Hello,

This is nightmare as usually. Amazon support are not professional people who do not care and cannot investigate simple case. They issue refunds and deny appeal just because it is easier than to use brains, if they have at all... i doubt.

Customer requested to return an item and we provided prepaid label, later the buyer asked to send a new label because they did not know how to use it and Amazon asked us to update prepaid label. We updated and sent all the information to the buyer. Also we provided alternative US return address as per Amazon policy. So, we are in Europe and the buyer was in the USA. Our prepaid label was issued by TNT/Fedex. The buyer did not have to pay for return. Case was under review and nothing needed from us. Today case was closed without any reason and refunded.

We appealed and it was denied with repsonse: "We have reviewed all available information and determined the merchandise for the order was correctly returned and you have received the return. The DB Schenker tracking number is 62194929. Because you did not refund the order, the claim amount has been debited from your seller account."

How great is that, that this label was NOT issued by DB Checnker but TNT/Fedex! Where did they check tracking? How did they managed to find this shipper if tracking does not work on their website??

When Amazon hire smart people to respond to cases??

@Danny_Amazon@TaylorR_Amazon@Roberto_Amazon @TaylorR_Amazon @Daryl_Amazon @Xander_Amazon