So here's something that I haven't experienced whereby I have an A-Z claim awaiting customer response.

The long and the short is that a tracked item has not arrived and I asked the customer whether they would like a refund or replacement.

All well and good but they did not get back and raised an A-Z.

Now normally this would be a slam dunk for the customer and I lose A-Z claim etc.

However the A-Z claim came through saying awaiting customer response and in limbo. I have again waited for a customer response after following up with another message.

Now here's the thing, I want to just give the refund and move on, but I fear that if I do this through the A-Z i will be accepting it and then suffer the bad stat.

What should I do other than wait it out?

I will keep it brief,

MFN (non prime) order sent via Amazon Shipping.

Package reaches the local delivery hub to the customer and then no more scans/updates

EDD+7 (last estimated delivery date + 7 days) for this order is 28th November. Which is the this date Amazon Shipping then consider the package lost and will allow a claim for a lost package.

Meanwhile A/Z Claim opened on 24th November and found in favour of customer.

Customer wants the item - and was frustrated at the lack of information available from Amazon Customer services.

We do not think the customer opened the claim or asked for the claim to be opened.

But this a/z has left us a defect (even though sent by Amazon Shipping) and liablity for the refund (£74.00)

we appealed the a/z and received a patronising reply saying we had to despatch orders within 2 days . . . . and the defect stood.

One of the comments on the opening of the a/z claim from amazon customer support was that the order had invalid tracking which is why the claim was being opened - "as all orders had to have valid tracking."

the tracking on the order is correct and shows multiple scans within Amazon Shipping.

HY. I HAVE AN ISSUE REGARDING A TO Z CLAIM. A CUSTOMER PURCHASE 3 PRODUCTS FROM OUR STORE AFTER RECIEVING PRODUCT VERY NEXT DAY.WE HAVE RECIEVED EMAIL FROM RETURN PRODUCT.WITH NO GIVEN REASON.THE CUSTOMER SEND A TRACKING NUMBER.THAT IS TOTALY WRONG.WE HAVE TRACKED FROM BUYER TRACKING.THAT SHOW THE PRODUCT DELIVERED ON 2023 ON MEXICO.WE HAVE SENT A MESSAGE TO CUSTOMER ABOUT MY PRODUCT.THEY CAN OPEN A TO Z CLAIM.AMAZON TEAM SENT AMOUNT TO BUYER.WE HAVE OPEN CASE WITH AMAZON TEAM AND SEND THE PROOFS.NEXT DAY WE HAVE RECIEVED AN EMAIL THAT YOU ARE WIN A TO Z CLAIM.BUT WE HAVE NOT RECIEVED MY AMOUNT? CAN ANY ONE HELP ?