Dear Amazon.com

Order ID: # 112-6603756-1813838

We delivered 7 items with one package to ordered customer and then USPS status is Package delivered dated on Mar 28, 2023 as like below delivery info.

BUT, this customer said, she lost box on front door and then she requested A-to-Z Claims and then Amazon.com refunded those 7 items.

Is this correct processing?

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Delivery Information

Time Location Event Details

Thu, Mar 28, 2024, 8:01 AM PDT Package delivered.

Thu, Mar 28, 2024, 3:10 AM PDT Package is out for delivery.

Thu, Mar 28, 2024, 12:41 AM PDT Package arrived at a carrier facility.

Wed, Mar 27, 2024, 11:51 PM PDT Package arrived at a carrier facility.

Order ID: # 112-3005295-9567420

Purchase date: Wed, Feb 12, 2025, 6:46 PM PST

Shipped with UPS Signature Required

First Scan - 02/13/2025, 9:17 P.M. (From UPS)

Delivered and Signed - 02/14/2025, 12:34 P.M. (From UPS)

Customer messaged you

February 16, 2025

You messaged the customer

February 17, 2025

Customer messaged you

February 20, 2025

You messaged the customer

February 20, 2025

Customer messaged you

February 20, 2025

You messaged the customer

February 21, 2025

A to Z Claim date: February 27, 2025 (Granted in favor of buyer)

Contacted UPS and received copy of signature for Appeal

A to Z Appeal: Mar 1, 2025 (Denied in favor of buyer)

A to Z Reply: The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.

Now we are out the money approx $700 and without the product?

How do we escalate this to an actual human instead of the AI bots that can't read?

Can any mods help out?

I hope you are doing well. I am writing to request the removal of negative feedback for Order ID 112-8564138-1401810. The buyer has claimed that the product was misrepresented on Amazon, indicating that two headlights were shown in the advertisement, but only one was delivered. I would like to provide evidence that this feedback is incorrect and request a manual review for the removal of the feedback.

Feedback Details:

Order ID: 112-8564138-1401810

Feedback Date: 6/26/24

Feedback Comment: "The seller has still not provided me with a shipping label to return the item. The item was misrepresented on Amazon by showing two headlights in their ad and also in the narrative. However, they only provided one headlight per order and are now delaying providing me with the thing I need to return the items and receive a refund. Terrible service!"

Rating: 1 star

Our Response:

The listing for this product clearly states that only one headlight is included in the purchase. Nowhere in the product details or images does it suggest that the buyer would receive two headlights. The product images, showing different angles of the same product, may have caused confusion for the buyer, but the description is clear.

I have attached the following:

1. Product Page Screenshot showing that only one unit is included in the order.

2. Product Description Evidence proving that the listing never stated two headlights were included.

3. Images demonstrating that multiple pictures were included to show different views of the same headlight.

Regarding the Return Label:

We did inform the customer to request the return label directly through Amazon, as Amazon handles the return label process. Once the customer initiated the return, the system generated the label automatically. However, after the return was completed successfully, the customer left negative feedback despite receiving the appropriate service.

Request for Feedback Removal:

Given that:

The listing was never misrepresented,

The return process was managed according to Amazon’s procedures, and

The feedback is unfair and misleading,

I kindly request that this feedback be removed from our profile as it is not a reflection of the seller's actions but rather a misunderstanding by the buyer.

Thank you for your time and understanding. I look forward to your support in resolving this matter.