appealed a case and not had any communication from amazon

We are left feeling quite stunned by the lack of understanding and responsibility shown in this case. It seems both Amazon and the customer are placing blame on us, expecting a refund even though we have NOT received the product back.

Amazon have withdrawn £304.00 from our account, which I find unacceptable. Aside from this messaging system, no Amazon representative has reached out to us directly!

The story so far..............

The customer ordered a 'used' product, and we shipped it via UPS , and it was delivered as per our obligation.

The customer then decided the product condition wasn’t what they expected and requested a return, which we approved. Once again, we fulfilled our obligation.

The return label was automatically generated by Amazon, and we had no involvement in the return process.

The customer chose Evri to return the product, but it has not arrived. The tracking status clearly states, "The parcel has been damaged beyond repair in transit." If this doesn’t prove that the product was not delivered to us, I don’t know what will!

Had we provided the return label, we would indeed be liable and would refund the customer while pursuing a claim with Evri.

However, in this case, Amazon provided the return label, which makes you liable. Amazon should refund the customer at your cost and handle the claim with Evri directly.

We are a small business, and you’ve now taken £304.00 from us without any discussion, leaving us without a product to sell.

I urge Amazon to contact us immediately to resolve this. Our contact number is listed on our account. If we do not hear from you soon, we will have no choice but to seek legal advice and take further action.

Best regards