Unfair A-to-z Claim Outcome

@Joey_Amazon @Danny_Amazon

Order #112-9559305-2095444.

The buyer falsely claimed that we sent the wrong item because it was "too small." We sent the exact item shown on the product page.

When she returned the item, I did not immediately issue a refund. I wanted to preserve my right to file a SAFE-T Claim for the return shipping, as she had misrepresented the reason for the return. I knew that if I initiated the refund, I would be unable to file a SAFE-T Claim. Typically, Amazon automatically issues refunds if the seller doesn't do so within about 48 hours of the return scan.

However, Amazon didn't automatically issue a refund, and the buyer filed an A-to-z claim, once again falsely claiming that we sent the wrong item. Amazon ruled in her favor.

I appealed, explaining that the buyer falsified the return reason and that Amazon's policy in the past has been to automatically issue refunds if I didn't do so within 48 hours of the return scan.

My appeal was denied, and it cannot be reopened.

I filed a return policy abuse claim since the buyer falsely claimed we sent the wrong item, but I realize that won't help my appeal. Hopefully, it will flag a manipulative buyer.

The buyer should have been charged for the return shipping, as she falsely claimed we sent the wrong item. Additionally, I should not have been penalized for not issuing a refund, as Amazon has always done so automatically. In fact, moderators have sometimes advised sellers not to initiate a refund in cases where the seller wants to file a SAFE-T Claim. At the very least, I feel my metrics shouldn't be hit because the buyer's claim was verifiably false (photos of her return were included in the appeal).

I hope a mod can help. Thank you.