Hi Community Managers,

I’m reaching out to the community and Amazon for help escalating a recent A-to-Z Guarantee claim that we believe was unfairly granted to the buyer.

• Order ID: 204-7958592-5926747
• Case ID: 11324861282
• Item Value: High (£373.99)
• Return Tracking Number: XE994059554GB
• Return Status: Delivered but Not Received
• Return Label: Auto-authorised and provided through Amazon's system
• Courier: Royal Mail (Tracked 48 )
• Royal Mail Investigation: Ongoing (Ref #06081337)

We filed a full appeal explaining that the return label was auto-issued by Amazon, the item was never received back, and that we are now suffering a total loss. Despite this, the claim was still granted in the customer's favor, and now we’re being penalised both financially and in our Order Defect Rate (ODR). We've acted in full compliance with Amazon’s return process and have taken steps to investigate the issue with the courier, yet we are left without protection. We’ve also requested that the ODR impact be removed, at least while the parcel investigation is active, but no adjustment has been made so far.

We would greatly appreciate guidance, support, or any escalation help, as this situation has created a loss that we feel could have been prevented or fairly mitigated.

Thank you in advance to the community and the Amazon team.

@Spencer_Amazon@manny_Amazon @Julia_Amzn

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