How can a buyer on Amazon open a return request, get a return label (at our cost, as we are a clothing seller and required by Amazon to pay for returns), fail to return the item, open an A-Z claim claiming that they haven't got a return label, then get a refund AND keep the item.

It is nothing short of fraud and theft. It's disgusting.

THE FACTS

- Two return requests opened

- Item 'too small'

- No issues with buyer returning the item for a refund

- Return labels should be automatically provided by Amazon (they failed to do so as their return system is hopeless and frequently fails to provide return labels, despite us being forced into using this system). We provided a return label through Amazon messages TWICE to the buyer. This can be seen by Amazon. The evidence is clear that a label has been provided mutliple times.

- Buyer then opened an A-Z stating no label was provided (evidence clearly shows it was TWICE)

- A-Z asked us to send a return label.

- Return label was provided directly to buyer AND to Amazon

- A-Z closed against us with no reason given,

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We have granted an A-to-z Guarantee claim of £22.95 on the order 204-2907441-3749150. We have debited the amount from your account and have counted the claim against your order defect rate.

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- We appealed with all of the evidence above. DENIED. No explanation. CASE CLOSED. YOU ARE A SELLER, YOU ARE NOT IMPORTANT, WE DO NOT CARE FOR YOU. YOU WILL AUTOMATICALLY LOSE EVERY A-Z CLAIM REGARDLESS OF THE EVIDENCE. USELESS SYSTEM, USELESS SUPPORT. TOTALLY INEPT.

Buyer gets to keep the item AND have a refund.

I am absolutely furious that this continues to happen. It is theft. It is fraud. We are either being scammed by the buyer or ripped off by Amazon.

@Roberto_Amazon @Sarah_Amzn @Winston_Amazon @Sakura_Amazon_ @Julia_Amzn