We need assistance from a moderator on an unfair A to Z claim decision on order 205-0515034-6847546
@Steve_Amazon @Danika_Amazon @Sandy_Amazon @Blake_Amazon @Michelle_Amazon @Tatiana_Amazon @Micah_Amazon @Topher_Amazon @Emet_Amazon @CR_Amazon @Jim_Amazon @Quincy_Amazon@Danny_Amazon
Dear Moderator,
We are seeking your assistance in reviewing and appealing an unfair A to Z claim decision. Despite providing clear evidence to the claims team that refuted their reasoning, our appeal was swiftly denied. It appears that the A to Z claims team is not fully aligned with the procedures followed by sellers who adhere to return-for-credit protocols.
Order ID: 205-0515034-6847546
Case ID: 10507882042
Below is a summary of the case:
A UK buyer returned a laptop unit to us in the US. The return authorization was auto-approved, and a domestic return address is listed in the return settings of our account. We provided a return label in PDF format, which the buyer used to return the unit.
The buyer returned the laptop unit in a materially different condition than it was sent. We shipped the unit new and sealed, but the buyer returned it opened, used, and damaged.
We issued a proper and timely return credit, deducting an amount to cover the damages.
The credit refund was processed and issued to the buyer on 11/11/24.
On the same day, the buyer filed an A to Z claim and was granted the remaining amount, citing that we provided an international return address on the return authorization. This is incorrect, as the address listed under return settings for the UK is clearly a US domestic address. We have included a picture of the claims team's response below.

We appealed the claim with clear evidence showing a domestic return address.
On 11/12/24, our appeal was quickly denied, citing that the buyer was simply eligible for a full refund. This response did not address our appeal in their prior claim at all.

The crux of the issue is that Amazon refunded 100% of the buyer's money, and we received a damaged laptop as well as a new metric ODR hit, despite following all return procedures and policies correctly. On note, we did file an abuse claim on the buyer.
In conclusion, we request your assistance in escalating this case internally. We ask to be credited the amount taken from us (the amount listed in the appeal) to cover the return damages, as well as the removal of the ODR metric from our account.
We appreciate your prompt attention to this matter and look forward to your assistance in resolving this issue.
7 replies
Seller_ZVAz3d5lZuGid
To be honest, I do not recognise any of those names you have tagged as moderators. - certainly not UK mods. Are these maybe US mods ? If so, I don't think they will be seen here.
Seller_QIK1EFihZ6FV1
@Winston_Amazon / @Sakura_Amazon_ / @Julia_Amazon
Can a mod please review and respond?
Seller_RlZVPg3d6ZUGP
"This is incorrect, as the address listed under return settings for the UK is clearly a US domestic address."
Is this a typo or have I misunderstood, did they buy on the .co.uk site and return to a UK address or a US address?
Seller_QIK1EFihZ6FV1
@Sarah_Amzn @Winston_Amazon @Sakura_Amazon_ @Julia_Amzn @Julia_Amazon
Can a moderator please review and respond? Thank you.
Seller_QIK1EFihZ6FV1
@Sarah_Amzn @Winston_Amazon @Sakura_Amazon_ @Julia_Amzn @Julia_Amazon
Hello, not sure if this is working or we are reaching a mod here. Can someone please advise?