ORDER ID #702-4304277-4843469, Fraudulent A-to-Z Claim Approved in Error

This appears to be a case of a buyer intentionally abusing the A-to-Z Guarantee policy to obtain both the product and a refund, despite confirmed delivery and signature—unfortunately, the claim was mistakenly granted in their favor

The package was setting to Deliver by:Wed, Mar 19, 2025 to Thu, Mar 27, 2025.

The package was arrived at the local post office on Mar 17, 2025. However, the buyer refused to pick up. As the seller, we contacted with Canada Post. The local delivery mailman can't reveal but tried to tell us "let the buyer to pick up personally at the post office ( with Present his ID and match his shipping address) "

The buyer insisted that he can't pick up and also blamed at us that we should Not use Canada Post as the shipping carrier. We tried so hard to keep communicating with the buyer and Canada Post. ( Canada Post can't tell us exactly the truth but asked us to tell the buyer picking up instead)

We sent a few time of email to the buyer. Suggest him to pick up personally, if he can't. He can authorize his family or friends to pick up for him. The buyer still refused and asked for the money back.

*** Marked: The last day for the package to receive is Mar 27, 2025. This buyer is smart and knows HOW TO PLAY WITH AMAZON POLICY ***

On March 31, 2025, the buyer went to pick up the package, signed the package, then claim A-to-Z that "the package is NOT arrived. " As the responsive seller, we appeal A-to-Z claim immediately with attached the signature. Stating the the package has been picked up by the receiver at the post office.

After 2 hours later, we received the decision from A-to-Z claim team. Refund Granted Despite Proof of Delivery and Signature, mentioning " In this case, the order should have been received by the buyer no later than March 28, 2025. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more."

The package was arrived at the post office on March 17, 2025 but the buyer refused to pick up. He didn't tell us the exactly reason. Instead, he blamed us why we used Canada Post. ( We replied that there is no note left on the order to avoid Canada Post). From March 18, we follow up this case with the buyer and the shipping carrier.

Back and Forth messages between us and the buyer are "over 23 times" ( We put this case as the priority) between March 17 and March 18. ( just because the buyer refused to PICKUP personally)

Unfortunately, the buyer claimed A-to-Z that the package didn't arrive which is NOT true. The buyer picked up at the post office ( on the same day right away he made the claimed)

A-to-Z claimed team made the fault granted. From A-to-Z claim team's email, stating that the package was delivered "LATE." This is so wrong. The package arrived at the post office ahead of schedule arrival time. There are more days for the buyer to arrange picking up. The buyer picked it up after the deadline date on PURPOSE. (NOT the first time saying package not arrive, therefore, Canada Post delivery mailman REFUSED to send the package to his address)

Please see the messages between the buyer and us.

The buyer knows the Amazon refund policy and played with it. This case raises serious concerns regarding potential buyer fraud. As a seller, we invested significant time communicating with the buyer to resolve the pick-up issue. Canada Post has verified that the buyer had to pick up the package in person, present valid ID, and sign for it before it was released. Given the clear and undeniable proof of delivery, we respectfully request that Amazon reverse this claim in our favor. We trust Amazon’s commitment to protecting sellers who follow proper shipping procedures and request fair consideration in this case.