Lost an A-Z Claim (not received) with delivered photo, please help review and clarify
Order number = 111-3988706-8952210
Hello! The customer claims that they did not receive the package. However, according to the official tracking information from FedEx, the delivery driver securely placed the package in the customer's parcel locker, and photos were provided as proof, buyer said it is a photo of his mail room.
Furthermore, our warehouse has provided the shipping label, which clearly lists the accurate order quantity and delivery address, all of which are correct. We fully fulfilled our responsibility by dispatching the goods on time and ensuring that they were delivered to the customer’s address before the promised delivery date.
Regarding the signature confirmation, we are unable to provide it because Amazon does not require sellers to use signature-required shipping methods, and the customer did not request such a service for this order. To minimize logistics costs and reduce the risk of returns due to uncollected parcels, we chose the default shipping method without signature confirmation.
Therefore, we believe the order was handled in accordance with standard procedures and there was no fault on our part. Given that we have provided a complete chain of evidence that clearly shows the order was delivered safely as promised, we believe it is unfair that Amazon has processed this A-Z Claim and issued a full refund based solely on the customer’s claim without conducting a thorough investigation or considering all the facts. This treatment is unjust for us as sellers, and we respectfully request the cancellation of this refund and a fair resolution of the matter. Thank you for your understanding and support. We look forward to your prompt response. @mods, please help review. Thank you.
Sincerely, Henry
Pinned by community manager