Amazon Customer Support Chat Transcript. 20250317.
Aillen has joined the chat.
**Chat not transcribed/included in this post**
Me: I just don't trust it now. I don't want a repair, I want to return for refund.
Aillen: I understand you with that, D****** and i know how is the feeling like this. Please stay with me while i'm working this with my lead.
Me: ok
Aillen: Kindly stay with me, D******.
Me: yes
Aillen: I will update you here.
Me: I just received a message that says "we have closed your claim for the order because it is not eligible under the A-Z guarantee".
Aillen: Oh when did you receive that?
Me: Just now. the reason stated is that the item I received matches the description. Sure, but it's defective.
Aillen: I understand you with that, i'm still working this with my lead. No worries we will help you here.
Me: (copy and past of email received) Hello, We have closed your claim for the order [order #] because it is not eligible under the A-to-z Guarantee. The A-to-z Guarantee protects buyers when they do not receive an item or an item does not match its description. Although we understand your disappointment, you received the item and the item matched its description. To learn more, go to "A-to-Z Guarantee": https://www.amazon.com/gp/help/customer/display.html?nodeId=201889410 -- Date of claim: March 17, 2025.
I am extremely worried.
Aillen: Yes, I understand. Kindly please bear with me i am still working this with my lead. I will update you here.
Me: ok
Aillen: Sorry for keep you waiting, D******.
Me: i'm here.
Aillen: Yes, I am still here. Please extend your patience, D******.
Me: ok.
Aillen: Thank you so much for staying with me here, D******.
Me: yes.
Aillen: As per with my lead we have a good news for you, we can still file you a A-Z claim for refund, D******.
Me: ok. a second one?
Aillen: And you will receiving an email confirmation about of this.
Me: That will be immediately denied? That's what just happened. Though (due to it happening so fast) I think it might have been an automated denial.
Aillen: also once our investigation team done to review this your refund will be process back to your Original payment within 5-7 business days. Kindly disregard the email that you receive earlier, we just file your A-Z claim now.
Me: ok
Aillen: It was already submitted, D******. Please check your email if you already receive the email for A-Z.
Me: Yes. that seems like a good idea to confirm receipt before ending the chat.
Aillen: Thank you so much, D******. No worries we will make sure this is taken care of. We will not let you empty here :).
Me: No confirmation yet.
Aillen: One moment please, i will check it with my lead.
Me: ok
Aillen: Thank so much for waiting with me here. As per with my lead could you please check your email again?
Me: yes. there is no email.
Aillen: Thank you so much for checking it again
Me: so far I only see the email that says an the a-z claim that was filed is closed because it does not qualify.
Aillen: Sorry for the confusion here, D*****
Me: "Your claim for the order [order #] has been closed because it is not eligible under the A-to-z Guarantee, and you have received the item that matched its description". Only that one.
Aillen: As we double check it here with my lead, we already submitted your A-Z claim for refund and the email confirmation will be receive to your email within 24 hours. Please disregard that email since our system give us an option to file. Would that be okay for you to wait the email within 24 hours?
Me; So I should end the chat and get back to you if I don't get a confirmation?
Aillen: I can leave a note here about of this also, but no need to worry i can assured with you that my lead already done file here on our end. Again my apologies for the inconvenience that this caused you here. And i hope that my effort to correct the situation is to your satisfaction.
Me: ok. But I'm not satisfied yet. I'll be satisfied if/when I receive a refund.
Aillen: Also may we have your email address associated here in Amazon so we can make sure that you will receive the email?
Me: [email address]
Aillen: Got it thank you so much. Also as per with my lead it will take 24 hours for you to receive the email. I hope you understand. Again my apologies for the inconvenience that this caused you here, D******.
Thank you also for bringing this to our attention and thank you for letting me help you. I hope that I was able to put a smile on your face. Please let me know if there anything else I may assist you today? Got it thank you so much.
I understand you here, D******. However we already file you a A-Z refund on our end already and our investigation them will investigate this then you will receive an email again within 7 business also about your refund. I can confirm with you also that the email will be sent to the email you provide with me.
PPP #54
