Hi everyone,

I’m reaching out here as a last resort after trying to resolve a confusing A-to-Z claim situation directly through Amazon support with no success.

We had a customer (Order ID: 203-2587746-7981933) who experienced a slight shipping delay, for which we apologized immediately and offered the product as a free gift. The customer received a full refund, expressed satisfaction, and even wrote to us:

“I have no problem with you or the store, and I consider the matter resolved from my side… I’m not well-versed in Amazon’s process for closing such claims. So, I would kindly suggest that you follow up directly with the Amazon support team…”

Despite this, the A-to-Z Guarantee claim remains open, and it's now:

Pushing our Order Defect Rate to 14.29%

Causing Buy Box loss

Triggering a payment hold

All of this, even though the customer no longer wants the claim and considers the matter resolved.

We tried explaining this to Seller Support, but the system only accepts appeals based on delivery evidence — not buyer confirmation. This is not a delivery issue. It’s a misunderstanding of the process by the buyer, and we’re being penalized unfairly.

My questions to the community:

Has anyone else experienced a similar situation?

Is there any manual way Amazon can close such claims, especially with written buyer confirmation?

Why does Amazon continue to count such a resolved case as an active defect?

I’m happy to share screenshots of the buyer’s messages and refund confirmation if needed.

Any help or visibility would be greatly appreciated — this single event is damaging our account health and making it hard to operate.

Thanks in advance,