These are mostly based on experience and the templates Amazon used to provide.
You should state near the end of the appeal whether you want Amazon to reverse their decision to take the refund from your funds, or just change the order defect rate impact. as an example if the customer definitely has not received their item, but hasn’t messaged you about it, you can’t claim for the refund as the customer is entitled to it due to non-delivery, but you could appeal to have the account defect removed as you were not given chance to fix it before the claim was raised
.
For all claims, start the appeal by describing the entire events of the order so far, replace anything in <> with the correct information for your claim, anything in are notes that should be left out:
Hello,
This order was placed on <01/01/1111>, it had a despatch-by date of <02/01/1111> [or “between date x and date y” for orders with a wide despatch window] and a deliver-by date of <03/01/1111>.
It was despatched on-time [leave out the “on-time” bit if it was late] with courier: and tracking ID: .
You can track this here: <www.wemailstuffbutthisisafakelink.com/AB0123456789>
The tracking shows on <03/01/1111> and includes <a photo of the customer’s cat sitting in the product’s box with the customer holding the item above their head and grinning> <and includes a GPS scan showing delivery to the address as per the customer’s order details>
[it’s “ok” to put the actual address here but is not advised, instead you should confirm that the item was delivered to the same address as per the order details, if you have asked the customer to confirm their address then do NOT mention that here, as even a hint that you didn’t take the address directly from the order details is reason enough for the claim to be rejected]
[From here if the claim is for anything other than non-delivery, you should add slightly more detail to clarify what the customer has complained about and why you believe you should not be held accountable for it. You should never say outright that the customer is wrong, for example in the template above for delivery proof it says “the tracking shows that the order was delivered on” instead of just “the order was delivered on”, this gives the claim handler an “illusion of choice” where leaving the idea that the tracking has a tiny chance of being wrong actually pushes them closer to thinking it’s correct then if you simply state that it is.]
[If the customer has returned the item, add this after the basic template above:]
The customer opened a return request on <05/01/1111>, they were provided a <unpaid/prepaid> return label automatically by Amazon’s system.
The return tracking shows: <that the customer posted the item on 07/01/1111> and that the item has <not arrived yet/arrived on 10/01/1111>
[if the customer has opened a return but not returned it, add this after the basic template]
The customer opened a return request on <05/01/1111>, they were provided a <unpaid/prepaid> return label automatically by Amazon’s system.
To date this has not been received back with us , we will provide a full refund once the item has arrived back.
[If the customer claims item was damaged, but they haven’t opened a return request]
The customer contact us on <04/01/1111> to indicate they had received a damaged item, <we responded <the same/next day> with xyz on <04/01/1111> > , We will look to provide a full refund upon receipt of the return.
[you should end each appeal with:]
Could you please look to reverse the decision to <charge us for this refund/count this defect against our account metrics>
Regards,