Dear Amazon Seller Support Team and Fellow Sellers,

I am reaching out for advice and support regarding a recent A-to-Z claim (order 114-8521904-0688263.) that was granted against my account, which I believe to be unfair and unjustified. Despite providing all necessary evidence and clear communication, Amazon has consistently maintained their decision, and it has severely impacted my business.

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What Happened:

1. Buyer Contacted Us (Before A-to-Z Claim):

• The buyer purchased the following item:

ASIN: B0DGCY7TGZ

Product: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)

• Buyer messaged us stating that they returned the product and were waiting for a refund.

• The message was sent on Saturday, March 17th, when our office was closed due to the weekend.

• I promptly replied to the buyer, informing them that the office was closed and that the refund would be processed on Monday once our manager returned.

2. Buyer Filed A-to-Z Claim After Return Window Closed:

• Despite being informed about the delay and the refund being processed on Monday, the buyer filed an A-to-Z claim on the same day (Saturday) when we were not operational.

• It is important to note that the return window had already closed when the buyer filed the claim.

3. Issue with the Returned Product:

• Upon receiving the returned item, we found that the product was damaged/defective (mention the defect clearly if possible).

• We immediately documented the issue and tried to address it through the correct channels.

4. Amazon’s Response:

• We submitted our appeal, explaining the entire situation and providing evidence of communication with the buyer.

• Despite this, Amazon repeatedly responded with “We stand by our position”, without acknowledging the facts or evidence presented.

• It feels as though the decision was made solely based on the buyer’s claim, without considering our side of the story.

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Consequences:

• The A-to-Z claim negatively impacted our Order Defect Rate (ODR).

• We lost the Buy Box, which has drastically reduced our visibility and sales.

• All advertisements were automatically stopped, leading to further revenue loss.

• Despite multiple appeals and follow-ups, Amazon has not reconsidered the decision.

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Why This Feels Unfair:

• The buyer did not wait for the promised refund time, which was communicated clearly.

• The product was returned after the return window closed and was damaged.

• Amazon made a one-sided decision without taking the seller’s evidence into account.

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My Request:

• I kindly urge Amazon to reassess the A-to-Z decision, taking into account the evidence and facts presented.

• I also request guidance from fellow sellers who may have faced similar issues. Any advice on how to restore the Buy Box and resume ads would be greatly appreciated.

• I would appreciate it if Amazon’s support team could directly address the issues I’ve raised, rather than giving a standard response.

Thank you for your time and consideration. I hope to find some resolution or at least support from the seller community.

Sincerely,

Eclatique Rug

@Michelle_Amazon

@Joey_Amazon @Danny_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon @Tiff_Amazon @Charly_Amazon @Jameson_Amazon @Ricardo_Amazon @Atlas_Amazon @Dougal_Amazon @SEAmod @Nano_Amazon