A customer ordered a Samsung Flip 6 from us wich was Fulfilled by Merchant. They had messaged us after the return window closed indicating that they had sent the phone to Amazon by accident (they used a return label for one of thier FBA orders).

Amazon customer service also reached out and stated the same, that the customer accidentally returned the phone to Amazon.

The customer had opened an A to Z claim indicating that the order was not received / package did no arrive.

We had responded to this with the tracking number and proof of delivery with signature.

The customer then provided the return tracking number and Amazon sent us a message stating that because the return tracking number was provided it suggests that we have the return and to issue the refund.

We have responded to this with the details and referenced the messages from the customer and Amazon customer service showing that the customer sent the phone back to Amazon and not us. We have to way of getting our phone back or even knowing if the customer sent the phone at all.

What are our chance of even winning this claim, or will we be out the full amount and the phone?

Even with full evidence and the customer's own words - somehow we are still at risk and the A to Z claim is not closed.

Any advice or help is really appreciated.

This is such a frustrating issue.

If it helps this is for merchant token A1YBE7E9TL0QJT

Thanks

Hello Amazon Team,

@Seller_vW3l7M6oLYiHv @Seller_VLOxBfLBgpoOh

Order id - 701-8919277-1769045

Please take note of the following text:

The order ID - 701-8919277-1769045 was shipped via FedEx on the required ship date and was delivered within the promised time frame to the customer. Subsequently, the customer initiated a return request, A-to-Z claim, and Chargeback Claim altogether. However, we provided all the necessary resolutions to the customer, including a prepaid return label from FedEx to return the product and have a full refund.

Additionally, we successfully won the A-to-Z claim and Chargeback claim. However, Amazon refunded the customer months later without informing us, even though we had already won the A-to-Z claim and Chargeback claim.

We kindly request payment of the full amount as the product was delivered correctly, and the customer never returned the product to us. We also attempted to open a case, but received no response.

Thank you

CUSTOMER WON A-Z, AND IT IS FUNDED BY US THE SELLER DECPITE CUSTOMER LIEING ABOUT RECIEVING THEIR PRODUCT AND SIGNING FOR IT. We have all the

customer won A-Z and the entire order was force funded by us. despite the customer lying about receiving their product and signing for it. Not only did they accept it, but had to show government issued photo ID to pick the parcel up from a local Canada Post depot. Amazon still awarded the customer a free product and full refund despite the home run evidence in our favor. Customer even acknowledged in the chat that they got their package and their problem was resolved. super frustrating and debilitating. Second loss this week on A-Z that should have been a homerun win for us since the customer signed for their package on time. Please help. @Seller_vtQxROP6UNr1O