Hi Everyone

I believe the A to Z team, often does not investigate if the raised claims are correct or not and encourage a kind of buyers to cause many problems to the sellers and acting against every Amazon policy. Tell me if i am wrong after reading my case.

One of our customer first set a return request, for an international order (Europe to USA), with untrue return reason, where was claimed that received wrong book. The reality was that he received the right book, but he had ordered incorrect title.

We provided him a return label, explained him, that when there is no seller's fault the initial shipping cost is not refundable and the returning cost is borned by the buyer.

Before we received the return, raised an A to Z claim with reason "Different from what I ordered" asking for a full refund.

We have contacted with the buyer a few times, but in vain, there was not any response.

Also, We responed twice to A to Z team, providing the full background of the case focus on that the customer systemically violates all Amazon's policy related to Return and A to Z claims, with incorrect reasons, but they are still asking us the customer's full refund, against common sense.

Although the return has stuck in customs, we partial refunded him, according all the above.

Have you any idea, how could we handle this case?

Thank you