Hi,

I’d like to share an issue regarding an A-to-Z claim that was clearly misjudged and hopefully get some advice or visibility from the moderators.

Amazon denied my appeal on the basis that the item “was not shipped in a timely manner.”

However, the order was shipped on 29 September 2025, exactly within the required ship window (29–30 September), and it was delivered on 4 October 2025 at 11:18 AM UTC, according to APC/EVRi tracking (H0377A0013039697).

The customer’s address: Leicester, LE7 7ED

The order’s delivery estimate: 2–6 October 2025

→ Delivery occurred well within this timeframe.

The carrier tracking also states:

“Your order was delivered to the requested location.”

So all conditions were fully met — shipped and delivered on time.

Still, the A-to-Z claim was granted and later upheld on appeal, which means the decision team likely misread the shipment timeline.

I’ve now opened a support case with full documentation attached (tracking screenshots, order details, and the denial email), but I’m posting here in case a forum moderator or escalation specialist can have it reviewed properly.

This kind of error impacts seller metrics unfairly, especially when all proof shows compliance with Amazon’s policies.

Any advice or escalation route would be appreciated.

Thank you.

@Sarah_Amzn @Julia_Amzn @JiAlex_Amazon