Unjust A-to-Z Guarantee Claim and Request for Store Penalty Review
Dear Amazon Support Team,
Our customer, Melanie, submitted a return request for order number 702-0234536-6390617. The return request was approved within the required time frame, and a valid return label was provided using Amazon’s return label generation system. However, despite following all necessary procedures, an A-to-Z guarantee claim was unexpectedly opened without any explanation. Subsequently, the A-to-Z team issued a full refund to the customer and imposed a penalty on our store.
The order was delivered on time, and the customer stated in their return request that they had ordered the wrong item. Despite this, the A-to-Z team ruled against our store. We also sent a message to the customer asking whether they had returned the item, but we have not received a response. If the customer has informed Amazon that they have returned the product, please provide us with the tracking number and the name of the shipping carrier.
Additionally, most Amazon sellers use third-party warehouses (such as ADA warehouses). In such cases, when products arrive at the warehouse, they often become untraceable, making the return process highly uncertain for sellers.
Furthermore, we sell in multiple countries, but nowhere have we encountered as many unfair rulings against sellers as we have from the Canada A-to-Z teams. While customer satisfaction is important, fairness for sellers should also be prioritized. Many seller groups have reported similar complaints regarding unfair treatment from the Canada A-to-Z teams. If this continues, we may have to consider selling on alternative platforms instead of Amazon.
We request a review of this case, the removal of the unjust penalty imposed on our store, and the implementation of a fairer resolution process to prevent such issues in the future.
We appreciate your time in reviewing this matter and look forward to a fair resolution.
Best regards,
ALADDIN STORE
@Seller_7I1InA30aApWy
@Seller_vtQxROP6UNr1O
@Seller_7I1InA30aApWy
@Seller_vtQxROP6UNr1O
@Seller_VLOxBfLBgpoOh
@Seller_p6OFPTiQ65IG6
@Seller_WIFV02H2XUFgS
