[Urgent Appeal] Unfair A-to-Z Claim Ruling: Buyer Received Refund Without Returning Item, Violating Section 4 of the A-to-Z Policy
Problem Overview
On July 23, 2025, Amazon mistakenly approved an A-to-z claim (order number 702-6113361-5821027) for which the buyer did not return the item but received a full refund. This ruling violates Amazon policy and contradicts the initial rejection decision on July 20. We request a re-review.
Key Fact Timeline
Return Approval
2025-06-12 23:17: Buyer submitted a return request
Same day: We approved the request immediately and automatically sent a return label (backend records available for verification)
Evidence of Buyer's Breach
Return Window Period (45 days): The buyer never shipped the package
Logistics verification: No carrier pickup records (logistics provider proof available)
Our compliant operations
Three email reminders to return the item (2025-06-15/06-25/07-10), with the final reminder explicitly stating:
“Refunds will be processed within 48 hours of receiving the returned item. Please ensure you use the attached label to return the product.”
Amazon's contradictory ruling
2025-07-20 01:17: Amazon rejected the claim (reason: buyer did not return the item)
2025-07-23 00:42: Suddenly approved the claim, claiming “item did not meet expectations or seller's return issue”
Policy Basis and Decision Errors
▶️ Violation of Policy Terms
According to Section 4 of the A-to-z Guarantee Policy:
“Buyers must return the item to receive a refund”
The buyer failed to fulfill the return obligation, and the seller is not liable for a refund.
▶️ Erroneous ruling logic
Regarding “item not as expected”: The buyer provided no physical evidence throughout the process.
Regarding “seller's return issue”: We promptly approved the return and provided a label.
Request Amazon staff assistance
Revoke the claim approval for order 702-6113361-5821027
Refund the deduction and remove the account performance defect record
Provide specific grounds for reversing this ruling
Evidence that can be verified immediately
Backend path: Performance > A-to-z Claims > This Order > Communication Records
Return approval timestamp: 2025-06-12 23:17
Three follow-up emails requesting return
Logistics evidence: Backend return status still displays “Waiting for buyer to return”
@Daryl_Amazon @Ricardo_Amazon @Christine_Amazon@Ricardo_Amazon
@Lucre_Amzn
@Daryl_Amazon
[Urgent Appeal] Unfair A-to-Z Claim Ruling: Buyer Received Refund Without Returning Item, Violating Section 4 of the A-to-Z Policy
Problem Overview
On July 23, 2025, Amazon mistakenly approved an A-to-z claim (order number 702-6113361-5821027) for which the buyer did not return the item but received a full refund. This ruling violates Amazon policy and contradicts the initial rejection decision on July 20. We request a re-review.
Key Fact Timeline
Return Approval
2025-06-12 23:17: Buyer submitted a return request
Same day: We approved the request immediately and automatically sent a return label (backend records available for verification)
Evidence of Buyer's Breach
Return Window Period (45 days): The buyer never shipped the package
Logistics verification: No carrier pickup records (logistics provider proof available)
Our compliant operations
Three email reminders to return the item (2025-06-15/06-25/07-10), with the final reminder explicitly stating:
“Refunds will be processed within 48 hours of receiving the returned item. Please ensure you use the attached label to return the product.”
Amazon's contradictory ruling
2025-07-20 01:17: Amazon rejected the claim (reason: buyer did not return the item)
2025-07-23 00:42: Suddenly approved the claim, claiming “item did not meet expectations or seller's return issue”
Policy Basis and Decision Errors
▶️ Violation of Policy Terms
According to Section 4 of the A-to-z Guarantee Policy:
“Buyers must return the item to receive a refund”
The buyer failed to fulfill the return obligation, and the seller is not liable for a refund.
▶️ Erroneous ruling logic
Regarding “item not as expected”: The buyer provided no physical evidence throughout the process.
Regarding “seller's return issue”: We promptly approved the return and provided a label.
Request Amazon staff assistance
Revoke the claim approval for order 702-6113361-5821027
Refund the deduction and remove the account performance defect record
Provide specific grounds for reversing this ruling
Evidence that can be verified immediately
Backend path: Performance > A-to-z Claims > This Order > Communication Records
Return approval timestamp: 2025-06-12 23:17
Three follow-up emails requesting return
Logistics evidence: Backend return status still displays “Waiting for buyer to return”
@Daryl_Amazon @Ricardo_Amazon @Christine_Amazon@Ricardo_Amazon
@Lucre_Amzn
@Daryl_Amazon
7 replies
Josh_Amazon
Hello @Seller_LtCxu1GTO9roo,
I understand the situation you are experiencing with your order and the A to Z claim. Thank you so much for providing all the information and the order ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Seller_YraW9QTnsGOSZ
This same issue happened to me just last week. Amazon approved a refund without authorizing the customer to refund the product.
