Hoping to get a moderator to assist.

A customer filed an A-to-Z claim for order 111-0515014-9571433. The package was mishandled by UPS and returned to us rather than being delivered. The customer contacted us about it and we sent a replacement. We sent multiple messages to the customer, but they must not have received them as 3 days later they filed an A-to-Z claim. Amazon immediately approved the claim and refunded the customer. It doesn't count against our account, but the return was taken from our funds even though a replacement is currently in transit.

We appealed the A-to-Z claim, and gave the new tracking number and referenced the messages sent to the customer. Apparently, Amazon doesn't read our messages either. The appeal was denied because "The tracking information you provided shows no update since 11/01/2025." I tracked the package this morning, and it is currently expected to be delivered this coming Wednesday, Jan 29th. There are multiple scans in the UPS system.

We need someone at Amazon to actually read the appeal we submitted. Can one of the moderators provide assistance?

Thanks!

Order ID: 113-0007853-0047400

Facts in the case: Customer filed an A-Z without ANY contact.

Appealed based on the NO CONTACT rule of the A-Z Policy.

A-Z Policy for Sellers: https://sellercentral.amazon.com/help/hub/reference/G27951

A-Z Policy for Buyers: https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV

Both of these state the Customer MUST contact the seller FIRST and give them 48 hours to respond. This customer did NOT contact me period. It doesn't matter if the item was delivered or not, the customer did NOT contact me and give me the opportunity to either prove delivery or refund or anything. Based on that, this SHOULD have been funded by Amazon and the ODR removed. I need a MOD to help escalate this because my appeal was denied for "not proving delivery"... I appealed based on POLICY of the customer not contacting me before being allowed to file a claim. This SHOULD not count against me. Amazon went against policy and allowed the customer to file the claim without contact. I need this escalated. Please.

@Seller_RSwABJNHpHnEZ @Seller_l3eCP9f1PtJXC @Seller_nS0jcFQNDLG3e @Seller_GEZPMc4CeQfh6@Seller_4GjtS9k0cnHHv@Seller_guPeMXBrBxqyU@Seller_YeWcEeTwlVO93 @Seller_OOVUXZLmb2UEH @Seller_Lz6S1nnAIzbYB @Seller_q5VULSdzfEHW0 @Seller_khUF6HPR2AHxu

Hi

Perhaps I looking for help from a moderator in regards to an A to Z claimed denied with some robotic (incorrect reason) as there is 2nd appeal available on original denial.

I had an order 112-4871363-3053854 originally shipped with veeqo and signature required on Nov 7th.

On Nov 19th I was informed by customer that he never received package.

So we agreed to have me reship a new one asap. Which was done again using veeqo and ups with signature required.

Then on Nov 30th I received an A to Z claim with reason "Contact the seller was promised a new package since original never arrived I still have not received package"

So I appealed the Claim and provided all info including

- link to 2nd tracking UPS #, Proof of Delivery and of course label was created via veeqo which also comes with proof of delivery,

The new one(2nd item) arrives the same day that customer places A to Z claim.

So you think no problem Amazon will reverse claim as I provided all information required to do so.

Wrong I get reply from Support that my claim denied and listo the reason

Thank you for taking the time to provide us with more information regarding your claim on order 112-4871363-3053854. Upon further review, we have decided to uphold our original decision.

Why was my 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 November 20, 2024. If you realize an item is not available for immediate delivery, alert the buyer straight away and initiate a refund if necessary. Visit The order process in Seller Central to learn more.

Really we agreed upon reshipping on Nov 19th and the reason was that it wasn't delivered by Nov. 20th

It's quite clear that whom ever made decision did not read the whole claim as of courser original did arrive by the Nov 20th but Customer and I agreed to reship a new one out on Nov 19th.

Any Help in resolving this matter would gladly appreciated.

DS