Hello, Amazon Team

We need to appeal the claim decision for order 204-0250605-0397912.

We contacted the customer immediately after receiving the email about the claim being included in the defect rate on October 17. The customer expressed his willingness to cancel the claim and wait for us to send him a new package. His original reply was "The refund request has been cancelled. This is the message I sent. "I have resolved issues with the seller. Miscommunication issues". We then found that the claim had been closed. We took a screenshot of the page where the claim was closed and saved it, and provided this screenshot to Amazon when we appealed.

We believe that the refund will be returned to our seller account after the claim is cancelled, but we have never waited for the money to be returned to us. For this situation, we opened two cases, with case IDs 10450871512 and 10457530912, both with "Transferred" status, and did not receive a response from seller support. However, we finally received another email from Amazon's claims team on October 31, and the claim was "inexplicably" counted in the order defect rate again:

Hello, We have reviewed the buyer’s claim and the information you provided for order 204-0250605-0397912.Although we understand your position, we stand by our decision. Thank you.-Amazon

We are very frustrated about the claim being counted into the order defect rate again. We asked the customer for help. In order to help us, the customer wanted Amazon to refund the money to us. He also sent the following email to the Amazon team:

“This is the message I just sent to Amazon:

I am writing to express my concern regarding the status of my order. I cancelled the refund request on the 20th of October with the expectation that the amount would be charged back to the vendor, allowing them to dispatch my goods. However, the vendor has informed me that they have not received the funds in their account, and it appears Amazon has refunded the amount back to me instead.

Upon reviewing my account, I have not received any refund. This situation has been ongoing for over a month, and I find it increasingly frustrating and unacceptable. I kindly request your immediate assistance in resolving this matter, so that the vendor can ship my order without further delay.

I appreciate your prompt attention to this issue."

Finally, even though we have not received the payment for this order, we still abide by our promise to the customer. We have sent a new package to the customer on October 26. The tracking number is UJ749852113YP. You can enter the tracking number on "17 track" to check the logistics track of this package. We have notified the customer and the customer is waiting patiently. The customer's reply is "Thank you for the update. I appreciate."

Above, we believe that the claim for this order should not be included in the order defect rate, and the payment should be returned to our seller account. Please ask Amazon staff to help us. Thank you.@Julia_Amzn