Hi, please can a mod help me again with the following order? Thanks for helping me previously when this has occurred.

204-3155983-8665125

The customer was granted an A-Z claim against me for not receiving their item which is fair enough but I bought my postage using Amazon Buy Shipping so my ODR should not have been affected. I have appealed and the appeal was incorrectly denied. Many thanks for any assistance.

@Julia_Amzn @Simon_Amazon @Maja_Amazon

I have had an A-Z on 204-4680612-1853125

92 days after the order was placed the buyer claimed non delivery. The buyer did not contact as about this order prior to raising the A-Z.

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

Customers must first contact you and give you an opportunity to resolve their issue, except in certain situations identified below in the “Instant customer refunds” section. Customers are not otherwise eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first.

Appeal has been denied.

The order was sent fully tracked and delivery was within the delivery time window.

The buyer did contact us about another order on the same day which we refunded voluntarily about 2 months ago as there was no tracking to confirm receipt.

The A-Z should have been denied as there was no prior contact as per the policy.

This issue with a buyer being able to raise an A-Z when a message has been sent about another order has been happening for years. This buyer has another order placed 2 weeks ago so I am assuming he can raise another A-Z for that as well now!

Could a Mod possibly look at this @Seller_XUNeUuvrQDpgP@Seller_ZyGdB49sb7An4@Seller_j9Bd91CW3ZVpr@Seller_z3k8APxGfbQEK@Seller_Huz6FT08OxHAR

Dispute A-Z Claim on order id 026-0350361-8740363. Customer had packaged delivered to freight forwarder. We have picture delivery confirmation from the carrier. Freight forwarder lost package and customer is now filing a-z claim. Need this appealed/escalated as they denied my appeal as i only used the given template.

Please Tag Moderators

Case ID 10549665222