Help Needed: unfair A-to-Z claim decision for Order ID: 702-8468423-6309838

Dear Moderators,

@Ricardo_Amazon @Daryl_Amazon @Christine_Amazon @Sunnie_Amazon @Lucre_Amzn

Please help with an unfair A-to-Z claim decision for Order ID: 702-8468423-6309838.

- The original package was shipped with Canada Post and delayed due to Canada Post strike disruption. We activly messaged the buyer asking whether they need a refund or to resend the item with another carrier. The buyer replied a replacement was preferred then we confirmed the replacement will be sent out the next day.

- Right after we updated the tracking detail for the replacement shipment, we got a message saying an A to Z cliam was automatically granted for “Package did not arrive” and given the reason “tracking information is either missing or invalid.” But both carrier and shipping service info were input correctly and the VTR for this order is valid.

- We appealed ang given the brief explanation that is the buyer requested a replacement instead of refund and the replacement has been sent. As of now, it has been delivered by Purolator.

- Beyond our expectations, the appeal decison was made with uphold their decision. And explains the following: “We have reviewed all available information and have determined that your carrier appears to have lost the package. The tracking information you provided shows no update since Nov. 15 2024. You may be able to recover the value of any lost items by filing a claim with the carrier.”........... This is the exact reason we contacted buyer at the first place to offering a replacement or refund. It seems the review team have no idea of the current situation at Canada Post.

Our ODR got hit and buyer received the refund, the replacement, and will receive the original order as soon as Canada Post operation resumes.

Thank you for your time and your fairly review.

Sincerely,

Mike W