This is an unusual 1 for us. We got an A-to-Z claim with the customer issue of damaged or defective item with the customer comment of "I have not received my refund it’s been over 2weeks" Amazon auto granted the claim. When we received a message that the A-to-Z claim was granted, we checked the details, and appealed with a screenshot showing the transaction details for the order, showing a date that a refund was issued. This refund date was 2 days after the order was returned. It took a day or so to process the item, and check for the defects the buyer claimed the item had, surprise, the problems were due to a system compatibility issue, and the item was perfectly fine. We issued a refund with a restocking fee, since the item was returned opened, following Amazon's policies. We explained all of this in the A-to-Z appeal, and even messaged the buyer explaining the restocking fees before issuing the refund. Amazon's A-to-Z claim team however decided to uphold their original decision.

What did we do wrong? If there is a moderator who reads this post, can you help us understand what we did wrong that made Amazon decide an issue caused by the buyer was our fault?

Order ID: 111-0698138-9684224

First off, Amazon issued a full refund plus return shipping on 11/03/24 - almost 90 days after item was delivered to buyer. Now its almost 100 days since the item was delivered to the buyer, and the buyer returned the item to an address in Key Point, New Jersey and not to us in South Carolina. Clearly fraud involved here by the buyer. The USPS in South Carolina asked that we file a complaint on this buyer with the U.S. Postal Inspector's Office. 

Item Purchased: 8/7/24. Item Delivered: 8/10/24. Amazon Approved Return: 8/20/24. Buyer Shipped the Return: 10/31/24 (already over 60-days after it was received). Amazon Issued a Full Refund: 11/3/24. Package Returned to the Wrong Address: 11/12/24 ( returned to Key Point, NJ).

We filed an A-to-Z Claim but Amazon Denied the claim and refunded us nothing. Total BS. Typical Amazon not following their own return policy and screwing over the seller. This is a constant problem.

We should be granted $102.94 ($89.99 for purchase price, $6.29 for shipping charges, $5.62 for return shipping, and $1.04 for addition return shipping charges).

Order : 113-9198939-9225803

Buyer ordered two items; Blue and yellow

Buyer returned one item; Blue and received a refund for one item; Blue within return window is opened.

After return window is closed, he opened the A to Z claim for yellow. (Buyer clearly said he want to return the item on A to Z claim reason section.)

But A to Z claim team just issued a refund without returning the item and closed case with our ODR increasing.

We opened cases to appear and all our cases transferred to A to Z claim team and they just denied our appear within 2 mins with Ctrl-C and Ctrl-V massage.

Can anyone check this case???