A-Z claim for already refunded order, for the tax amount that Amazon already withheld from us
We have a seller-fulfilled order where, after communicating with the customer via Amazon messaging, we have issued a refund (the subtotal for the items).
A few hours later, the customer filed an A-Z claim for the remainder that has yet to be refunded - the tax, which the system on Amazon is supposed to automatically refund after we issue the refund for the subtotal. For the order, the tax is collected and remitted by Amazon, so we do not have any involvement in the tax. We do not have the ability to refund the tax - that is Amazon's role.
Therefore this shouldn't have been an A-Z claim to begin with, and regardless of the reason for the claim and the outcome, the tax should not be deducted from us when the tax amount was never given to us to begin with (as it was withheld by Amazon at the time of the order).
The A-Z team continues to fail to address this simple point.
Cases #17129228021 & 17150321601
@Nano_Amazon
@Roberto_Amazon
@Joey_Amazon
@Quincy_Amazon
@Dominic_Amazon
@Tatiana_Amazon
@Danny_Amazon
@KJ_Amazon
@Jameson_Amazon
@LeviDylan_Amazon
@Blake_Amazon
@Glenn_Amazon
@Topher_Amazon
@Bryce_Amazon
@Rose_Amazon
A-Z claim for already refunded order, for the tax amount that Amazon already withheld from us
We have a seller-fulfilled order where, after communicating with the customer via Amazon messaging, we have issued a refund (the subtotal for the items).
A few hours later, the customer filed an A-Z claim for the remainder that has yet to be refunded - the tax, which the system on Amazon is supposed to automatically refund after we issue the refund for the subtotal. For the order, the tax is collected and remitted by Amazon, so we do not have any involvement in the tax. We do not have the ability to refund the tax - that is Amazon's role.
Therefore this shouldn't have been an A-Z claim to begin with, and regardless of the reason for the claim and the outcome, the tax should not be deducted from us when the tax amount was never given to us to begin with (as it was withheld by Amazon at the time of the order).
The A-Z team continues to fail to address this simple point.
Cases #17129228021 & 17150321601
@Nano_Amazon
@Roberto_Amazon
@Joey_Amazon
@Quincy_Amazon
@Dominic_Amazon
@Tatiana_Amazon
@Danny_Amazon
@KJ_Amazon
@Jameson_Amazon
@LeviDylan_Amazon
@Blake_Amazon
@Glenn_Amazon
@Topher_Amazon
@Bryce_Amazon
@Rose_Amazon
16件の返信
Seller_E9mnbPgZmz8AZ
Are there any updates to this? A-Z continues to deny the appeal without actually addressing the tax (which was withheld by Amazon and so should not be subjected to A-Z in the first place).
@Nano_Amazon
@Roberto_Amazon
@Joey_Amazon
@Quincy_Amazon
@Dominic_Amazon
@Tatiana_Amazon
@Danny_Amazon
@KJ_Amazon
@Jameson_Amazon
@LeviDylan_Amazon
@Blake_Amazon
@Glenn_Amazon
@Topher_Amazon
@Bryce_Amazon
@Rose_Amazon
Seller_zc50DVO3FE5fz
First - your post is missing important information. You didn't say the result of the claim - has it already been granted? Or is it still in process?
For reference - we've also had similar experiences with tax. Sometimes the customer looks at the refund before it's officially gone through, and sees the tax hasn't been refunded. In all of these cases, the tax gets refunded once the refund is officially processed by Amazon. We just tell the customer to be patient and the total with the tax will be refunded once Amazon fully processes it.
We haven't received an A-Z claim in those situations, but if we did, we would hold off on responding until the refund goes through and shows the tax is refunded, as long as time allows. Then we would response that the claim was solely about sales tax being refunded, and that is not the seller's responsibility, and it should be removed from ODR since anything that is fully in Amazon's contro, and all tax issues,l should not be counted towards the seller.
Seller_Qmo9DtQcVdWOv
post.
Sounds like a new way for malicious actors to steal money tbh. Buy items with high tax amounts, refund, a to z the tax. Profit the amount tax would have been.
Seller_aEzr9PjpfpuxN
So when you issue a refund the customer will see you only refund the item amount but no taxes. it is not until the refund is processed by Amazon with the customer see the total amount with taxes included. I have received negative feedbacks for this and it's not even my fault it all on Amazon and of course when you explain this the customer will call you a thief and a crook and that you are lying.
The only thing you can do is state you have processed a refund for the customer. Unfortunately you get hit with a ODR defect
Seller_X0tubYGTafaKM
I know your problem, but you should try to appreal in another way. The reason why Amazon system made it "granted", is just because the system noticed that the money was refunded when the A-z claim is open. Amazon didn't refund the money to the buyer immediately when you made the operation on the platform. There are some delays. Unfortunately, Amazon just refunded the money to the customer when he opened the claim.
So you need to make it clearly to Amazon that you have already refunded the buyer before he opened the A-z. And it's the Amazon system delay that made it wrong. There is a time stamp if you ever offered the refund screenshot and then another time stamp when you received the A-z claim.
The last suggestions for this situation
Offer the refund screenshot when you make it, and also tell them the tax part would be auto refunded by Amazon later.
Seller_9EdlrqgJyv25K
My experience was similar, and I successfully got the claim reversed: The customer filed a claim for the tax amount, but as per Amazon’s policy, tax is collected and remitted directly by Amazon. Sellers do not receive tax payments and cannot refund tax. I have already refunded the subtotal to the customer, as shown in the transaction, Reports > Payments > Transactions and filter for the order (add the details found there). Since I did not handle the tax, I coulnt not refund it to the customer. This is Amazon's responsibility. Thank you. Just make sure your transaction details are clear, and you should be able to reverse the claim.
