HI @Seller_Huz6FT08OxHAR

Please can you check the AtoZ on: 206-3650712-8170706

Please can you look into and escalate this AtoZ. Customer requested the item be delivered to an alternate address, a holiday park, as such we managed to stop it and create a new lable (at our expense) in order to get the package where the customer wanted. Once delivered we messaged the buyer to advise they would have to collect it from reception. They then raised an AtoZ, this was seller funded but non ODR effecting. Having spoken with the customer (she called me), the customer has found the item. As such i have appealed the AtoZ, The tracking shows the item delivered to the new address given from the customer.

In a bizzare change of fate, amazon have denied my AtoZ appeal to request that the funds are rightfully returned to us AND moved it to an Effecting ODR strike...

Please look into this if possible please.

Thanks again for your help on this situation.

Please can case ID 10577233312 for atoz claim for order 204-1757779-9519567 be investigated as the customer is outright lying about the reason for the atoz claim the customers email to us via amazons messaging service stating the below copied from their email stating the item is not needed: "Hey there Thanks for writing me back. Basically, not needed hope you understand. Please check and share the return label thanks" Stating it is no longer needed so nothing wrong with the product at all the customer is outright lying and needs investigating by amazon as they have misused the atoz procedure. 

Moderators - Please could any one of you kindly assist to escalate this case for further review and actually look at where this order number is from and remove the feedback as it is not associated with us? Thank you @Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR@Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

What am I not getting here as I thought this was straight forward!

So customer opens return, simples.. Auto accepted and Amazon issues label. Customer then opens AtoZ case? Not sure why but whatever. I reply to AtoZ just after it was opened. Explaining return opened, just waiting for return and will refund, not sure why an AtoZ is opened or why you have allowed it to be opened as you can see return opened a few minutes before AtoZ.

Anyway, goods returned, refunded spoke to customer all good. AtoZ closes with a "Order defect rate" ? huh.. I asked why woudl it be an order defect rate? The reply "As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.

To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. If appropriate, refund the buyer within 72 hours of the buyer's first contact."

I don't get it? everything done to the letter as we are supposed to.. but as customer opened an AtoZ you get a defect? what am I missing here as this just seems like a screw you anyway answer?