@Winston_Amazon / @Sakura_Amazon_ / @Julia_Amazon

Sorry, but need someone on the next level of the A-Z team to review an A-Z that has gone against us. Its an outlier case - I get it, but none the less, we've had a refund applied without a return and an ODR against us when we have done nothing wrong.

Require and A-Z Claim on 204-6534280-2542719 to be reviewed. I have opened a case 10113340462 but I have no doubt they will fail to understand what has actually happened.

An A-Z Claim has been opened for Damaged or Defective Item. While I don't dispute that there is a defective item, the specifics of th case mean it should never have gone to A-Z in the first place.

• Customer ordered 2x gold chains on 18th May. Received both chains. On 7th June they opened a return request for ASIN B087V4K37C as it was too long for their needs. For this, they were refunded. This, as you can I hope work out, leaves them with ASIN B087V5YPTD.
• Now on 13th August, the customer opened an A-Z claim as the chain they were left with had broken. Obviously this is outside of the return window, but they failed to contact us and just opened an A-Z claim.
• As they had been refunded for a chain - it appears the A-Z team failed to work out what had happened and then didn't refund them for hte second chain (assuming we had already done so) and marked it on our ODR.
• The customer should have contacted us, we would have supplied a return label and they could return the second chain for a refund.
• On appealing the A-Z claim, the customer has now been refunded for the second chain, but against the first chain - so I have a refund of £55 something against a £26 chain ,and no refund against the other.

We would demand that hte customer is told to return the chain, or we would want a refund from amazon for the chain we haven't received back - and demand that hte ODR is struck from the record - as we have done nothing wrong.