Getting reimbursed for Amazon A-to-Z Guarantee claims

If you've been selling on Amazon for a while, you've probably received at least one dreaded A-to-Z Guarantee claim. This is the mechanism that enables Marketplace buyers to get their money back if they don't receive their merchandise, and the seller refuses to refund.

Sometimes, of course, the customer who files the A-to-Z claim has made a mistake. Often they've actually received their merchandise, and sometimes they receive it soon after filing the claim. Because of this, Amazon allows customers to withdraw their claim and have their card re-charged by responding to this language in the refund e-mail:

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Occasionally, we have found that the product eventually arrives after the claim is reimbursed. If you have received this order, please let us know by replying to this e-mail and placing an 'X' in the box below. If you are unable to place an 'X' in the box below, you are welcome to simply reply to this message and confirm that the merchandise has been delivered. Your confirmation of receipt will provide us with authorization to withdraw the claim and recharge you for this order.
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If only it were that simple. A reader, Lawrence, says it was a nightmare getting reimbursed by Amazon after a customer in Italy used this procedure to withdraw an A-to-Z claim for an expensive book. Lawrence had to write several angry e-mails before getting his money back. His story:

I sold a book to a nice Italian fellow and shipped it out the same day. Eleven weeks later, the customer reported to me he had not received the book. He filed a claim about 10 days later, and I refunded his money (about $40).

Last week the customer sent me an e-mail stating the book finally arrived, and he was very happy with it. He replied to Amazon's A-to-Z Guarantee e-mail (and CC'd me) and put the "X" in the box to authorize recharging his credit card. Very honest fellow!!

Several days later I inquired with Amazon.com to ask when I should expect the money in my account. They stated that the customer, while acknowledging that he had received his book, had to authorize the recharging of his card by "calling" their 800 number customer service line. I replied with the copy of the e-mail he had sent me.

I got stonewalled for another week by the Amazon reps. I continuously sent messages to every avenue possible on the Web site and through email, specifically pointing out that the customer had already given permission when he first replied to them. Finally, a third or fourth rep finally wrote to me stating that I would receive my money.

Here's the subtle e-mail that finally dislodged the funds from Amazon:

GREETINGS:

I SHOULD NOT HAVE TO BE WRITING TO YOU AGAIN AND AGAIN. I POINT OUT THAT YOU HAVE ALREADY SET UP A PROCEDURE TO RECHARGE MR. [DELETED]'S CARD THROUGH THE E-MAIL PROCESS, OF WHICH THE CUSTOMER ALREADY INITIATED. I DID NOT INVENT YOUR "PROCEDURE". NOW YOU ARE TELLING ME HE HAS TO CALL AMAZON.COM PERSONALLY BEFORE YOU WILL CHARGE HIS CARD? THAT IS NOT WHAT I READ IN THE E-MAIL THAT HE SENT BACK TO YOU, AND I DO NOT BELIEVE I SHOULD HAVE TO MAKE THAT REQUEST OF HIM. BY MARKING THE "X'', HE AGREES TO ALLOW YOU TO CHARGE HIS CARD. NOW, AM I JUST PLAIN IGNORANT, OR ARE YOU INVENTING, ON THE FLY, A NEW REQUIREMENT? I DO NOT SEE WHY I NEEDED TO BE INVOLVED IN ANY OF THIS.

THIS IS PREPOSTEROUS.

Before hearing this story from Lawrence, I hadn't known that buyers could easily have their card re-charged for the purchase amount. That seems to be a good reason to send all customers who claim non-receipt to A-to-Z first, instead of refunding directly. Unless, of course, Amazon has inserted some hidden requirement into this process, such as the customer having to "call" an 800 number. (Lawrence also suspects that a language barrier with the Amazon reps might have contributed to the confusion.)