So customer orders the item. Item reaches destination, USPS informs customer item is ready for pickup (for whatever reason). Customer does not pickup item even though after acknowledging that they received the notification. The customer messages us, in Spanish, stating they don't understand why the USPS is asking them to pickup item. We respond, in Spanish, instructing them, we are unaware why the USPS wants her to pickup the item, but likely has to do with her actual location. She responds that she still doesn't understand why and that she's disappointed in Amazon. We apologize for the inconvenience and again informed her that the tracking shows that the local USPS office has her item and it is awaiting pickup. Additionally we refund the item to her account. She then proceeds to leave a negative review and files the a-z claim. Amazon sides on the customer side and despite appeal showing communications, Amazon still did not reverse the claim.

A to Z is not even a legitimate metric; this basically punishes the seller