We received an A to Z, the first in a while.

The fact that it was even opened seems to violate Amazon’s own policy, as the maximum estimated delivery date is Jan 17, and according to Amazon policy the first day the customer could file should be three days prior to this.

Here’s what happened. Table ordered on Dec. 23, 2017. Shipped via YRC freight, delivery date 1/08/18.

The customer never contacted us until today, with an email saying
"Hello I’m sorry but I refused the item thanks it’s the wrong one

We asked her to clarify what she meant and she immediately filed an A to Z claim with the reason
“Return issue (no refund, replacement, or insufficient credit) customer mistakenly purchased this item. customer contacted the seller to cancel however, the item was shipped anyways. customer sent it back and has not yet received a refund.”

I don’t even know where to begin with this one as it’s so all over the place. She NEVER contacted us to cancel, and we checked and double checked through all the credits. She NEVER returned the item. As far as we know, she has the item, although the tracking says she attempted to refuse it but still shows it as delivered.

I would love some advice from some of you that are experienced with handling these. This seems like a combination of a rep who had no idea what they were talking about and a crazy customer.

We have a very, very low order defect rating (0.07%) and I’d like to keep it that way. This one just seems so unfair on so many levels.

Thanks for any and all advice.