I am sure i am not the only one, But we have an order 204-4092203-7543505 that the customer has confirmed as being received refunded, They had opened an A-Z case before they had received the item, of which amazon have honoured, any tips on getting this money back, as i just fall on deaf ears, Thanks in advance

BUYER CHANGED DELIVERY ADDRESS DIRECTLY WITH COURIER AND THEN COLLECTED THE PRODUCT AFTER HE HAD FILED AN A-Z CLAIM AND RECEIVED HIS REFUND. PLEASE HELP

Hi,

Can anyone help with this issue.

The customer Changed the Delivery address to a local pick up point directly with the carrier and then filed an A-Z claim and amazon notified me of the A-Z in the evening and by the next morning they had refunded it. At which point the customer collected the parcel and there is proof which I have sent to Amazon but they have disregarded and said it was refunded because the item was not delivered to his home address but this is not in my control especially when it was being delivered to Italy, I cannot stop a parcel being delivered to a local pickup if the customer changes it.

For Amazon Customer Services, this is my 3rd time posting. The case info is below which i have sent but still waiting for you to reply:

the order number is 407-1146804-3656350.

I can't see a case ID on the email from the A-Z team but the reason for refusal of my appeal was as follows:

Why was my appeal denied?

We have reviewed all available information and determined you did not fulfill the order to address we have on file. All orders must be shipped to the address provided by Amazon

I have since raised this with customer service as the A-Z claim was raised a 9pm GMT and the claim was granted 6am the next day giving me less than 24hrs to respond which is very unreasonable and not right.

The case log in relation to this is: 10151465082 which is still unanswered and showing as transferred but nobody has resolved this since 29th August 2024

Any advice here. I know A-Z Claims are a Scam as it is, however, we had a (Amazon Label) A-Z Claim go against us after agreeing with the buyer to send a replacement. Buyer opened A-Z when item was in transit and closed in their favour. The item arrived the next day and the buyer messaged to say thanks item has arrived. We Appealed the A-Z claim and it has been rejected with ODR score affected.

I knew A-Z claims was harsh but I never knew Amazon was literally thieving from us