a buyer bought a coffee machine and we shipped on time to France then after a day when he received it , he contacted us that it has a damage from shipping. so he sent it back( not even waiting for our carrier to pick it up and sent us 65 euros shipping cost to pay. and we agreed for everything.

when we receive it , it was in a broken box( not the original that we sent) all broken and screws are loose and most of the parts are stolen from inside. its 500 euros coffee machine that worth nothing now.

after all that he opened a to z and amazon refunded him his money from us and it affected our ODR that we are selling damage stuff !!

its soo unfair!

we are selling used item . we send a message to the customer when they buy it to confirm that they are buying a used item. so the buyer ( order 407-7692309-4905961) replied after 24 hours and we were forced to ship her order. and she said that she does not want a used item and did not notice that she is buying a used item. we asked her to refuse the delivery and they will return it to us. and that's what happened . it was returned to us .

so we opened a case asking amazon what shall we refund her , they advised us to refund her the order cost but charge her for the delivery and the return as the item was mentioned and listed as used ( case ID 9979896922)

so we followed what amazon told us to do and followed the policy as the buyer made a mistake not us ( but we were nice with the buyer and we did not charge her for the return just for the shipping )

then the buyer opened A TO Z claim and they charge us the shipping and it affects our ODR . and they give us the reason that we did not have a local return address !!!! how does out make any sense! the whole order was not accepted by the buyer to issue her a return label!! and then we followed what amazon advised us to do ,, then we get the fault ourselves !!! that's not fair .. please need someone to explain this act!

Amazon has repeatedly costed us thousands of dollars over fraud customer A to Z Claims. we provide all the factual and documents requested we repeatedly get like claims denied and granted in the customers favour. This is absolutely ridiculous and not long term stable for our business while customers can make any claim they want without any evidence to support their claim. We are trying to get our money back as we kindly ask for Amazon to intervene as this is completely fraud on Amazons part as well. I’m not sure who you have hired in the A to Z claim department, but they are clearly unable to read factual information and do their job properly.

The A to Z Claim - Customer issue: - Damaged or defective item. This is not true either as the watch is working perfectly fine as per the written Amazon messages between the buyer and I. The Buyer claimed they loved the watch and needed only the missing instructions which we PROVIDED from the manufacture.

This customer has made multiple complaints to us stating the watch we sold him is a counterfeit when indeed it is NOT. We are authorized dealers and we do not sell any counterfeit items. He also claimed in his Amazon messages in writing that he loved the watch previously and wanted the manuals / instructions . We provided the customer with the manufacturer instructions that were available for the model and make number . Then the customer randomly changed his mind and reason and submitted a claim for counterfeit. How is this even legal and granted to the buyer!?? Where is the proof to support this false claim. We want our money back to us as this buyer is abusing the A to Z Claims forms and Amazon lets them get away with it with their incompetent claims department.

Order ID: 402-7629655-0886722