Hi Moderator,

We have been selling on Amazon for over a decade and have consistently followed all policies. This is the first time we’ve encountered a situation like this.

In this case, the customer reported a defect with a Samsung TV. We promptly advised the customer to submit a return request so we could authorize it and process a full refund upon return.

Instead of initiating a return request, the customer filed an A-to-Z claim.

Historically, in such situations, Amazon verifies whether the item has been returned before issuing a refund. However, in this case, the claim was granted in the buyer’s favor without any return request being submitted and without the merchandise being returned to us.

We appealed this decision, as this appears to be an error. However, the appeal was denied with the reason:

"We reviewed the details for this claim and found that you did not respond to the buyer's return request before the claim was filed"

We would like to clarify that no return request was ever initiated on this order, so there was nothing for us to respond to.

We respectfully request a re-evaluation of this case. We are fully willing to honor a return and refund once the product is returned, but issuing a refund without return places us at a complete loss and is inconsistent with Amazon’s standard process.

We would appreciate your assistance in reviewing this matter again.

Thank you for your time and support.

Best regards,

Dhiren

@Ricardo_Amazon

@Christine_Amazon

@Kam_Amazon

@Daryl_Amazon