Hi,

I received an A-Z Claim from customer because the package got damaged by the courier and did not arrive. We informed the customer that the parcel been damaged and courier did not attempt any delivery and sent us back. Our items are manufactured on order so it took time to manufacture a new one and sent it back to him. During this time the customer opened an A-Z Claim and the amazon after checking the tracking details sided with the customer straight away and issued refund.

Now the worst part after that when amazon issued refund, the customer received the item and he confirmed this via Buyer Seller Message that it's been delivered. I was at relief that he has confirmed this on the message now when I appeal I would have my funds back.

To my surprise the amazon still sided with the customer and declined my appeal. I had the updated tracking and customer message as a proof of delivery still they though this wasn't good enough.

I had opened multiple cases with amazon they just say "We are forwarding your case details to a specialized team that would reply you via email" but unfortunately I got no response. The case created have no chat details in them with just the status of transferred.

Please see all attached proofs @Seller_TSXM2A5nxWSuH @Seller_DNQGSsdC7DccM @Seller_mIRnuhdx7l5sN @Seller_ZyGdB49sb7An4@Seller_hnDMgUKxMh1V4 @Seller_Huz6FT08OxHAR @Seller_Udi0JNbTrsmUV@Seller_rX0LOsTSK2Zer @Seller_sSkzzHms7Kxs6

The business customer purchased 7 x Single Lyla Divan Beds (Order ID: 203-9367281-6613100) from us on Mon, 20 Jan 2025, 13:50 GMT.

This order due to its exclusive quantity was made to manufacture and we confirmed all the details like color and size selection etc. from the customer via Buyer Seller Messages to avoid any confusion also informed customer that this would be delivered via our Inhouse delivery team. (Note: the customer selected 3FT Single Size of the Beds while placing the order and can be confirmed from order details) See Below

We manufactured the order and when dispatched informed the customer regarding the delivery date as well. We also provided customer and amazon with the proof of delivery document as well which consists of Customer signature, GPS Location and Pictures of products at customer postcode premises. See below the delivery date and proof of delivery message in amazon buyer seller messages. Also attaching the proof of delivery document here for better understanding.

The customer out of no where claimed that they ordered double beds and opened A-Z Claim. However in the first image we confirmed all the order details from customer along with the size i.e.. 3FT Single and the customer also confirmed. However also attaching the Order Detail Page Image where customer selected the size variation as "3FT Single" highlighted in red at the bottom.

personal data removed, moderator edit}

After all these proofs and documentation amazon not only refunded the customer but also denied my claim as well and sided with the customer who bought the wrong size. The customer is not returning the 7 x beds to our return address as this was customer fault by selecting the wrong size at checkout..

I request you to please look into in and the A-Z Claim and ODR should not be counted against us.

Please see all attached proofs

Thank You!

Hi everyone,

I’m facing an issue with an A-to-Z claim and would appreciate any advice.

The customer had two orders, and we shipped both successfully (tracking shows delivered). Order ID 026-9845377-6662746 and 026-2404700-7426719

Due to a minor delay, we communicated with the customer, offered a partial refund, and they were happy. However, they opened an A-to-Z claim just to inquire about the package status (not realizing it would escalate).

The customer wants to withdraw the claim but is unable to do so (they’re elderly and unfamiliar with the process).

We’ve sent a free replacement as a goodwill gesture (tracking: C00HHA0560648498, delivered), and the customer confirmed they no longer need the claim.

What we’ve tried:

Contacted Amazon Seller Support multiple times (phone + appeals).

Provided proof of delivery, customer messages, and replacement tracking.

Explained that the customer is willing to withdraw but doesn’t know how.

Despite our efforts, the claim remains open and is affecting our Order Defect Rate (ODR).

Has anyone dealt with a similar situation? How can we get Amazon to close this claim since the customer is satisfied and no refund is needed?

Any help would be greatly appreciated! Thanks,

Ethan

@Seller_j9Bd91CW3ZVpr @Seller_DNQGSsdC7DccM Help please.