Tracked Delivery

There’s a couple of ways you can appeal the A-to-Z.
start by listing all dates associated with the order (see below template),
For the main body of the appeal, be careful of your wording, it is safe if you go at it from the angle that the customer is 100% correct, but it also isn’t your fault, so don’t say “the item was delivered on this date” as this implies the customer is wrong, instead say “the tracking indicates it was delivered on this date” as this leaves the possibility that the customer is correct while also taking the blame away from yourself .

Now there’s a few options for the actual reason you want to give amazon for not providing an immediate refund. This is partly down to how you responded to the customer previously.
If you responded by asking them to check any safe places and/or contact RM, you can potentially appeal on the basis that you tried to resolved the issue with the customer and because they had not responded to you since then, you were lead to believe the issue was resolved.

Alternatively you could appeal on the basis that you have not yet received the item back, make sure you say you will immediately provide a full refund once you’ve received the return.

In either case the odds are that the customer will receive a full refund, however there’s a relatively good chance that it will be Amazon-funded, so it won’t be deducted from your funds or held against your metrics.

Ultimately it all comes down to who reads the appeal…

Here’s a basic template for the opening section (remove references to it being on time if it was late):

Hello,
This order was placed on {date here}
It was shipped on {date here} this was within the required “ship by” window.
It was shipped with tracking ID: {tracking id here} with Royal Mail.
The tracking indicates that it arrived on {date here}, this was within the estimated delivery window and as such was on-time.

{actual appeal here}
Regards,
{name here}.