Can someone from Amazon please help me with this matter? I sold 2 items to a customer, bought a Fedex shipping label through Amazon, and shipped the items on the ship date. The item becomes delayed in transit. The customer files and wins an A-toZ claim. The package is delivered a few days later. I open and lose an appeal for the AtoZ claim. The customer now has been fully refunded, has $361.94 in product, and I have taken a hit on my metrics.

How can I lose an A-Z case when I purchase the shipping through Amazon, ship on time, and the customer receives the item? I should be protected from taking a metrics hit. I should be protected from being out the cost of the product. How is it even possible that I lose the appeal?

History:

1) 11-28-34. Customer purchased 2 items, totaling $361.94. Order number 112-2215673-6826659

2) 11-29-24. Customers order was shipped (On the ship by date). Shipping purchased through Amazon and does show 'Claims Protected'.

3) 12-15-24. AtoZ claim is opened. I represent my case.

4) 12-16-24. I lose AtoZ claim

5) 12-19-24. The item is delivered.

6) 12-28-24. I appeal the AtoZ claim

7) 12-29-24. AtoZ Appeal lost

This seems very wrong. I was not protected. I should have been refunded the money. This AtoZ should not count against me

@Seller_GEZPMc4CeQfh6

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@Seller_CnfW62x6yxvJw

Order shipped on time,delivered on time and tracking shows delivered.bought shipping through Amazon buy shipping as FBM.Buyer claims did not get it.Amazon refunds and takes funds from me through an AtoZ claim as not recieved.I believe Amazon is supposed to cover this with buy shipping protection???

We fulfilled an order recently using Amazon Buy Shipping. The order was shipped a day earlier than required and arrived several days earlier than expected. The CX then emailed us claiming INR about a week later. We researched the issue and found that the tracking data showed delivery. CX filed an AtoZ claim and Amazon granted it--Seller funded. I appealed. No change. How is this possible? Order 112-3164478-6182638.