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Delivered with proof of delivery but AZ claim granted, appeal denied!
Hello,
I am writing about an "Not Received" claim for an order that was successfully delivered on time. Here are the order details: Order ID: 171-4792769-7805144 with Carrier: GLS / Posti . Delivery Date: January 27, 2025 (as per tracking) Amazon Estimated Delivery Date: January 27, 2025 The tracking information confirms that the package was delivered on January 27, 2025, which aligns with the estimated delivery timeframe provided by Amazon. Based on this, I kindly request that this claim be re-investigated. Thank you for your time and assistance.
@Maya_Amazon @Ange_Amazon
7 replies
Ange_Amazon
Hi @Seller_3pCRy01Vc8SXJ,
Looking at the buyer messages, the buyer told you on 27th January that they did not receive the product that they ordered, but a different product and asked to return the item. Following that, you did not ask the buyer for pictures of the item that they received, neither did you provide them with instructions in regards to how to return the item, and that is when they then raised an AtoZ claim and got refunded.
You can still now reach out to them and provide them with return instructions so that they can return the item that they claim is not conform to the product description.
You also mention that you have the signature proof of delivery, I highly recommend that you provide this proof when you appeal the AtoZ claim, as I have not been able to locate it.
Hope this is helpful.
Ange from Amazon
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