Hello,

A customer placed an order with us to be shipped via "Next day" delivery option and paid an extra fee. The order shipped via Amazon Shipping , but delivered unfortunately after 4 days.

The customer contacted us the day they had to receive the order and complained about not receiving the order and we have issued a refund for the shipping fees.

After they received the order (as the tracking information indicates), they opened an A-Z claim. Amazon have granted the claim , however without a defect affecting the account. Although we appreciate there is no defect, we did not agree with the refund issued.

We have appealed the decision, but was denied.

Our argument was, why did they accept the claim and refunded the customer without asking them to return the order first?

We understand the order was not delivered in time, but why is Amazon allowing customers to keep the products , if delivered after the ETA has ended?

Thank you