I received an A-Z claim from a buyer from Colombia and I am selling on the Amazon US marketplace. Earlier today I received an email from Amazon saying the A-Z claim amount of $444 USD is denied and it won't be counted against our order defect rate. They said the buyer violated Amazon policy and the claim was filed out of policy with them.

But then I checked my return status on Amazon, it stated that the claim was GRANTED and the amount was deducted from my account!

1)The buyer claimed that it was different from what they ordered. (We do quality checks since this is a high-valued product and it's impossible that it's materially different). We asked the buyer to send us a photo of the product but they never did. We are also sure that the product is right and well-functioned.

2)We received a DHL package shipped back from Colombia and it had empty boxes and a card box inside. The buyer claimed that they returned it but come on! It's an empty box!

3) We received an email saying the A-Z claim was DENIED but WHY does it say it was granted on the Amazon A-Z page and it automatically refunded the buyer? (Plus the extra $20 shipping fee smh). Is amazon trying to trick me by saying it's denied through email and refunded the buyer secretly?

Last week A-Z was granted and we file an appeal. And TODAY Amazon told us the buyer provided them a tracking number but upon checking the Fedex tracking number is invalid. Amazon literally provided us with a fake FEDEX number and uphold the A-Z decision.

This is ridiculous and I cannot tolerate Amaon's behavior anymore.