BUYER CHANGED DELIVERY ADDRESS DIRECTLY WITH COURIER AND THEN COLLECTED THE PRODUCT AFTER HE HAD FILED AN A-Z CLAIM AND RECEIVED HIS REFUND. PLEASE HELP

Hi,

Can anyone help with this issue.

The customer Changed the Delivery address to a local pick up point directly with the carrier and then filed an A-Z claim and amazon notified me of the A-Z in the evening and by the next morning they had refunded it. At which point the customer collected the parcel and there is proof which I have sent to Amazon but they have disregarded and said it was refunded because the item was not delivered to his home address but this is not in my control especially when it was being delivered to Italy, I cannot stop a parcel being delivered to a local pickup if the customer changes it.

For Amazon Customer Services, this is my 3rd time posting. The case info is below which i have sent but still waiting for you to reply:

the order number is 407-1146804-3656350.

I can't see a case ID on the email from the A-Z team but the reason for refusal of my appeal was as follows:

Why was my appeal denied?

We have reviewed all available information and determined you did not fulfill the order to address we have on file. All orders must be shipped to the address provided by Amazon

I have since raised this with customer service as the A-Z claim was raised a 9pm GMT and the claim was granted 6am the next day giving me less than 24hrs to respond which is very unreasonable and not right.

The case log in relation to this is: 10151465082 which is still unanswered and showing as transferred but nobody has resolved this since 29th August 2024

We have had a customer place an order to their old address, the day of delivery they message through Amazon to ask to change the address - this cannot be done 2 hours before delivery.

We explain to the customer nothing can be done and they will have to go to the old address to reclaim the item - they refuse and open an A-Z claim which amazon grant.

We appealed the A-Z claim showing amazon messages where the customer has asked to change address etc and also then delivery confirmation photos - amazon rejected the appeal and upheld the full refund to the customer.

The customer then leaves us a negative feedback stating 'not received', I request to amazon that it be removed and again they refuse as its not against amazon policy.

Any mods on here with any sense able to sort this out for me?

We used RM tracked (no sign-for) service, but that doesn't matter for Amazon. They still granted A-Z to a customer who provided the wrong (old) delivery address and claimed an undelivered parcel. I just gave up and only use FBA right now.