Hi,

Usually I tried not to take it personally and always reasonable with request from buyer, but I had one buyer got wrong item ordered, using CS to contact me said, the item doesn't fit what she needs, wanted free replacement of smaller item but doesn't want to return the one she ordered, with this attitude I felt like silly to entertain this and wrote her back I don't offer replacement, she can return the item, but it's not end there, she repeatedly insist want replacement, and I had to wrote again not doing that especially bad experience in the past was sending replacement but ended up lost twice and bad reviews, so for me not worth it.

So she opened return request but on false pretense said item is defective to get bypass free return, got the item back, clearly item is being used and tested and I can't even resell and restock it, I refunded the order but minus the return shipping cost, the buyer open A-Z claim over this, now is the team would be fair? had proof of conversation in message said she ordered wrong item, even she made handwritten note said wrong size ordered inside the box which now I presented as the return label is justified if it was not seller fault, this is the second time we got A-Z claim from really unreasonable buyer, and starting losing hope with the Amazon CS attitude here nomatter what is on buyer side even its clearly fraudelent action

Three item were sent to buyer in one parcel by royal mail sign for service which was bought from Amazon buy shipping service. The item was signed and deliveried according to the tracking information. Buyer emailed and said that she did not receive it. I contacted royal mail, they confirmed the parcel was deliveried to the right address and the GPS showed that the parcel was deliveried in the right address. Buyer made a A-Z claim and Amazon refund the buyer from my seller account. Is anyone can help this case ? Order ID :203-7933323-3622702

Subject: Request for Advice on Unfair A-to-Z Claim Resolution

Hi All,

We need advice regarding a recent case where a buyer filed an A-to-Z claim for not receiving their order. The details are as follows:

The order was shipped with Royal Mail Tracked.

The courier made several delivery attempts, but on each occasion, the buyer was unavailable to receive the parcel.

The package was then held at the local depot for the buyer to collect, but the buyer made no effort to retrieve it.

Despite our fulfillment of all obligations, Amazon issued a full refund to the buyer and applied a defect to our account.

To assist the buyer, we sent emails containing a link and instructions to rearrange the delivery for a more convenient date. However, the buyer ignored our communications and proceeded to file the A-to-Z claim.

The parcel has now been returned to us, and we’ve incurred both the original shipping cost and a return fee from Royal Mail, leaving us out of pocket by approximately £10. On top of this, a defect has been applied to our account, which seems highly unfair as we adhered to Amazon’s policies.

We kindly request guidance on:

What we could have done differently in this situation to prevent the claim.

Whether this decision can be reviewed to reverse the defect and refund the costs we’ve incurred.

Thank you for your time and support.

Kind regards,