Hi everyone,

I'm dealing with a very frustrating situation and would really appreciate your feedback or similar experiences.

A customer placed an order, but the shipping address provided was a P.O. Box in Canada. Since I ship using UPS, and UPS does not deliver to P.O. Boxes, I immediately messaged the customer and explained that I needed a physical address. Unfortunately, the customer did not respond within the handling time window, so I was left with no choice but to cancel the order.

As expected, Amazon penalized my account health because of the seller-initiated cancellation.

A few days later, the same customer placed the same order again, with the same P.O. Box address. I shipped the item promptly this time and again notified the customer that UPS would not be able to deliver unless a physical address was provided. Again, no reply for days. Eventually, the buyer replied and gave an alternate address. I updated UPS accordingly, and the delivery was completed.

To my surprise, the buyer opened an A-to-Z claim stating that the order was delivered late. Now my account health is being affected, even though:

I informed the buyer immediately both times that UPS cannot deliver to P.O. Boxes.

The delay happened only because the buyer didn’t provide a physical address on time.

I did everything within my control to communicate, update, and fulfill the order responsibly.

I’m deeply concerned because this issue was completely out of my hands. The system penalized me once for cancelling the first order due to invalid address, and now again with an ACL claim after fulfilling the second order – all because of the customer's unresponsiveness and invalid shipping info.

To make matters worse, the customer now has both the product and also received a full refund via the A-to-Z claim, which was deducted directly from my account by Amazon.

This means I have lost both the item and the payment, through no fault of my own. I strongly believe that:

My account health impact should be reversed.

The refund amount should be reimbursed to me, since the product was successfully delivered and the delay was solely caused by the buyer's failure to provide a valid address in time.

I handled the situation professionally, followed Amazon policy, and communicated clearly with the customer. I would appreciate any guidance or advice on how to escalate this properly.