Hello there!

We received an A-to-Z claim from a customer who claimed that an item shipping via LTL was not received. Tracking information shows that the carrier first attempted to contact the customer at the phone number provided to Amazon for scheduling a delivery appointment on 11/29 (expected delivery date was 12/3) and proceeded to call the customer daily for two weeks without an answer. Customer finally scheduled a delivery appointment on 12/13 for 12/16 only for the customer to later decide to cancel this delivery appointment.

In these cases where customers essentially have buyer's remorse after the order has already been shipped for LTL orders, we have no choice but to have the item returned back to our facility, which is quite expensive ($200+) so we should be able to deduct this high return cost from the refund as customer changed their mind after item had already shipped. I feel like we did everything correctly on our end, yet we're being punished simply because the customer decided they no longer want the item. I have tried appealing the case and provided complete information regarding customer's sudden change of mind, but Amazon is siding with the customer.

I have opened case 16895514431 to try for a second appeal, but this appeal was rejected too.

If any Amazon reps on here could please at the very least help take a look into this for us, it would be most appreciated.