Hello Fellow Sellers and Amazon Forum Support,

I’m reaching out to the community for assistance with an urgent and concerning issue I’m facing regarding an A2Z claim that was processed incorrectly, resulting in a significant financial loss for my business.

Order Details:

• Order ID: 114-0563868-7008233

• Total Order Value: $1,400 USD

• Issue: Partial return of 4 out of 16 boxes

Situation Overview:

A customer placed an order for 16 boxes, valued at $1,400. After receiving the order, the customer identified that 4 of the boxes were incorrect (wrong color) and returned them. The return was initiated around mid-November last year. The customer then reached out to us in early December, asking about the status of the refund. At that time, we noted a tracking delay, and the returned boxes had not yet arrived at our warehouse.

We informed the customer that if the boxes were lost or delayed, they could file an A2Z claim with Amazon, given they used an Amazon return label. The customer proceeded with the A2Z claim, stating clearly that they had purchased 16 boxes, returned 4 due to being incorrect, and that those 4 boxes were shipped back over two weeks ago.

The Problem:

Despite the customer only returning 4 boxes, Amazon processed the A2Z claim and refunded the entire $1,400 order — a full refund for 16 boxes. This refund was issued for all 16 boxes, when, in reality, the customer only returned 4 boxes, and the rest of the order was never reported as an issue.

I’ve reached out to Amazon Seller Support for clarification and to contest this decision. In their response, they acknowledged my concerns but confirmed that they stand by their decision to refund the entire order. This situation leaves me facing a loss of approximately $1,400 USD, as I have now been charged for 16 boxes, while the customer only returned 4.

Why This Is a Big Issue:

This is a significant loss for my business, not just because of the amount involved but because the refund should have only applied to the 4 returned boxes. It’s unfair that the customer essentially received 12 boxes free of charge, and I believe Amazon should bear the cost of this refund, considering the circumstances.

I’ve already attempted to escalate the issue with Amazon through Seller Support, but they have refused to adjust the refund, leaving me no choice but to reach out to the seller community for guidance. I also came across a similar case where another seller experienced a comparable issue, and I’d like to know how others have handled these types of situations.

Request for Help:

• Has anyone else faced a situation where Amazon issued a full refund despite a partial return?

• How did you successfully resolve such claims with Amazon, and were you able to prevent the loss from impacting your account?

• Is there a way to further escalate this issue or request a review by a higher-level team at Amazon?

This is a substantial financial hit, and I’d greatly appreciate any advice, support, or best practices that could help me navigate this issue. I’m looking to take immediate steps to correct this and avoid similar problems in the future.

Thank you in advance for your time, support, and suggestions!