Recently a buyer purchased an £500 iPhone. They contacted us to advised that the phone was faulty due to a display problem. We advised to open a return. The phone was received back and the screen was smashed. (Done whilst Buyer was using as the phone had been setup and their details were on it.)

We contacted the buyer to advise this is not covered under warranty so they immediately opened an A-Z claim.

Amazon asked for additional information and stated we had 72 hours to supply. All requested information was given and within 44 hours we received an email advising us to return the item to the customer, upload tracking to Amazon and we had 72 hours to do so.

Then just 9 minutes later the A-Z claim was closed with a defect applied and full refund to the customer as we had "you have not provided the locked device return tracking number as requested."

Numerous appeals have been lodged but Amazon will not admit culpability. So we are posting in here to let people know that 72 hours can actually mean just 9 minutes