Hi all,

Looking for advice on a frustrating situation. We shipped an order exactly to the address on the buyer’s order. It was delivered and signed for successfully. The next day, the buyer messaged saying we’d sent it to their old address. We showed proof that the label and order address matched and advised them to contact the new residents.

No reply — then they filed an A-to-Z. Amazon refunded the buyer, took the funds from our account, and rejected our appeal, saying the funds were used but our ODR wasn’t affected. Now we can’t file another appeal or Safe-T claim.

Has anyone managed to resolve something like this? It’s a high-value item, and we’ve sold on Amazon for 10+ years without issue. What’s the next step — escalation to the MD’s office or legal route (LBA)?

Thanks,

h