Hi @Seller_A1jM1Nmm494qj,

Daryl here from our Forums team, I know from first glance that this process might be tedious and at times, your question is more orientated to seller experiences and overall feedback from selling partners, but I am aware of the current situation with the "contact the buyer first" policy mentioned by @Seller_kNAboD6kRgVt7.

I'd like to help you further escalate the appeal process if you haven't already submitted one, as a community manager my goal is to give you a more concrete and satisfactory seller experience through scenarios such as the one you are currently facing, don't wish to be another "robotic" approach o provide "templated" answers on process you have knowledge on.

The positive take that we have here are the points you mention in your post that can be utilized as evidence against the buyer on the appeal process.

Your scenario is the following one: Item does not meet customer expectation

If the customer raises a return request, you must authorize or respond to that request within 48 hours with a valid domestic return address or a prepaid return label. It's best practice to respond within 24 hours, in your case they didn't even followed this step.

Customer eligibility criteria for filing a claim:

You did not authorize or respond to the return request within the 48-hour period. (Which is not the case)

You closed the return request or authorized it with a prepaid return label that had invalid tracking. (Didn't happen)

You authorized the return request with an international return address but failed to provide a prepaid return label. (Same as the other 2 specified above)

There are many points we can specify to hold the buyer accountable, alongside our policy of customers must first contact you and give you an opportunity to resolve their issue, before engaging with a direct claim like the one you are currently undergoing.

To appeal a claim:

1-) From the Performance menu, select A-to-z Guarantee Claims.

2-) Click the Option to Appeal tab, find the relevant Claim, and select Appeal decision.

3-) Enter your comments in the text box and include any information that may help us better understand the Claim and your position on why the original decision was incorrect.

4-) Select Submit.

Important points to take into account:

a-) The text box does not support attachments. If you must attach any documents, use Buyer-Seller Messages to attach documents and send it to the customer. State in your A-to-z Guarantee Claim response that you have attached (such as POD) in Buyer-Seller Messages.

b-) When you appeal a Claim decision, either the cost of the refund or the impact to your ODR may be reversed. It may take up to 7 calendar days for the ODR reversal to reflect on the Orders page or to refund your selling account.

I'd like to provide a pathway to the most optimal solution for you, let me know if I can further assist with anything else.

Will be sure to pass your and everyone's feedback on this regard.

Daryl