Order 114-5992428-8219462: From the communication records with the buyer, it is evident that although the buyer informed us that the goods had been returned, we repeatedly requested the tracking number to ensure timely processing by our warehouse. However, we did not receive the tracking number and logistics information from the customer until January 4, 2025. As soon as we received the logistics information, we immediately contacted our partner return warehouse to verify the goods. Unfortunately, by this time, the customer had already initiated A-Z Claim. The warehouse faced delays in locating and confirming the goods due to the long time that had passed since delivery on December 19. Consequently, Amazon quickly processed the claim and issued a refund, which negatively impacted our Order Defect Rate (ODR) and affected our store's performance. Appealed with Amazon but it didn't help.

We would like to appeal once again regarding this A-Z Claim. Case ID：17067916301. The delay in processing the refund was primarily due to the customer's failure to promptly communicate and provide necessary logistics information. We hope Amazon will give us another opportunity to review both parties' responsibilities in this claim. In response to this incident, we have optimized our return and refund process to ensure that we can issue refunds to customers as quickly and efficiently as possible in the future.

We have completed a refund for the customer, marked as “Unable to Deliver.” However, the actual situation of this order is that the product was delivered on October 21, with Metropolitan Warehouse as the carrier, and the tracking number is 437584757155.

During the process of handling this order, we discovered that Amazon provided incorrect carrier information to the customer. Amazon’s system mistakenly displayed FedEx as the carrier for this order, which led to the customer misunderstanding the delivery status. The customer sent me a screenshot of his Amazon order page, showing that the carrier information on Amazon was incorrect. Due to this error, we issued an unnecessary refund, and my SAFE-T claim for this order was denied. The reason provided for the denial was: the buyer should have received the item no later than October 10, 2024. This is clearly incorrect, and we kindly request Amazon’s assistance in processing the claim.

For Amazon’s convenience in reviewing this case, I have attached the following documents:

1. A screenshot of the actual logistics information, including the Metropolitan Warehouse tracking number 437584757155.
2. The screenshot provided by the customer showing the incorrect carrier information on Amazon.
3. A screenshot of the product order.

Thank you for your assistance, Amazon team. I look forward to your response and resolution.

I received an email yesterday from a customer who c!aims she entered the incorrect shipping address on an order and she wanted me to change the ship address. The order was already shipped to the original address. I told her to contact Amazon customer service. Are we allowed to change the shipping address???