I am writing to express my serious concern regarding an ongoing issue with our account with the A to Z Department. A customer [Moderator: content edited, customer name removed] placed two orders:

- **ORDER ID 1:** 402-5935025-6348357

- **ORDER ID 2:** 402-0255551-7903563

on July 16th, and both were shipped on July 18th. At the customer's special request, we arranged to have the products delivered directly to their workspace by booking a Porter for the delivery. We received confirmation from the customer on the same day that both orders were successfully delivered.

On July 29th, the customer, Ramesh, filed a claim for the first order (ORDER ID: 402-5935025-6348357), stating that the light color was different (natural white) and requested a replacement with cool white or a refund. However, he informed the Amazon team that he did not receive the product. After speaking with the customer on July 29th, I discovered that the issue was with the light color, not the delivery. Since the customer couldn’t find the option for a replacement, he raised an A to Z Claim. After providing all necessary documents, including delivery confirmations and tracking slips, the claim amount of Rs. 37,500 was granted to me on July 31st.

Ten days later, the same customer claimed his second order (ORDER ID: 402-0255551-7903563), again stating that he did not receive the items. However, the customer had already received all 18 units on July 18th, as confirmed by a recorded call, package images, tracking IDs, and delivery slips. The claim was made on August 10th, and despite a week of follow-ups with Seller Support and the A to Z Department, I have not received any assistance.

I kindly request your urgent assistance with this matter concerning Order ID 402-0255551-7903563. Rs. 30,000 has been deducted from my seller account and an additional Rs. 3,400 has been charged as refund expenses. This situation has also negatively impacted my Order Defect Rate, leading to removing my buy box, which has significantly decreased my order rate.

I have had multiple discussions with the customer today and have all the relevant information and recordings of our conversations, confirming that they received the products. Despite this, the amount of Rs. 30,000 + Rs. 3,400 has been charged to my account. I am facing significant issues and financial losses, and I am not receiving any support from the Seller Team, Account Health Team, or the A to Z Claim Department.

I urgently seek your assistance in resolving this matter.