@Lucre_Amzn @JiAlex_Amazon @Daryl_Amazon @Ricardo_Amazon @Sunnie_Amazon @JiAlex_Amazon

Hello,

I am writing to share a recent issue I faced with an A-to-Z claim and to seek advice from the Amazon seller community and representatives. Despite providing clear evidence to support my case, Amazon decided against me, and I feel this decision is unfair and inconsistent with Amazon’s own policies.

Case Details:

Case Number: 16928023431

Order ID: 701-6108351-9423469

The customer initially claimed that the item was defective. I followed all steps outlined in Amazon’s policies to address the issue, including clear communication and providing return instructions. The customer shipped the item back, but the package has not yet been delivered to my return address for inspection.

However, Amazon reviewed the claim and decided to refund the customer without waiting for the item to be received and inspected. According to Amazon's return policies:

Refunds are issued only after the returned item is received and inspected by the seller.

The seller is responsible for confirming the condition of the returned product before issuing a refund.

In this case, the process was prematurely closed in favor of the customer, even though the package was still in transit and I had no opportunity to inspect the returned item.

I have already appealed this decision, providing tracking details showing the package is in transit (UPS tracking: 1Z A1W 226 90 4248 9053). Unfortunately, my appeal was rejected, and I received the following message from Amazon:

"Hello,

We have reviewed the buyer’s claim and the information you provided for order 701-6108351-9423469.

Although we understand your position, we stand by our decision.

Thank you.

-Amazon"

This decision undermines the fairness of the A-to-Z Guarantee process and raises concerns about its consistency with Amazon's own policies.

My Request:

I kindly ask Amazon to reconsider its decision based on the following:

A refund should not be issued until the returned item has been received and inspected, per Amazon’s policies.

Sellers deserve equal protection under the A-to-Z Guarantee, and premature refunds create opportunities for misuse.

I am committed to ensuring customer satisfaction and adhering to Amazon’s policies. However, decisions like this negatively impact sellers and create unnecessary challenges. I kindly request Amazon representatives to provide clarity on this issue and assist in resolving it fairly.

Thank you for your attention to this matter. I look forward to hearing your thoughts and suggestions.

Best regards,

Burak