Hi everyone,

I’m facing an issue with an A-to-Z claim and would appreciate any advice.

The customer had two orders, and we shipped both successfully (tracking shows delivered). Order ID 026-9845377-6662746 and 026-2404700-7426719

Due to a minor delay, we communicated with the customer, offered a partial refund, and they were happy. However, they opened an A-to-Z claim just to inquire about the package status (not realizing it would escalate).

The customer wants to withdraw the claim but is unable to do so (they’re elderly and unfamiliar with the process).

We’ve sent a free replacement as a goodwill gesture (tracking: C00HHA0560648498, delivered), and the customer confirmed they no longer need the claim.

What we’ve tried:

Contacted Amazon Seller Support multiple times (phone + appeals).

Provided proof of delivery, customer messages, and replacement tracking.

Explained that the customer is willing to withdraw but doesn’t know how.

Despite our efforts, the claim remains open and is affecting our Order Defect Rate (ODR).

Has anyone dealt with a similar situation? How can we get Amazon to close this claim since the customer is satisfied and no refund is needed?

Any help would be greatly appreciated! Thanks,

Ethan

@JiAlex_Amazon @Julia_Amazon Help please.