A-Z Following scheduled delivery - Customer provides invalid contact info

We have the same issue again not even a month after our Original post.

Order 202-5737953-1219561

Timeline of events:

1. Customer provides contact number on order for scheduled delivery.
2. The number is invalid
3. Courier cannot book delivery in with customer as they are unreachable (the number is the ONLY method we have via Amazon for contacting the customer)
4. Courier contacts us to try to contact customer, we contact customer via Buyer seller messaging with instructions to schedule delivery, and to let them know the contact number they have provided is invalid or no longer in use.
5. Customer provides new contact number for courier (ignores the scheduled delivery info we sent in the same message on buyer seller messaging)
6. We update the number with the courier and again state they need to book in the delivery, to which this request was ignored
7. Courier tries to contact customer on new number, twice, no response
8. Customer files A-Z claim stating "I’ve been waiting for this for well over the delivery time. They have the postcode and address, no excuses I’m now requesting a refund"
9. We appeal the claim stating the item is STILL waiting for the customer to action the schedule request as shown when placing the order, and on the order confirmation, at this point the delivery is still live and can still be booked in by the customer with the info we/the courier have provided 20+ times
10. Claim gets granted with the reason 'The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. In accordance with policy, valid tracking was required on this order.' which is lies as the tracking info was put on the order when it was dispatched, otherwise we would have a VTR defect (which we don't) or a late dispatch rate (which again we don't)
11. Appealed AGAIN stating all the tracking info is correct, provided screenshots of the delivery log with ArrowXL showing the communication attempts between them and the customer on both the original (invalid) number and the new one. A-Z comes back with 'We understand your position but we stand by our decision' within 5-10 mins of appeal being submitted.

-Why try to push scheduled deliveries for Heavy and Bulky items if the platform is not yet ready to deal with the requirements?

-Why are the A-Z team so ill informed on the procedures we follow to fulfil an scheduled delivery order, we have done EXACTLY as it states on our order requirements, it is like they think we are holding the order back for some wild reason??:

Clearly it states here that the courier or seller must contact the customer within the deliver by window.

The package was dispatched on Tuesday 21st Jan, as per the order requirements. ArrowXL first attempted to contact the customer via SMS on 22/01/2025 08:23, then every day till the order was cancelled.

We also sent 3x messages in buyer seller messages for the customer to book in the delivery, to which we had one response which was the updated contact number, this was provided to us 2 days PAST the deliver by window, how are we meant to arrange a delivery when the customer doesn't provide the correct info till after the delivery window has past.

So not only now are we £100 down in shipping costs for the outbound and cancellation, we have an order defect rate mark against us for 60 days.

Tried to reason with seller support over a chat for about 1 hour, and they could only reason that the claim went against us, hence the ODR, they could not take in the fact that the ODR clearly states that there was no valid tracking, which is not true. The case got 'Transferred' to the A-Z team in which again the case was dismissed with the standard 'We understand your position but we stand by our decision'

Surely something can be done about this.

I cannot fathom how Amazon SellerFlex uses ArrowXL, as their primary courier, yet they cannot get it right when FBM sellers use the same courier??

Surely the easiest answer the resolves most peoples delivery issues where the buyer claims "I didn't receive any notification it was coming" raking up thousands of pounds worth of redeliveries, or cancellations would be to ensure that when customers are ordering items that blatantly state that a carrier will contact you to arrange the delivery that the customer is mandated to confirm and validate the phone number they put in so that this does not happen. We must get at least 10 orders per week where the courier contacts us stating the contact number provided is invalid or out of use. Every time I log into seller central I am mandated to verify with an OTP, yet I am being penalised for an instance where the customer has provided an incorrect number themselves? Hardly seems fair.

Details on listing showing the buyer will be contacted by the courier to arrange a delivery date...

@Sarah_Amzn @Winston_Amazon @Roberto_Amazon @Angie_Amazon