Hi

My customer was returning an item back to us, the courier failed to deliver and the customer opened a A-Z Claim, Amazon offers the claim in the buyers favour.

When i appealed the decision showing screenshots that it hasn't been delivered, Amazon have stated they withold the original decision as tracking shows it was returned.

A-Z claim issued where only 1 of 2 boxes have been returned.

We have provided the outbound tracking number that shows 2 of 2 packages delivered, customer returned 1 box with Evri return label then raised an A-Z claim, we appealed with Amazon but the refunded in full stating 'we determined that the merchandise for the order was correctly returned and you have received the return.'

We have stated that we need the full return to issue the refund, and that half a return is useless to us, and now the customer has got half of the item (Which is very functional on its own) for free?

@Seller_Huz6FT08OxHAR@Seller_Udi0JNbTrsmUV help please!!

Hi Guys,

We have recently received an A-Z claim for an item ordered in error. The return request was auto authorised, and the buyer was provided with Evri return label by Amazon. The parcel has not reached us, as yet, hence A-Z claim from the customer.

Amazon granted the claim. Once we appealed the decision, we were advised we might be able to recover a cost of item missing in transit with the courier. We have never had an account with Evri, and it was Amazon themselves that provided the customer with return label.

We cannot reach any solution with Amazon, they just state they stand by their decision to grant the claim, and deduct money from our account.

Has anyone else been in similar situation, and was able to get their money back?

Many thanks,