I sold a bio ethanol fireplace and the buyer returned the claim as "Performance or quality not adequate" and after a few messages to buyer I received information that the buyer, after testing the fireplace, decided to choose a traditional fireplace because it gives more heat (in the description I had the fireplace give 2.9kW of heat). The fireplace was returned but is not suitable for resale as new. I contacted the seller support several times and received information to communicate with the buyer because they cannot do anything at this stage of the matter. I wrote several messages to the buyer and received no response, and today the buyer opened claim a-to-z. My question is what should I do?

Hi Guys,

A Customer Bought an Item back on Wednesday 17th April with an estimated delivery date of the 20th-22nd April. We shipped it the Same day (With Tracking) and it was attempted to be Delivered on the following days 19th, 20th, 21st, 22nd & 23rd. There was issues with the buyers address, I made attempts to contact the buyer but they didn't respond until the 15th May. The item was then delivered the same day after them finally getting back to me. The buyer opened an A-Z Claim on the 16th May, and despite Tracking Showing item was dispatched on time, and being delivered, it was closed in her favour. This is becoming an reoccurring issue and is anyone else having the same issues or have advice?

I appealed this A-Z Claim but it was rejected

Jessica_Amazon_ any help or advice?

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