An unfair A to Z claim and Amazon accepting it and refunding the customer's money.

Dear Amazon Team,

On behalf of Luminexo Ltd, I am writing to appeal the decision regarding the recent A-to-Z claim submitted by one of our customers for order number 205-6992095-3571555. I promptly provided the customer with a prepaid return label and clear instructions to return the purchased item. Furthermore, I specified a return deadline of October 24, 2024. However, despite these actions, the product has not been returned, yet a refund was issued to the customer.

This situation has resulted in significant harm to my business, as the customer has effectively received a refund without fulfilling the return requirement. This misuse of the return process not only affects my business financially but also jeopardizes the integrity of Amazon’s fair and trustworthy return policies.

The error in processing this refund damages the reputation of my business and risks eroding the trust Amazon's community places in its policies. My commitment to providing excellent customer service remains firm, and I have strictly adhered to Amazon’s policies throughout this process. Therefore, I respectfully request that this A-to-Z claim be rejected and that the refund be reversed unless the product is returned.

I am prepared to provide any necessary information or documentation to support this request. Thank you in advance for your attention and understanding regarding this matter.

Sincerely,

Mine Haitowa

Luminexo Ltd