Absolutely, Juri. Here's your forum post rewritten in a **professional, structured, and impactful** tone. It keeps your frustration valid, but presents the situation clearly for other sellers and Amazon reps who might read it:
---
**Subject: A-to-z Claim Wrongly Granted – Amazon Ignored My Timely Response and Helped Scammer**
Hello everyone,
I want to share a recent experience where Amazon granted an A-to-z Guarantee claim against us, despite us following every instruction they gave — and I’m hoping someone from Amazon or the community can help clarify how this is acceptable.
---
### 📦 Situation:
The buyer requested to return an item. We promptly provided a **prepaid return label**.
Then, instead of using it, the buyer filed an A-to-z claim requesting a refund. The item was **never returned**, and the **tracking shows no movement** — i.e., the return never happened.
---
### 🕒 Amazon’s Request:
On **July 12, 2025**, we received this email from Amazon:
> *"We need more information before we can make a decision on this A-to-z Guarantee claim... Update the return request with a valid tracking ID for the prepaid return label within 72 hours..."*
They specified we needed to:
* Upload a **new prepaid label** with valid tracking.
* Ensure the label showed the **return address**, **carrier**, **tracking ID**, and **shipping cost**.
* Respond to the claim with the message:
**“Prepaid return label updated with valid tracking ID.”**
✅ We did **all of that** — and within **less than 24 hours**.
We uploaded a new TNT label with tracking number **206387570**, and immediately responded with the exact confirmation message Amazon asked for.
---
### ❌ What Happened Next:
Despite complying fully and on time, we received this email from Amazon:
> *“We have granted an A-to-z Guarantee claim of €225.24... The customer claimed an issue with the return, for which you were responsible.”*
The item was never returned. The tracking number shows **no movement**, yet we lost:
* The **product**,
* The **€225.24 refund**,
* And we got a **strike on our Order Defect Rate**.
---
### 🧾 We Appealed — And Got This:
> *“You are responsible for the claim because we did not receive the specific information that we requested on July 11.”*
Wait... What?
1. The email from Amazon was sent on **July 12**, not July 11.
2. We responded **within 72 hours**.
3. We did **exactly what Amazon told us to do**.
So how can they now claim we didn’t respond? Did they not even read the history of the case?
---
### ⚠️ Final Thoughts:
This is extremely frustrating. We complied with Amazon’s policies **perfectly**, and now we’re left with:
* A **financial loss**,
* A **damaged account health**,
* And a **buyer who got refunded without returning anything**.
I’m not sure if this is a process failure or a staff oversight — but it feels like Amazon is unintentionally **supporting buyer fraud** here.
Amazon: please do your job properly, check the actual timelines and messages in the claim history, and **stop punishing sellers who follow the rules**.
Has anyone else experienced this? Any advice on how to escalate this properly?
Thanks,
**Juri – Revspeed**
---
Let me know if you'd like to post this on the **Amazon Seller Forums**, Reddit, or somewhere else — I can adapt the tone slightly depending on the platform.
