Request for Review of A-to-Z Claim – Order 203-8117630-4398703
Hello,
I would like to request support regarding an A-to-Z Guarantee claim that was recently decided in favor of the customer. I believe this decision was made in error, as we did provide all the required return information within the correct timeframe.
Case details:
Order ID: 203-8117630-4398703
On 27 August 2025 at 11:44, we issued the buyer a prepaid return label via Parcel Force (tracking number: CU171902244GB).
Once in France, the parcel would be handled by La Poste with tracking number: 7R00474163706.
Despite receiving the prepaid return label, the customer never submitted a return request through the Amazon system and instead demanded a refund without returning the item.
Our concern:
The A-to-Z claim was marked against us for “item not received”, but this is not the actual issue. The item was delivered. The customer simply refused to follow Amazon’s return procedure.
We responded promptly, provided a prepaid return label within the deadline, and explained multiple times that the refund would be issued once the return was received.
Request:
We kindly ask @Jona_Amazon , @Julia_Amzn or another moderator to review this case, as we have complied with all Amazon policies and believe this decision unfairly penalizes us despite fulfilling our obligations.
Thank you very much for your help.
CharliDiscount
Best regards,
Request for Review of A-to-Z Claim – Order 203-8117630-4398703
Hello,
I would like to request support regarding an A-to-Z Guarantee claim that was recently decided in favor of the customer. I believe this decision was made in error, as we did provide all the required return information within the correct timeframe.
Case details:
Order ID: 203-8117630-4398703
On 27 August 2025 at 11:44, we issued the buyer a prepaid return label via Parcel Force (tracking number: CU171902244GB).
Once in France, the parcel would be handled by La Poste with tracking number: 7R00474163706.
Despite receiving the prepaid return label, the customer never submitted a return request through the Amazon system and instead demanded a refund without returning the item.
Our concern:
The A-to-Z claim was marked against us for “item not received”, but this is not the actual issue. The item was delivered. The customer simply refused to follow Amazon’s return procedure.
We responded promptly, provided a prepaid return label within the deadline, and explained multiple times that the refund would be issued once the return was received.
Request:
We kindly ask @Jona_Amazon , @Julia_Amzn or another moderator to review this case, as we have complied with all Amazon policies and believe this decision unfairly penalizes us despite fulfilling our obligations.
Thank you very much for your help.
CharliDiscount
Best regards,
