We have just had an A-Z Claim granted against us for the normal non delivery by Royal Mail but had no prior email from the customer to nform us that the item had failed to arrive. It was our belief that the buyer has to contact the seller before an A-Z can be applied to allow them to refund or re-send?

Just recently we had an A-Z claim for a non delivery despite Royal Mail Tracking suggesting that the item was delivered We also had Amazon Customer Service write to us to say that could we contact the customer as they were unhappy with the quality of the item.I replied to the A-Z team twice and told them all of the above in more detail and the claim has been granted because I didn't reply within the agreed time frame.This is all wrong as they simply ignored the facts that how can an item go missing and then the customer wants to return it and then subsequently claims it hasn't arrived.Can anyone suggest how I can resolve this ?

Customer has created and was granted an A-to-z Guarantee claim for returning an item, however we never received the item back as it was lost in the post ( returned by Amazon , via Parcel Force ) Amazon has debited the amount from our account and have counted this claim against our Order Defect Rate. How can this be ?