Order #206-0419486-0972358

The customer requested a return due to personal reasons. We actively followed Amazon’s return process and provided support.

However, the customer did not use the official return channel and instead returned the item directly to our warehouse.

We have received the item, which showed minor signs of use and required only simple cleaning. According to policy, cleaning fees should be charged to the customer.

The customer refused to pay these fees and filed an A-to-Z claim. To maintain customer satisfaction, we proactively offered to cover the cleaning fee and fully refund the customer, while requesting Amazon to close the claim.

Despite multiple appeals and providing full evidence, Amazon did not close the A-to-Z claim and restricted our ability to process the refund.

Ultimately, the claim was approved in the customer’s favor, and our account was negatively impacted with an ODR.

We acted promptly and cooperatively throughout, yet still faced an unfair penalty.