Hello everyone in the Amazon seller community! I’m here to share an extremely frustrating experience, hoping to seek advice and support.

For Order 111-4656827-0692209, Amazon made an outrageously unfair A-to-Z ruling. The buyer placed two concurrent orders, and we ensured timely shipping for both—sending out a total of four packages. Unfortunately, two packages were lost in transit. As soon as the buyer contacted us via Order 111-1154146-1341060, we verified they had received one set of sofas and immediately issued a full refund. Later, when the buyer expressed the desire to return the other set, we quickly offered assistance for the return and refund process.

However, the buyer filed an A-to-Z claim. Astonishingly, Amazon approved the refund without thoroughly examining our chat records—records that clearly showed we were actively resolving the buyer’s issues. What’s worse, the buyer refused to return the product and ceased all communication with us.

We opened Case ID 17492819131 to recover the unjust refund. Despite providing all relevant evidence, Amazon bluntly rejected our request. This unfair decision has cost us over $700. It’s not just a financial setback but also severely damages our trust in Amazon’s A-to-Z claim system.

I’m reaching out to you all. Has anyone else encountered similar situations? What strategies did you use to deal with such unfairness? Your insights would be extremely valuable to me.

@Quincy_Amazon @Dominic_Amazon@Ricardo_Amazon @Atlas_Amazon