We have had a customer place an order to their old address, the day of delivery they message through Amazon to ask to change the address - this cannot be done 2 hours before delivery.
We explain to the customer nothing can be done and they will have to go to the old address to reclaim the item - they refuse and open an A-Z claim which amazon grant.
We appealed the A-Z claim showing amazon messages where the customer has asked to change address etc and also then delivery confirmation photos - amazon rejected the appeal and upheld the full refund to the customer.
The customer then leaves us a negative feedback stating 'not received', I request to amazon that it be removed and again they refuse as its not against amazon policy.
Any mods on here with any sense able to sort this out for me?
