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.

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?

Shipping bought via Amazon Buy Shipping - A/Z Claim for non delivery scan - and Amazon will not remove the defect (again!)

order number is 205-6894816-2049923

sent RM48, no delivery scan, shipping bought via Amazon Buy Shipping

Spencer said to tag him in this post so

@Seller_XUNeUuvrQDpgP

@Julia_Amazon

@Julia_Amzn

@Winston_Amazon

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I would still like to also have the odr removed from order - 202-3148948-9067513

which also has a defect - but with Amazon Shipping and in-flight scans.