Buyer has received the parcel after the claim was refunded.

We waited for the parcel delivery for starting our appeal. The tracking shows buyer has received the parcel and proof of photo shows that as well.

Buyer is elderly and unable to correctly email us through buyer/seller messages to properly write the email to us, however they responded to our email and also contacted us outside Amazon to confirm receipt of the parcel.

We do not wish to keep messaging them either as it is not great thing to do.

My appeal to reverse the claim was denied giving below reason by the claims team.

Thank you for taking the time to provide us with more information regarding your claim on order 026-4788293-7945161. Upon further review, we have decided to uphold our original decision.

Why was my appeal denied?

We understand your concerns and would be happy to revoke the claim associated with this listing and recharge the buyer, but we can only do so by their direct request. We encourage you to contact the buyer directly regarding this claim. The buyer can then let us know the issue has been resolved.

How do we resolve this claim as they have also given us ODR. I want the claim to be reversed and ODR removed. However, I do not wish to keep contacting the buyer as they are elderly and do not know much how to use buyer/seller messages which is already complicated for people to use.

@Seller_z3k8APxGfbQEK, @Seller_Huz6FT08OxHAR , @Seller_mIRnuhdx7l5sN , @Seller_TSXM2A5nxWSuH , @Seller_XUNeUuvrQDpgP please help us review this claim internally.

Dear Sellers,

I recently sold an item on Amazon, and the customer submitted a return request stating, "I ordered the wrong item." The return was automatically accepted by Amazon.

However, when I received the returned item, the package was damaged, and some of the cream had clearly been used. I also found out that Amazon has already issued a refund to the customer.

This is the first time I've experienced an issue like this, and I'm unsure how to proceed. Is it worth contacting Seller Support? I would appreciate any advice on how to report this kind of behavior and how to claim my loss.

Thank you in advance for your help.

Best regards,

I have a customer who has had a large order from us, I have full tracking history, proof by image and also signed for by the customer. she is claiming she never received the goods and has issues an a-z claim against us. this order is valued at £680!

I appealed the claim giving all the information required and it was upheld due to 'We reviewed the details for this claim and found that you did not respond to the buyer's message before the claim was filed'

the customer contacted me off a different order number (she has purchased off us 5 times) - I responded to her within 24 hours. I had to go through seller support to inform them of this and re-appeal.

I then get another upheld excuse 'you did not provide the carrier website link or it does not show any tracking information on the carrier's website'

All of this is incorrect. its infuriating! the customer clearly received the goods and I am out of pocket yet again!

The a-z claim department is completely incompetent and not fit for purpose.

I am seriously considering not selling through amazon any more. they don't care about the sellers at all!

Dear Amazon Seller Support,

I hope this message finds you well.

I am writing to respectfully request the removal of a feedback left on my seller profile that I believe does not comply with Amazon’s feedback guidelines. The comment in question is clearly related to the product itself and not my performance as a seller. Despite attempting to appeal this through the usual channels, the feedback remains in place, and I have not received a satisfactory resolution.

As per Amazon’s guidelines, feedback that is solely related to product reviews should not be attributed to the seller. In this instance, the buyer has rated me based on their dissatisfaction with the product, which I do not manufacture, nor was the feedback reflective of my service, fulfillment, or communication.

I always strive to provide the best service possible and maintain a high level of customer satisfaction. Having this unrelated feedback on my account unfairly impacts my seller rating and misrepresents the quality of service I provide.

I kindly ask you to review this matter again and consider removing the feedback in accordance with Amazon's policy. I would greatly appreciate your support and understanding.

Thank you for your time and assistance.

Best regards,

A buyer claimed she no longer needed the product, but returned half of the product and still got a full refund. Does that make sense at all? even with a picture of the product taken to proof it.