This is a new one for us. A customer claims they did not receive their order. We provide the tracking information as well as the proof of delivery photo from the carrier showing delivery before the expected delivery date. The customer says they still did not receive the item. That is fine, we say no problem we will refund you the full amount and proceed to refund the order.

I did not think any more of this until weeks later we receive a message from Amazon customer service that the refund did not go through and we need to try to process it again. We check the order and it does not show that it's been refunded. We attempt to refund again.

We check again the next day to make sure it's gone through and it still does not show a refund. We attempt to process the refund again. We do the same thing for a few days and assume Amazon has taken care of their problem and processed the refund to the customer.

They did not and instead we receive an A-Z claim stating that we did not provide the refund to the customer. We appeal of course showing that we have attempted to do so, have proof that Amazon customer service was aware of the issue and of course our appeal is denied stating that we did not ship the item in time.

The best part of all of this, the customer still has not been refunded. It shows the full amount on our order page, no email notification from Amazon about a refund and nothing on our transaction list.

Can someone please look into this as it's a bit ridiculous that our account should be damaged for something like this, and even more ridiculous that our customer has not been refunded.

Purchase date: Wed, Jun 19, 2024

Deliver By date: June 26th - July 4th 2024

Received by carrier: June 21, 2024

Delivered by carrier: June 27, 2024

Message from Amazon customer service: July 12, 2024

"Reason for contact: this item was not delivered past delivery date cx wants to request refund"

Message by us to customer: July 12, 2024

We provide tracking information which shows delivery and provide the proof of delivery photos from the carrier

Message from customer: July 12, 2024

"I never received it tho"

Message from us: July 12, 2024

"Ok I'll send you the refund."

First refund attempt: July 12, 2024

Message from Amazon: Aug 2, 2024

"Reason for contact: the customer has a new card we did some basic touble shooting and inform the custome to call the bank please reprocess the refund of the customer"

Message from us: Aug 2, 2024 - "OK"

Aug 2, 2024 - refund attempted again

Aug 3, 2024 - refund attempted again

Aug 4, 2024 - refund attempted again

Aug 8, 2024 - A-Z claim received

"Is anything missing? Yes. What's missing? The entire package or received empty package. Did your address change? No. Reason Code: NOT_RECEIVED"

Aug 9, 2024 - A-Z appeal denied

"We have reviewed all available information and have determined that the merchandise was not shipped in a timely manner. You must ship media products (books, music, DVD, and video) within 2 business days of the close of a sale. Non-media products must be shipped by the shipping availability date you specify in the product feed. In this case, the order should have been received by the buyer no later than July 5, 2024. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. "

Current status - CUSTOMER STILL HAS NO REFUND!

ORD: 701-8483554-7514632 Shipped with UPS.

UPS attempted to deliver package, but the business was closed and no one was available to receive the package.

The package was brough to a UPS pick up point. We contacted the customer to give them three options as next steps and requested they confirm how they would like to proceed:

1. Contact UPS to request a second delivery attempt.

2. Pick up the package from the pickup point.

3. Wait for the package to be returned to us so that we can issue a refund.

The customer never responded to our contact, and failed to retrieve the package from the pick up point. When the package was returned to us, they immediately filed an A-Z claim for delivery to the wrong address. Although, we would have issued them a refund anyways, the A-Z was granted with an ORD impact. We appealed the decision considering we had done everything at our disposal to ensure the package gets to the customer; however the appeal was denied without consider.

I would appreciate if an Amazon support specialist can actually look at this case and consider the appeal to remove the ODR impact.

hi guys, do you have recently issue with UPS to Amazon warehouse YGK1 and YOO1 ? look like all stuck at Caledon,ON (UPS ) . reason : '' Delay in delivery due to external factors '' . we can' t get a ''delivered'' status on our shipment. I'm ready to heard how is on your side actually .