ORD ID Order ID: 112-2261801-0384248

Dear Amazon Moderator,

We respectfully request your assistance in reviewing and escalating an A-to-Z Guarantee claim decision that has significant implications for our business.

A customer purchased an item from us, and we shipped the exact product as described. The customer later initiated a return request but failed to hand over the item to UPS or return it to us in any manner. We communicated with the customer professionally and clearly informed them that a refund could only be processed once the product was returned or handed to the carrier, in accordance with Amazon’s return and refund policy.

Despite not returning the item, the customer filed an A-to-Z claim, which was granted in their favor. As a result, we were penalized and the customer received a full refund while retaining the product. We appealed the decision, and Amazon removed the penalty imposed on our account. However, the refund issued to the customer was not reversed.

If Amazon chooses to refund the customer as a gesture of goodwill, that is understandable — but we believe it is unjust for the refund to be funded by us when the customer did not comply with the return process. This sets a concerning precedent and undermines seller protection under the return policy.

We respectfully request:

Clarification on how this claim aligns with Amazon's return and refund policy.

Reversal of the refund amount to our account if it is found that the policy was not correctly applied.

Escalation of this issue to a higher-level team for review, if necessary.

We are seeking a fair resolution and a clear understanding of how this policy is enforced, especially in cases where a customer retains the product in violation of return guidelines.

Thank you for your time and attention to this matter.