Customer placed order on Fri, Apr 18, 2025 at 1:36 p.m. PDT and product was delivered to Purolator on Fri, Apr 25, 2025 in good condition.

Customer requested a refund on 04/28/2025 stating "Product is defective or does not work". We immediately accepted the refund request and informed customer that the product must be returned for inspection before any refund will be issued. We made it clear that the refund will be based on the condition of the returned product.

Customer then submitted an A-to-Z request using the reason "Not what I ordered" which overrides the original return reason. This discrepancy indicates that customer was trying to get a refund for a product that was damaged due to misuse during the initial use. We did not issue a refund because it was lost in the return shipment.

Customer was refunded for the product that was not delivered to us by submitting an A-to-Z request.

As a small business committed to customer satisfaction and Amazon policies, we consistently process returns and refunds in accordance with Amazon’s guidelines. However, in this case, the claim did not meet the criteria of the A-to-z Guarantee policy.

Despite this evidence, the claim was denied without further review.

We are requesting that this decision be reconsidered, the amount deducted from our account be refunded, and the negative impact on our ODR be resolved. Thank you for your time and understanding.

@Ricardo_Amazon

@Lucre_Amzn

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