Order ID: 112-4144769-2321066

The buyer returned the item by using Amazon created return shipping label, but the shipment was lost by Amazon partnered carrier, UPS.

I asked Amazon, and was suggested by Amazon not refund until receive the return item,

The buyer filed A-Z claim, and Amazon granted from my account with ODR impacted: yes.

I appealed this decision, but rejected by Amazon. I contacted Amazon customer service and report this unfair A-Z claim decision, but was rejected again through email with Amazon style:

'"Although we understand your position, we stand by our decision."

What am I supposed to do?

Thanks

Item was returned by buyer using an amazon label. The item was returned not to our address but to an address 300+ miles away in a different state. Buyer filed an a-z claim, we defended it by giving the tracking - UPS 1ZF2C2469082743953 - showing it was delivered to the wrong address. During the investigation of the a-z claim the transaction was automatically refunded by amazon due to the tracking showing it was delivered and 2 days passing. The only problem it was delivered somewhere else (Our return address has not changed in 20 years). A-Z claim was automatically closed since money was refunded. Now we can't file a safe-t claim since there was an a-z claim associated. No replies to replies to a-z claim and no help to be found anywhere. Any help on this would be greatly appreciated.

Order ID: 112-7250849-3801858

Hello Sellers,

We recently faced an unjust A-to-Z claim decision and wanted to share our experience to gather insights and advice.

What We Did Right:

-Shipped the item on time

-Delivered on time

-Processed the return and refund on time

-Applied a 100% restocking fee as the returned item was not what we originally shipped

Despite following all policies correctly, the buyer returned a clothing item instead of the purchased automotive replacement part. We provided clear photo evidence of the incorrect return and explained the reason for the restocking fee.

However, Amazon still ruled in favor of the buyer, granting a full refund even though they did not return the correct item. This has left us with both a financial loss and no way to recover our actual product.

Concerns & Questions:

How can sellers better protect themselves from fraudulent returns like this?

Has anyone successfully escalated a similar case and had a claim overturned?

What additional steps can we take to challenge this decision?

It’s frustrating to handle returns correctly and still face such outcomes. Any advice or similar experiences would be appreciated!

Thanks,