Please assist with crediting back our account for 100% of the refund amount provided to the customer.

We received an email from Amazon regarding an A-to-Z claim on July 12th, 2025 regarding a claim previously started by the buyer on July 7th, 2025. We were asked to , within 72 hours, inspect the merchandise and issue a refund for the order. We asked for a signature confirmation of the return delivery so that we can determine who signed for it and if it was even delivered to our address as we had not received this specific return. We received no response and less than 24 hours later, Amazon has granted the buyer a full refund and a ODR defect against our account.

On July 14th, a tenant from the neighbouring business unit came and dropped off the package to us as Canada Post had mistakenly delivered to their unit rather than ours.

Upon receipt and inspection of the unit we determined that the buyer had made a fraudulent return as we suspected during our conversation with the buyer through the Amazon messaging system.

The buyer used their recent purchase from June 3, 2025 (Order# 702-7866800-0501013) to return the exact item purchased from us from their previous order from May 19, 2024 (Order# 702-9226421-6238602).

We appealed the A-to-Z decision only to be told "You are responsible for the claim because we did not receive the specific information that we requested on July 12, 2025. When a buyer files a claim on one of your orders, we send an email to let you know about the claim and how to respond. During our review of the claim, we may ask you to provide more information. If you do not respond to us within the specified time frame, we will grant the buyer's claim and the claim amount will be debited from your account. "

- 1) Amazon never even gave us 72 hours to inspect and provide a refund ourselves. This was done automatically by Amazon in less than 24 hours.

- 2) We had not even received the return at this point in time as Canada Post delivered it to the wrong address. There was a delivery confirmation when return was tracked, but without any signature confirmation.

- 3) Amazon never asked us to provide any information regarding the return.

During the appeal, we provide photos of the two pieces included in the item. We provided proof that one of the pieces was returned in damaged, excessively used and dirty condition and that the other 2nd piece was unsued and clean. It is physically impossible for one of the items to be returned in the damaged condition that it was while the other piece was brand new and clean. Both pieces must be assembled together in order for the item to work, which is proof that ther used his recent purchase to return part of the item that they had broke from over a year ago.

Please assist in providing us with a 100% restocking fee.

This sort of fraudulent abuse by buyers needs to be stopped.

@JiAlex_Amazon @Lucre_Amzn @Ricardo_Amazon @Sunnie_Amazon @Daryl_Amazon @Josh_Amazon @Roberto_Amazon @Christine_Amazon