AZ item not received case lost, appeal denied! TRacking shows delivered.
Hello,
We have shipped an item on time with valid tracing number and also tracking number was added to Amazon order records when shipped.
It was shipped on February 14, 2025 and delivered on March 11, 2025. The buyer contacted us 4 days ago and asked for invoice, we responded that invoice has been shipped with the order and also can be found in order information.
Later "package did not arrive" case was opened and granted same day and buyers comments "Não tenho a fatura, mesmo depois de solicitar várias vezes ao vendedor. Para mim, sem documento não tenho produto. A contabilidade da empresa não permite." , and Amazon responded "The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. In accordance with policy, valid tracking was required on this order. "
Why??? Tracking was provided INDEED! The buyer CONFIRMED package has been received but they need an invoice and we replied!
Why Amazon accepts incorrect cases and grants! Even AZ claim comments say that no issue with delivery, the buyer needed information about INVOICE!!!
Please help! @Ka_Amazon@Jona_Amazon
4 replies
Angie_Amazon
Hello @Seller_3pCRy01Vc8SXJ,
Can you please share the order ID for me to take a look?
I'll be pending of your answer.
--------------------------------------------------------------------
¿Puedes compartir tu número de orden para darle un vistazo?
Estaré pendiente de tu respuesta.
Saludos,
Angie 🌷
Angie_Amazon
Hello @Seller_3pCRy01Vc8SXJ,
The A-Z team has evaluated your situation and the decided to reverse the original decision.
The funds will be issued back to your account and the order defect rate will be updated within the next 48 hours.
You'll be able to see the funds reversed in the “Transactions View” tap under the category “Other”.
------------------------------------------------------------------------
El equipo de reclamaciones A-Z ha evaluado tu situación y ha decidido anular la decisión original.
Los fondos se devolverán a tu cuenta y el ODR se actualizará en las próximas 48 horas.
Podrás ver la reversión de los fondos en la sección de “Transacciones” bajo la categoría “Otros ajustes”.
Saludos,
Angie 🌷
