Hello,

We encountered a problem with order 111-4766684-0794618. We shipped an expensive laptop to customer. Customer refused delivery and the package was returned to our warehouse (From UPS 07/14/2023 4:37 P.M. The receiver does not want the product and refused the delivery. )

Then, the customer kept messaging us to change delivery address and mentioned he wanted to buy the laptop without going through Amazon. The customer even came to our warehouse in person for this matter. We refused the customer's request as the customer violated Amazon's policies.

After we received the returned package, we issued a full refund. When the refund was still in pending, the customer initiated an A-to-Z claim of the amount the tax. The claim was automictically closed due to our prior full refund and was counted against our order defect rate.

We strongly believe that this claim should not be counted against our ORD as the customer severely violated Amazon's policies and we have issued a full refund for the return item. We tried to appeal the claim and there is no option for us to do that. We also tried to get help from seller forums but we are still waiting for a reply after 3 weeks.

The case number is 13330971941. Please help!