The client opened an A-Z Claim, supposedly because it received the wrong item.

We have photos sent by the client via message that show the product received is correct, but Amazon did not accept our appeal because we "did not respond to the buyer by providing valid return information in their return request". The client already had a prepaid return label and we sent a message within 48 hours explaining how to return the order, don't know what else we're supposed to do.

To make things worse, the product return is used and I cannot open a SAFE-T claim.

I also tried contacting Amazon via chat to understand what I'm doing wrong when I receive a return request, but they don't have a concrete answer.

I have all the evidence that the claim is false, and it still doesn't matter. I have made more than one appeal and still, no difference. Any suggestions?

Hello @Seller_rX0LOsTSK2Zer,

Please check this WRONG review.

ASIN: B0CH352QFW

LINK: https://www.amazon.es/gp/customer-reviews/R28XB2I66TW36U/ref=cm_cr_srp_d_rvw_ttl?ie=UTF8&ASIN=B0CH352QFW

The content of this review is "Hasta ahora me ha gustado parece que funciona bien el reloj". Translated into English is "So far, I have always liked this watch as it seems to work very well".

The product the buyer reviewed was a watch, but our product was a seat. The two are so different that this is a wrong review. This is an incorrect review and we have never sold watches in our shop.

This wrong review is very unfair to our product and will have a very bad impact.

It goes against Amazon's community guidelines because it is an untrue review.

Please help to check and remove it, thank you.

I've invested in products of top brand,brand approved to sell by Amazon, official certificate from my distributor available,

valid invoices, few transactions

after few days - asin's blocked because of Parallel Import( product original but not approved to sell by brand),

account in danger of suspension and Amazon says-WE NEED LETTER OF AUTHORIZATION FROM BRAND

of course this is impossible because brand isn't interested in writing any letter for me

other invests wasted