Hi Mods,

We had an A-to-Z opened before we received the returned item.

After we saw the A-to-Z claim opened, we messaged the buyer. Buyer said she did not open the A-Z claim, he/she only contacted Amazon about question related to refund. So the A-Z claim was opened by the Amazon customer service agent who the buyer contacted with.

This is against Amazon A-Z policy; the customer service agent should know that the package is not returned to the seller at that time by check the return tracking number.

On 6/7/2024, buyer messaged us said she followed our instruction to contact the Amazon customer service agent but she was told Amazon customer service agent cannot close the A-Z claim for her, this is also not true.

Now the A-to-Z claim has been granted and againt our ODR.

Amazon A-to-Z team denied our appeal without checking the message history.

The order number is 111-7448768-5818614.

Hope Mods here can help us.

Thank you