Hi I am hoping one of the mods can help us with this a-z claim we received on order 206-6655298-2049108 our initial appeal was denied and we opened a case for further review which was then transferred case ID 10880944292

And they came back with the following:

Hello,

Thank you for taking the time to provide us with more information regarding your claim on order 206-6655298-2049108. Upon further review, we have decided to uphold our original decision.

Why was my appeal denied?

We have reviewed all available information and confirmed that the merchandise for the order was correctly returned on Feb 21, 2025. Since you are responsible for this return, we have reimbursed the buyer and debited your seller account. We recommend that you follow up directly with your courier.

For more information about the A-to-z Guarantee policy, please refer to our help pages:

https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_1161010_faq_a-z?nodeId=201889250

Thank you.

-Amazon

Even though I provided them with a screenshot of the tracking number as provided by the customer on their return the item was not returned to us. It was dropped off at an Evri parcel shop but Evri are stating it is too large so they are requesting the customer has to collect the item from wherever they dropped it off.

So I cannot understand the stance from the a-z claims team on this.

here is a bit of background on the issue also:

[Seller appeal correspondence] A-Z Claim for order 206-6655298-2049108 I need this case to be reviewed properly as we appealed this a-z claim and our appeal was denied we provided proof that the item was not returned from us. The customer sent the item back with Evri T00WLA4679261154 and the courier is unable to send this item back to us. This return was arranged by the buyer and not ourselves. We gave the customer an option of a collection arranged by ourselves instead they chose to return it via their own methods with a courier who cannot facilitate the return. I also asked for the messages to be reviewed sent between ourselves and the customer which it appears did not happen as this wasn't taken into account when they accessed our appeal. Now we have had the funds related to this order taken from our account and the order is still with Evri awaiting the customer retrieving this. So now we are doubly out of pocket. For this order and the a-z claim hasn't been addressed properly. Please can someone please look into this. It is also important to note the customer ordered a carpet and this is what they received so it wasn't different from what they ordered at all Many thanks Jon

Moderators - Please could any one of you kindly assist to escalate this case for further review? Thank you @Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn

@Simon_Amazon @Spencer_Amazon @Winston_Amazon