A-to-Z Refund Issued Without Return - Seller Left with Full Loss

Hi everyone,

I'm very frustrated right now and hoping to get some advice or help.

A customer claimed that the GPU they bought from us was defective — but this happened after the Amazon return window had already closed. I followed Amazon policy and told the customer to contact ASUS directly for warranty service, which is what we’re supposed to do for hardware outside the return period.

The customer never returned anything to me — no label created, no tracking, nothing received. But Amazon still refunded them fully through A-to-Z, even though I never got the item back. So now the customer has both the full refund and the GPU. I basically lost both the money and the product.

This seems like a clear violation of Amazon’s own policy that says the buyer needs to return the item before any refund is issued. I submitted an appeal explaining everything, but it was denied.

I feel completely helpless right now. I did everything correctly, but in the end, I’m left with a total loss. Has anyone dealt with this before? Is there any way to escalate this further to Seller Performance or Executive Seller Relations? I don’t know what else I can do.

Thank you for reading.

order: 113-1927605-2957849

case id: ID 17857034171