Seller_141rdmYUCWula

So we got an A-Z claim for an item arriving late. But it arrived and post office confirmed arrival.

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If you used Amazon Buy Shipping, then the A-Z claim would be covered under policy. Your appeal should have been written to include that you used Amazon Buy Shipping and then quote the Amazon policy.

Whether you used Amazon Buy Shipping or not, you may want to review this page in the Seller Help Pages:

Amazon’s A-to-z Guarantee claims

At the bottom of the page, you will find ...

Getting products back from customers

• If you would like to request a product back from the customer who filed a claim, you can do so using the Buyer-Seller Messages within Seller Central. Providing a pre-paid return label with valid tracking will help the customer return the item and ensure that you have visibility to track the return. For more information about the return policies, go to Manage seller-fulfilled returns.

Requesting reversal of refunds to customers

• If you would like to have a refund reversed that you issued to a customer for any reason (such as a delayed order gets delivered and the customer accepts the order), you have to request that the customer initiate the reversal in Buyer-Seller Messages. The customer will need go to the Problem with order page for the order, or inform Amazon customer service to reverse the refund of the claim. Where a customer has agreed to late delivery, or a replacement in Buyer-Seller Messages, ask them to initiate the reverse refund process. Amazon cannot reverse a customer refund for seller-fulfilled orders, without the customer's affirmative consent.

Appeal a granted claim

• If Amazon grants a claim in favor of a customer (automatically or post investigation), you have 30 calendar days to appeal, provide new information, and request further investigation. Amazon will re-investigate claim, using all available information (including new information provided) and may request additional information from you, or you may provide additional information during the appeal process. Following investigation on appeal we will decide whether or not to reverse the initial decision, in whole or in part (this may include reversing impact to your ODR or reimbursing you for the refund amount). If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your ODR cannot be reversed. For more information, go toAppeal an A-to-z Guarantee claim.