We are writing because we need a mod's assistance with Amazon order 701-8090968-7207405. The claims team has incorrectly refunded our restocking fee after the buyer was refunded once by Amazon. The claims team also incorrectly charged our account with an ODR metric. We need a mod to review this case id and help to fix this issue.

Case ID: 18037184881

Facts:

1. The buyer purchased a laptop from us and returned it materially different. The buyer claimed an issue with the laptop.

2. Upon inspecting the laptop, we found no issues. We ran the onboard diagnostics and the results showed no problems.

3. We refunded the buyer less a restocking fee.

4. The buyer inquired why they did not get a full refund, and we let them know the results of the diagnostics.

5. The buyer requested we send the laptop back to them. We let them know this was not possible as the refund was already given to them.

6. Buyer opened a claim on June 25th. The claims team ask that we refund the buyer our restocking fee amount. But, we already refunded the buyer and Amazon sent them the credit.

7. The claims team closed the claim 6/28 because the buyer did not respond.

8. On 7/2 the claims team refunds our restocking fee and dings are metrics

9. We appealed to the claims team with valid proof of refund and diagnostics of the machine which showed the machine in good working order and returned materially different.

10. On 7/3, claims team responded that we did not provide refund to their request on 6/25.

This action happens over and over to us. The claims team just ignores the facts and refunds the buyer anyway.

We submitted a case to support and we are requesting help from a mod to help resolve this unfairness. This entire process wastes everyone's time.

@Daryl_Amazon

@Ricardo_Amazon

@Jurgen_Amazon

@Lucre_Amzn

@Christine_Amazon