I have never had an a to z filed against me in over 10 years of selling here. I had a buyer purchase a product which they returned marking return reason as "too small". I charged $11.95 outbound shipping for the item as it weighs between 3-4 pounds. I refunded the buyer the day I received the return for the full purchase price but not the $11.95 shipping as "too small" is not a seller faulted return reason and I do not offer free shipping. They filed an a to z with Amazon for the $11.95 which was granted and counted against my ODR. I have appealed 3 times and the decision has been upheld. Does this mean we are forced to offer free shipping now? Was the policy changed that we cannot withhold outbound shipping even if return reason is not seller faulted? Order 114-3542153-6221006