BUYER CHANGED DELIVERY ADDRESS DIRECTLY WITH COURIER AND THEN COLLECTED THE PRODUCT AFTER HE HAD FILED AN A-Z CLAIM AND RECEIVED HIS REFUND. PLEASE HELP

Hi,

Can anyone help with this issue.

The customer Changed the Delivery address to a local pick up point directly with the carrier and then filed an A-Z claim and amazon notified me of the A-Z in the evening and by the next morning they had refunded it. At which point the customer collected the parcel and there is proof which I have sent to Amazon but they have disregarded and said it was refunded because the item was not delivered to his home address but this is not in my control especially when it was being delivered to Italy, I cannot stop a parcel being delivered to a local pickup if the customer changes it.

For Amazon Customer Services, this is my 3rd time posting. The case info is below which i have sent but still waiting for you to reply:

the order number is 407-1146804-3656350.

I can't see a case ID on the email from the A-Z team but the reason for refusal of my appeal was as follows:

Why was my appeal denied?

We have reviewed all available information and determined you did not fulfill the order to address we have on file. All orders must be shipped to the address provided by Amazon

I have since raised this with customer service as the A-Z claim was raised a 9pm GMT and the claim was granted 6am the next day giving me less than 24hrs to respond which is very unreasonable and not right.

The case log in relation to this is: 10151465082 which is still unanswered and showing as transferred but nobody has resolved this since 29th August 2024

"BUYER CHANGED DELIVERY ADDRESS DIRECTLY WITH COURIER AND THEN COLLECTED THE PRODUCT AFTER HE HAD FILED AN A-Z CLAIM AND RECEIVED HIS REFUND."

This is a well known fraud/scam, and should not be allowed to happen. This is where the A-Z system is totally flawed and not fit for purpose, and needs to be revised completely.

"For Amazon Customer Services...." it is not customer services (that is for OUR customers), but Seller Support you need, and no-one here can look into it unless you actually tag in some forum mods for their attention.