return.
Seller-Issued Return Label Tracking ID: < tracking ID >
Return Status: The label was issued on < date >
INCOMPLETE RETURN - The customer has not provided return tracking proof and seller-issued label tracking remains incomplete.
FREIGHT FORWARD - AP/AZ NOT RESPONSIBLE FOR RETURN POSTAGE
If a freight forwarding service or hand-carrying is used to ship items internationally, the following applies:
Autoplicity adheres to Amazon Marketplace guidelines and policies. While we understand that there may be an issue with your order, we must apologize as we are not liable nor responsible for any issues that were reported after the order has been delivered. We only sell and ship our orders for domestic US purchases only, while you may have ordered this and shipped it to a third-party Freight Forward company, you have designated the third-party to receive the package on your behalf and any damage or issues cannot be determined caused by our carrier partners and we are not responsible for such issues. We apologize for any inconvenience however we would encourage you to seek damage claims from the freight forward company that you've designated to receive your order through this third-party. While we cannot stop people from ordering Amazon items and using freight-forward companies, you are doing this willingly and you are responsible for any damage, defect, material difference or loss that occurs to the goods after they were delivered to the freight forwarder. However, if a return request has been approved, you will be responsible for the return postage due and export goods to complete the return as this is in compliance with Amazon Return policies.
- Amazon won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to you or a freight forwarder. This means that Amazon isn't able to provide a replacement or a refund for any shipment taken outside of the U.S. by hand-carrying or using a freight forwarding service. If ordering from Amazon.com to deliver to a U.S shipping address, you should refuse the delivery of these goods if they arrive damaged and instruct freight forwarders to do the same.
- If you (or a freight forwarder you so designate) have a U.S. address, purchase goods from Amazon.com to be shipped to a U.S. location, and then subsequently export these goods, you or the designated freight forwarder are considered the exporter of these goods. You or the designated freight forwarder are solely responsible for compliance with all export and import regulations, including all U.S. export regulations and the import regulations of the destination country. Amazon must not be listed on any export documentation (e.g., export declarations, invoices, packing lists, air waybills, etc.). It is your responsibility to ensure the freight forwarder's most up-to-date U.S. address is used.
NO IMPACT TO ODR, GRANTED APPEAL TO CLOSE STATUS
Amazon while we are pleased that our ODR was not impacted by this order, we ask that you please appeal the status from Granted to Closed as we have complied with and follow Amazon guidelines. We replied and provided accurate information and confirmation that the order was delivered, we confirm and provided sufficient information that confirmed the order was received. Please appeal the status from Granted to Appeal without impacting our ODR, thank you.
CHARGEBACK OR CLAIM OUTREACH - APPEAL TO CX
Hello < Name >,
This is a courtesy message as we have not received any contact from you but have been alerted as you've filed a Chargeback claim without contacting us to report a problem with your order and would like to offer assistance and ask that you reconsider your actions and allow us the opportunity to address and resolve any issues that may have impacted your order. Communication is important and we pride ourselves in our quick service and are happy to hear from our valued customers such as yourself.
However your actions has negative impacts against us and we'd at least like to resolve this directly since we haven't heard from you and your actions are not necessary as we're happy to be of assistance. Please let us know if there was a problem with your order however before we're able to take action we'll need a little more information as to the reason for your request, please reply back and let us know a few more details so that we can resolve this matter and make this right by you. According to our records, the order shows that this was delivered, please reply back and advise which of the following issues is impacting your order.
ORDER TRACKING: < Insert Carrier Weblink to Tracking >
RETURN REQUEST - The Item it is not as expected, arrived too late, ordered wrong item/mistake, not as expected, no longer needed.
WRONG ITEM - The items that were delivered is either not the same or is the wrong item.
LOST/MISSING CLAIM - The order has not been found and could be lost/stolen/missing.
DAMAGE CLAIM - The order arrived but the item and or shipping appears to be damaged.
DEFECTIVE CLAIM - The item is not functioning as expected or appears to be defective.
Please reply back and let us know which issue best fits the problem with your order so that we can resolve this. In most cases we may need the item sent back prior to further resolution actions as this is standard policy, we'll be happy to provide our seller-issued return label for your convenience.
Thank you,
< Name >
Amazon we appeal this claim as this order was in fact delivered and it shipped overnight to the customer via FedEx tracking ID# < INSERT TRACKING >. The order was shipped on < INSERT SHIP DATE > and delivered to the customer on < INSERT DELIVERY DATE > to the address listed < INSERT ADDRESS >. We replied to the customer and adhere to Amazon's policies with regards to orders which have been reported as missing or not found despite the delivery confirmation with photographic proof of delivery. We have provided sufficient information that confirms the order was delivered and as per Amazon policy advises the customer to allow us 7 days to investigate however we did not hear back from the customer and presume the order was delivered as we had no response from the customer since our last update which we provided the proof of delivery on < INSERT REPLY BY DATE >. We ask that you please appeal this claim and ask that you at least ensure that this does not impact our ODR as this order was refunded in full already by Amazon. We have done nothing to violate policies and the order was delivered via FedEx Tracking ID# < INSERT TRACKING ID >.
The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.
Amazon we replied to the customer's order status request and confirm that this order was delivered via < INSERT TRACKING ID > which our records confirm was shipped to the customer on < INSERT SHIP DATE> and delivered on < INSERT DELIVERY DATE > which the order was < INSERT DELIVERY STATUS >. We adhere to Amazon policies with regards to orders that the customer claims is missing and not found despite the delivery confirmation that it was delivered. We provided more than sufficient information including the tracking for the delivery and proof of delivery provided with photograph confirmation of the delivery having been completed. We did everything in compliance to Amazon policies and we should not be held at fault for this as we have not violated policies and ask that you please appeal the claim status from granted to closed without impact to our Order Defect Rate.
