order placed at 21.54 on 20 February, postage purchased through Amazon. Order shipped at 17.20 on 21 February .

Customer made a cancellation request on Tuesday 25 February saying it was not going to be delivered on time. I checked on the Royal Mail website and it was shown as delivered at 12.38 on Monday 24 February . I contacted the customer with the tracking number and details of delivery and that an order cannot be cancelled after dispatch.

They forwarded a message from Amazon saying the delivery was delayed and to make a claim which proved it was not delivered. I offered to send a replacement, no response.

I received an email from Amazon this evening saying an A to Z had been granted as there was no proof of either shipping or delivery. Nothing is showing in my account health. Why is this, surely this should be on my account before the email is sent out

Today noticed my VTR had dropped from 100% to 79.85% – 29 items were flagged in the report downloaded.

On closer inspection all the the items flagged had postage purchased through Amazon – Royal Mail Signed For 2nd Class. It was my understanding postage purchased through Amazon would not cause VTR issues.

Anybody any thoughts, is this a glitch or do I need to take action. If so what?

Hello all - I hope you're having a great day.

I had a customer asking if they ordered a second item from me as they appeared to receive 2 of the same item.

"I have already received this item unless i ordered it again"

I replied with no, sorry, I only shipped the one and only one was ordered.

Now, a week later, I've had an email from Amazon stating the same customer has sucessfully been refunded under the A to Z guarantee. This is the first I am hearing this and am pretty riled up to be fair. It is to be held against me!

There's nothing yet on the Health page and the A to Z is empty but I can see the customer has had a refund.

I am at a loss as I've never had an A to Z before. Can anyone assist?

Case opened - 10881154502

Thanks in advance.