Hello Team,

@Daryl_Amazon@Ricardo_Amazon

Order id - 702-9272588-0772217

We received an order with ID 702-9272588-0772217 from customer "Pamela Sheasgreen" on Wed, Dec 4, 2024. The order was shipped via GLS Canada with tracking number P46987511 on Thu, Dec 5, 2024. You can track the shipment online at the GLS Canada website. The carrier delivered the shipment on 16 December 2024 (Proof of delivery is attached).

The customer filled up the A-to-Z claim on December 16, 2024, after receiving the order. The customer also messaged us on 13 December 2024 and agreed to accept late delivery with a 10% discount on the order. We also issued the customer a 10% discount on 13 December 2024.

Buyer's Message on 13 December 2024- "Hello, I’m willing to wait if they actually deliver the package. I’ll take the 10% discount please and thank you for looking into this quickly."

We had even appealed the A-to-Z claim team with evidence. However, our claim was denied within hours of appeal.

Supporting evidence -

1. The carrier collected the shipment on 5 December 2024, on the promised "Ship by" date.(Screenshot attached)

2. The carrier attempted the delivery on 12 December 2024 as well, however, the customer's location was closed. (screenshot attached)

We had also opened up case with Seller Support, and they transferred our case.

Case ID - 16860092241

We'd like to ask you to investigate the claim and remove the ODR affect from our account as we had already paid the customer with the agreed partial discount and delivered the order as promised.

Thank you.