Buyer requested replacement ("NEVER received!") Once replacement was sent Amazon refunded the customer in full.

Despite the photo proof of delivery from an Amazon partner carrier, the customer claimed the item was not received.

As soon as we provided the tracking number for the no-cost replacement, Amazon gave the customer their money back.

We're out (2) higher value items, and handled per the Amazon TOS. We now know that we've been scammed. How do other large sellers handle this type of scam with Amazon, as Amazon handles all of the proceeds of the sale.

I had a customer reach out about an item they ordered. Tracking shows delivered, but they said they never got it. I purchased shipping through Amazon. I directed the customer to complete an A to Z claim, since I thought the customer would be refunded because I shipped on time, tracking showed it was delivered on time, and I bought the shipping through Amazon. I asked the customer to place an order again to get another package sent out.

However I just got a message from Amazon customer service asking me to give the customer a refund or send out a replacement. Now I'm confused. I thought this would be something Amazon would cover, so why is customer service sending me a message? I thought this would be covered under the A-Z guarantee.

Can someone please help me understand how I should respond and what you do in these types of situations. Thank you.

Hello Amazon Seller Community,

I’m reaching out for advice regarding an unfair A-to-Z claim. Here’s what happened with Order #111-9795240-5622602

December 7: The customer provided an incorrect address, causing the package to be returned to us. We contacted the customer to confirm the correct address.

December 12: The customer confirmed the correct address, and we arranged a replacement shipment.

December 13: We provided the customer with the new tracking number.

December 18: Despite knowing the replacement was on its way, the customer filed an A-to-Z claim and received a refund.

The replacement package was later delivered and signed for by the customer.

Now, the customer has both the product and the refund, which is unfair to us as the seller. The issue arose due to the customer’s incorrect address, and we promptly resolved it by sending a replacement. However, the customer still chose to file a claim while the replacement was in transit.

Has anyone experienced a similar situation? How can we request Amazon to review this order and reverse the refund since the customer received the product? Any advice would be greatly appreciated.

Thank you!

@Seller_1KYLYkgAlu4xX@Seller_s3amN64nZ4y9V@Seller_RsATYbG9XP0HP@Seller_ovM5p622oIbGp@Seller_c2KLMXKhUYF3u@Seller_Lz6S1nnAIzbYB@Seller_pB5cNkUhpDlVP@Seller_khUF6HPR2AHxu@Seller_vtQxROP6UNr1O@Seller_pAPBCLhysbW5T@Seller_t9kvdr2yixQej@Seller_khUF6HPR2AHxu@Seller_nS0jcFQNDLG3e