Hello, @Seller_RtZ0j4RIt6HTK,
Thank you for raising your concern through the Forums. This is Sunnie, from Amazon.
Looking at the order history, I see the buyer attempted to return the item, and your response was not satisfactory to the customer, which may have led the customer to submit the A-to-Z Claim.
With the Amazon A-to-Z Guarantee, customers enjoy a consistent shopping service across the Amazon store. The A-to-z Guarantee is offered for orders managed directly by you and covers both on-time delivery and the condition of the products once received.
Once an A-to-Z claim has been granted to the buyer, they are not obligated to send the item back, and you have 30 calendar days to submit an appeal, if you disagree with the decision. This is your opportunity to provide new information for the investigation.
To avoid A-to-Z Guarantee Claims, one of the recommendations is to use partnered carriers through the Buy Shipping option. This is a service with which sellers in certain stores can purchase prepaid labels with Amazon tracking and have packages picked up directly at their facilities.
When you ship on time with Amazon's Buy Shipping feature, your account status and the order defect rate of the delivery-related claims granted are not affected.
You can review the following help pages for more tips about how to avoid and handle A-to-Z Claims:
Regards,
Sunnie
