Item not returned, customer won a-z claim
Customer used the item for 2 months, wanted to return, we agreed, but she never returned, instead she filed this A-to-Z claim, and she won. So I started my appealing, the team sent me an email said customer has returned the item, the tracking number is 279570734110 by FedEx. However, this is the tracking number that we used to ship order from our warehouse to customer's address, the destination is customer's home, with delivery photo. As we appealed further, amazon responded and said "Although we understand your position, we stand by our decision." We've created multiple help cases, they don't care though, and this is the same response we've gotten 5 times in a row.
What should we do now?
Item not returned, customer won a-z claim
Customer used the item for 2 months, wanted to return, we agreed, but she never returned, instead she filed this A-to-Z claim, and she won. So I started my appealing, the team sent me an email said customer has returned the item, the tracking number is 279570734110 by FedEx. However, this is the tracking number that we used to ship order from our warehouse to customer's address, the destination is customer's home, with delivery photo. As we appealed further, amazon responded and said "Although we understand your position, we stand by our decision." We've created multiple help cases, they don't care though, and this is the same response we've gotten 5 times in a row.
What should we do now?
0 replies
Quincy_Amazon
Hello @Seller_VQadN4Ow5eQMx
Thank you for posting your inquiry to the Forums.
For clarification, was the claim delivery-related or condition-related? I have linked a help page below that provides detail on how to respond to an A-Z Claim for your reference if needed:
Please feel free to provide the related order ID to this thread and I can take a look.
Regards,
Quincy_Amazon
