This item was not defective or damaged. It was returned incomplete without the manufacturer's box and Amazon stuck the return label on the item. The item was returned without a shipping box. We do not know who missed the manufacturer's box, Amazon or the customer. But Amazon mutilated the item when they stuck the return label on the item and shipped it back without a return box. Now they said that it was damaged by the customer, which is false.

So we had a case where the customer returned an item to us making a claim that the shipping box was in perfect condition, yet the item in which was in the box was damaged. The item that was sent back was visually used as if they swapped the item out and the screen on the item was cracked in the corner making this item no longer sellable. We did go ahead and file a Safe-T Claim and sent in the necessary photos of the shipping box, shipping label and the contents in which was returned along with its condition. We also showed how the item was sent back which was just tossed in a box far to large with 0 padding allowing the item to free float and bounce around yet:

1. We still lost that claim

2. We have denied your refund request for the order

Why is this happening?

The issue you reported is not covered by the Prepaid Returns for Seller Fulfilled Order program.

I have 1 chance to appeal this. What would be the proper way for me to handle this to win the appeal for this item?

UPS label purchased using buy shipping, it's being returned to us as damaged per tracking. Customer is requesting a refund( right fully so)

How to handle this? Do we put in a claim with the carrier or should they open an A-z claim? I suspect Amazon won't even cover cover the claim because tracking says returning to sender(damaged).