Hello all - I hope you're having a great day.

I had a customer asking if they ordered a second item from me as they appeared to receive 2 of the same item.

"I have already received this item unless i ordered it again"

I replied with no, sorry, I only shipped the one and only one was ordered.

Now, a week later, I've had an email from Amazon stating the same customer has sucessfully been refunded under the A to Z guarantee. This is the first I am hearing this and am pretty riled up to be fair. It is to be held against me!

There's nothing yet on the Health page and the A to Z is empty but I can see the customer has had a refund.

I am at a loss as I've never had an A to Z before. Can anyone assist?

Case opened - 10881154502

Thanks in advance.

item sent Tracked and signed for.

item shows delivered with photo but customer has opened a claim advising not received.

amazon have refunded from my seller account but not counted the claim as their response is as below, what can i do in these circumstances

The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.

This is getting crazy, we have a customer that put in an A-Z claim for delivery 204-8597270-0909926, claiming he did not sign for the parcel even though they received it. Amazon stated that we provided enough information that proves he received it, but still refunded over £100 to the customer and to keep the boots. However, Amazon said that they will not count this claim against our Order Defect Rate. Well thank you Amazon!

Any ideas how I can get this money back, no doubt Amazon will be silent on this issue.

Just a thought, how many parcels do I receive from Amazon that are never signed for? all of them, does this precedent by Amazon now mean I can get a refund and keep the item on all my deliveries?