Hello,
We are looking for guidance or escalation regarding an A-to-z Guarantee claim that was wrongly granted on our Amazon seller account, despite following all of Amazon’s policies precisely.
Order ID: 113-5015424-6228207
Timeline:
June 16, 2025 – Amazon asked us to provide a valid prepaid return label, including:
Tracking number ##########
Plain text return address ###########
Acceptable file format (<2MB, .jpg/.tif/etc.)
We uploaded a fully valid USPS label in the return request:
Carrier: USPS via Shippo
Tracking ID: ##########
Return Address: ###############
File type: Image, within size limits
Also emailed to the buyer directly
We then replied to the claim with the exact response Amazon asked for:
“Prepaid return label updated with valid tracking ID.”
Despite all of this, Amazon granted the claim, debited our account, and added it to our Order Defect Rate.
The reason given was:
“You did not respond with the specific information requested on June 16.”
This is false — the info was uploaded and confirmed. We followed the process to the letter.
We’ve already filed an appeal and re-submitted the evidence, but we’re deeply concerned that:
The return label was ignored
Our compliance was not acknowledged
The claim has unfairly impacted our performance metrics
Has anyone experienced a similar situation where Amazon says you didn’t provide a label — when you clearly did?
Is there a way to escalate this through the right internal channel?
Any Amazon team member, please help correct this — it’s a clear system error or oversight.
Is it Amazon glitch or Amaozn support does not care and closes AZ claims without even reading and checking all information provided?
Thank you in advance to any seller or Amazon rep who can help us get this claim reviewed fairly.
Sincerely,
@Seller_dnxnrsZIeTNo3 @Seller_4GjtS9k0cnHHv @Seller_aEROSwwdnzGiU @Seller_1KYLYkgAlu4xX @Seller_pAPBCLhysbW5T @Seller_PIHyltK09pbl3 @Seller_F4AbbFj6ovBk3 @Seller_R6oYCnTB9O1Uy @Seller_OOVUXZLmb2UEH @Seller_fXQIQzsolCXuL @Seller_GEZPMc4CeQfh6 @Seller_l7Jtck9jxnEA0 @Seller_37l8i4vuvugjG
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