so today I lost my appeal on a AtoZ as I expected due to Amazon never listening to sellers.

on the 18th Customer ordered a set of trunks.

on the 19th these was delivered within delivery window and via buy shipping.

Customer starts a return due to 1 out of 5 been damaged.

I reach out to try and help them but email is rejected due to there restrictions and no matter how I try and email (important etc) it red and won't send.

I accept they will have to return it at some point.

Woke up on 23rd to find they have opened a AtoZ against me.

naturally I state item not returned yet etc

Customer then decided to return it at a drop off shop yesterday which triggered automatic refund.

this ment I lost the case instantly (email said so)

I appealed it staying its unfair as Customer hadn't tried to return it till today and a AtoZ was granted before they even attempted to return.

got my appeal rejected saying the following

As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics. To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. If appropriate, refund the buyer within 72 hours of the buyer's first contact.

how amazon? They don't accept messages nor did they reach out to me lol

[Moderator Edit: inappropriate content removed]

As in the title, customer called Amazon asking where the item was (it had been delivered already)

Amazon customer service opened an AtoZ without informing the customer

Customer is not happy that they did that, how can the customer rescind the AtoZ?

Good Morning Everyone,

We are relatively new to Amazon so am just looking for some advice. We are relatively low volume so have to be very careful with regards to things like AtoZ as these could cause us problems very quickly.

We use Amazon shipping to protect to us and this has worked on a recent claim but I would just like to confirm if I was to appeal that decision, even though it currently has not gone against my ODR whether it would if I appeal and lost or whether it would still sit as an Amazon shipping issue. I guess I'm asking that as what do you have to lose by appealing if it doesnt?

Also with an AtoZ does the customer always get to keep the product if it arrives late? Is there anyway to recover the product?

My last question is, If you choose Royal Mail 48 as your delivery option and not Amazon one day, can you still buy this through Amazon and receive the protection benefits? And is it the same price you would pay through Royal Mail? Currently pay £3.39 for a show box on Ebay.

Please feel free to answer all or just parts that you may know, thanks for your help.