@Roberto_Amazon@Sarah_Amzn @Winston_Amazon @Sakura_Amazon_ @Julia_Amzn @Julia_Amazon

We are writing for needed assistance on a fraud case for order 206-7310404-4020341.

Here are the highlights of this issue.

1. Buyer orders an expensive Lenovo laptop from us in the US and shipped to the buyer in the UK.

2. On delivery day, buyer files an A to Z claim and return authorization at the same time. The buyer's comment - I need label address where to return. As a seller, we are given 4 business days to provide a return label to the buyer.

3. Next day, the A to Z claims team just approves the claim without any challenge. No investigation, no questions about the issue and no reason was given for their approval...just thanking me for refunding the buyer and that I should respond to the buyer to prevent them from opening a claim. See below. The claims team broke Amazon policy by not giving us the time to provide a label to the buyer.

4. We never refunded the buyer, the claims team did. We would certainly wait until the correct item would have been received back to us.

5. We sent a shipping label for the return to the buyer.

6. Buyer sent back a completely different item. A very old, and used Sony laptop.

7. This is plain and complete fraud.

8. We've appealed the A to Z claim 5 times. Each time, we get the same messages back. WE NEVER REFUNDED THE BUYER, THE CLAIMS DID. See below.

Hello Soft Networks USA, UK,

We have closed an A-to-z Guarantee claim of £1,294.48 on the order 206-7310404-4020341 because you issued a refund to the customer. No further action is required from you at this time, but we have counted the claim against your order defect rate.

Why is this happening?

The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, although you refunded the customer, you did so after the claim was submitted.

We're here to help

For more information about the A-to-z Guarantee policy or how to avoid claims in the future, refer to the "How to prevent claims" section on our help page:

https://sellercentral.amazon.co.uk/help/hub/reference/G27951

How was your experience?

https://www.amazon.co.uk/gp/help/survey?p=A1UQPU96L45KLQ&k=hy

Amazon.co.uk

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Hello,

Thank you for refunding the order below.

-- Order number: 206-7310404-4020341

-- Date of claim: 17 December 2024

-- Refund amount: £1,294.48

As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.

To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. If appropriate, refund the buyer within 72 hours of the buyer's first contact.

For more information, contact Seller Support by selecting the “Contact Seller Support” link at the bottom of each page in your Seller Central account.

Amazon.co.uk

WE NEED HELP HERE. Can moderator please help us:

1. Overturn this claim so we can get our money back from this fraudulent buyer. The claims team did not give us the 4 business days term to provide the buyer a return label. They broke Amazon policy and they are responsible for refunding the buyer within 24 hours of the claim being opened. Now the buyer has committed fraud.

2. Remove the ODR metric from our record.

3. We have already attempted to report this buyer via the abuse link.