Amazon accepted A-Z claim the 4th day from customer return delivered. Amazon used to passed customer message to us to remind refund in case customer contacts Amazon customer service. This time Amazon just accepted A-Z claim or Leaded customer A-Z claim without notice. As buyer of Amazon I get message as like this " Your return delivered successfully, Please allow 7 business days issue you a refund "

Here is the order:

111-6931188-5762602

This customer ordered a GPU from us.

It was shipped on time and delivered using Amazon Buy Shipping.

It has a signature and proof of delivery.

Order even shows that we are claim protected.

Customer claims it was stolen.

I direct them to file an A-Z claim.

They file it and we lose for some reason even though I provided proof of delivery in the claim and show that we are protected from claim of this nature on this order.

I appeal and we still lose again.

Here is the reason they give me

"Why was my appeal denied?

We have held you responsible for this claim as you have had an increase in claims where we have covered the cost of the claimed items without requiring a return. Please contact the buyer to organize a return"

This does not make sense at all.

Amazon does not get to choose to not protect something cause they feel there has been a lot of claims.

Please help!

Hi Mods,

We had an A-to-Z opened before we received the returned item.

After we saw the A-to-Z claim opened, we messaged the buyer. Buyer said she did not open the A-Z claim, he/she only contacted Amazon about question related to refund. So the A-Z claim was opened by the Amazon customer service agent who the buyer contacted with.

This is against Amazon A-Z policy; the customer service agent should know that the package is not returned to the seller at that time by check the return tracking number.

On 6/7/2024, buyer messaged us said she followed our instruction to contact the Amazon customer service agent but she was told Amazon customer service agent cannot close the A-Z claim for her, this is also not true.

Now the A-to-Z claim has been granted and againt our ODR.

Amazon A-to-Z team denied our appeal without checking the message history.

The order number is 111-7448768-5818614.

Hope Mods here can help us.

Thank you