Dear forum Mods @KJ_Amazon

Normally I understand Amazon's decisions over A-Z Claims. But I would like to request a review on an A-Z claim we lost for orer #112-9708978-4187417 as I sincerely think this has been lost unfairly.

• Return was automatically accepted (December 30th 2024)
• We uploaded a .jpg free prepaid return label within 24 hours on the return request. (December 31st 2024)
• Customer contacted Amazon support to get a FREE RETURN LABEL? and a QR Code if possible (we can't) (January 1st 2025)
• We upload a PDF return label through buyer/seller messages (January 2nd 2025)
• Customer says the return label isn't complete (?) (January 4th 2025)
• We upload again another valid return label (January 4th AND January 14th after A-Z Claim was filed)

• We lost the A-Z Claim because "We have found that an invalid tracking ID was provided for the prepaid return label that was uploaded in the return request of this order. "
• We constantly get "There was a system error. Please try again in 15 minutes." when modifying a return request. On Chrome, Firefox, clearing browser cache, etc.
• We also lost the appeal because "you did not respond to the buyer’s return request before the claim was filed." which is simply untrue.

I feel like we should not lose 160$ USD and have our ODR impacted because the customer was not able to print the PDF return label or specifically wanted a QR code.

Could you please send this for further investigation?

Thank you

A.