Hello,

We are seeking assistance from an Amazon moderator as we have been unable to resolve this issue through normal Seller Support channels.

We are dealing with an A-to-Z claim ref to order 204-8518393-7226758 for non-delivery which appears to have been incorrectly approved and the subsequent appeal was closed without addressing the evidence provided.

Timeline:

Order dispatched: 12 December

Guaranteed delivery date: 24 December

On 22 December, the buyer contacted Amazon Customer Service confirming the item had already been received, but they were experiencing installation issues.

This clearly indicates the issue was related to product compatibility, not non-delivery.

Despite this confirmation, the buyer later opened an A-to-Z claim stating the item was not delivered, which contradicts the earlier communication.

The claim was approved and we submitted an appeal including evidence showing the buyer confirmed receipt of the item. However, instead of responding to the appeal as per the normal review procedure, the case was closed without any clarification.

After we raised another support case to clarify the situation, we were informed that the A-to-Z claim had been closed due to no response from the buyer, and we were assured that the claim could not be reopened again.

However, only a couple of days later — and moreover in deviation from the normal procedure — the A-to-Z claim was granted again, and the refund was issued to the buyer from our seller account without any further notification or appeal option available.

As a result, the buyer retained the refund issued under the A-to-Z claim at our expense, despite the available evidence confirming that the item had been received.

We attempted to resolve this through Seller Support and opened the following cases:

Case ID: 12144245212

Case ID: 12121906762

Case ID: 12072440062

These cases were transferred to the relevant department in February, but unfortunately no response has been received to date.

At this point all normal support channels appear to have been exhausted. We would greatly appreciate if an Amazon moderator could review the case or help escalate it to the appropriate team, as the appeal appears to have been closed without proper review.

If possible, could an Amazon moderator please tag the appropriate internal A-to-Z Claims team for investigation, as the appeal appears to have been closed without review and the refund was charged to the seller despite evidence confirming delivery.

Thank you for your assistance.