The buyer ordered an item, made return request on 18th May and made a claim on 23rd May. We tried to contact customer when we received the request however the the buyer chose the setting on buyer's end not to receive messages from the seller.

The reason for the return is "Product not strong as expected. Sorry", so we need to figure it out if the item was damaged or something wrong with the pieces, but we cannot reach out with the customer as previously said. So we tried to check the return tracking number and see if the buyer return the item so that we can offer full refund, all we think about is to get this issue done after all. However on the return request, we did not see any return tracking number, this is ridiculous.

Finally, we lost the claim, because the amazon said "The A-to-z Guarantee protects customers when they buy items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If customers are unsatisfied with either and cannot reach a resolution with you, they are able to file a claim with us."

We definitely know that the customer is allowed to receive refund if the item was not in good condition. But as a seller, we should and we must have the details of this kind of issue, such as relevant pictures or whatever else. In the absence of our ability to contact the buyer (passively), has Amazon taken into account that a no-reason refund without evidence would harm the actual interests of the seller? If the buyer contacts us and provides relevant evidence, we are more than willing to offer a refund.

What's more interesting is the buyer gave completely different reply in the claim, here it is " Is anything missing? No. Do you want to return the item? Yes. Is anything broken? No. Could you provide more details? The item doesn't meet my expectations. Please describe the problem Style or fit isn't right."

We have reasons to suspect that this buyer just wanted to own this product for free. We have met such buyers many times, and the situation was even more serious in the previous few years, because Amazon has always been buyer-centered after all. But what I can't understand even more is why Amazon includes a claim with many doubts in my defect rate. This is unacceptable.

Case ID: 17853836041

Any help would be appreciated.

@Minerva_Amazon

@Xander_Amazon

@Jim_Amazon

@Dougal_Amazon

@Danny_Amazon

@Quincy_Amazon

@Connor_Amazon

@Nano_Amazon