The package was not delivered but it was not our fault
Seller-funded: May 29
Order Defect Rate (ODR) impacted: Yes
Appeal by: Jun. 28
Order ID: 702-8948681-6977819
Subject: A-to-Z Guarantee Claim Appeal – Order Delivered on Time and Delivery Failure Due to Incorrect Address Dear Amazon A-to-Z Guarantee Team, We are writing to respectfully appeal the A-to-Z Guarantee claim for order #[702-8948681-6977819], as we believe the claim does not meet the eligibility criteria. The item was shipped within the promised handling time and according to Amazon's policies. Below is a summary of the timeline and our actions: Order Details & Timeline: Order Date: May 10, 2025 Promised Ship Date: May 12–13, 2025 Promised Delivery Date: May 16–24, 2025 Actual Ship Date: May 13, 2025 at 10:28 AM Carrier: Asendia Tracking Number: AS004676183US Handover to Final Mile Carrier (UniUni): Tracking ID: BAUNI002870013326602 Status: "Parcel received by UniUni" – May 16, 2025 (Mississauga, ON) Delivery Attempt Failed Due to Incorrect Address – May 23, 2025 (Kawartha Lakes, ON) Our Efforts to Assist the Customer: Upon notification of the failed delivery, we immediately reached out to the customer on May 24, 2025, informing them that the package could not be delivered due to an incorrect address. We provided the tracking link and asked the customer to confirm or update their shipping information. As we did not receive a response, we followed up again with the same message on May 27, 2025 to provide continued support and encourage resolution. On May 27, 2025, we also clearly stated that we were happy to process a refund if the customer preferred, but we were actively trying to ensure the customer could receive their product. The refund was ultimately issued at the customer's request on May 29, 2025. Conclusion: The item was shipped within the expected timeframe and was handed over to the carrier in full compliance with Amazon's shipping policy. The delivery failed due to an issue outside our control (incorrect address provided by the customer). We proactively contacted the customer multiple times to resolve the delivery issue and ensure they could receive the product. A full refund was processed in the end, despite the issue being due to customer error. Therefore, we kindly request that this A-to-Z claim be marked as "Not Granted", as the seller has fulfilled all responsibilities and made every reasonable effort to ensure the buyer received their item. Thank you very much for your time and consideration. Sincerely,
Amazon Mera Store Team
@Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn @Daryl_Amazon @Christine_Amazon @Jurgen_Amazon Could you please check this case I opened regarding the relevant order ID. Because I am 100% right.. please
The package was not delivered but it was not our fault
Seller-funded: May 29
Order Defect Rate (ODR) impacted: Yes
Appeal by: Jun. 28
Order ID: 702-8948681-6977819
Subject: A-to-Z Guarantee Claim Appeal – Order Delivered on Time and Delivery Failure Due to Incorrect Address Dear Amazon A-to-Z Guarantee Team, We are writing to respectfully appeal the A-to-Z Guarantee claim for order #[702-8948681-6977819], as we believe the claim does not meet the eligibility criteria. The item was shipped within the promised handling time and according to Amazon's policies. Below is a summary of the timeline and our actions: Order Details & Timeline: Order Date: May 10, 2025 Promised Ship Date: May 12–13, 2025 Promised Delivery Date: May 16–24, 2025 Actual Ship Date: May 13, 2025 at 10:28 AM Carrier: Asendia Tracking Number: AS004676183US Handover to Final Mile Carrier (UniUni): Tracking ID: BAUNI002870013326602 Status: "Parcel received by UniUni" – May 16, 2025 (Mississauga, ON) Delivery Attempt Failed Due to Incorrect Address – May 23, 2025 (Kawartha Lakes, ON) Our Efforts to Assist the Customer: Upon notification of the failed delivery, we immediately reached out to the customer on May 24, 2025, informing them that the package could not be delivered due to an incorrect address. We provided the tracking link and asked the customer to confirm or update their shipping information. As we did not receive a response, we followed up again with the same message on May 27, 2025 to provide continued support and encourage resolution. On May 27, 2025, we also clearly stated that we were happy to process a refund if the customer preferred, but we were actively trying to ensure the customer could receive their product. The refund was ultimately issued at the customer's request on May 29, 2025. Conclusion: The item was shipped within the expected timeframe and was handed over to the carrier in full compliance with Amazon's shipping policy. The delivery failed due to an issue outside our control (incorrect address provided by the customer). We proactively contacted the customer multiple times to resolve the delivery issue and ensure they could receive the product. A full refund was processed in the end, despite the issue being due to customer error. Therefore, we kindly request that this A-to-Z claim be marked as "Not Granted", as the seller has fulfilled all responsibilities and made every reasonable effort to ensure the buyer received their item. Thank you very much for your time and consideration. Sincerely,
Amazon Mera Store Team
@Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn @Daryl_Amazon @Christine_Amazon @Jurgen_Amazon Could you please check this case I opened regarding the relevant order ID. Because I am 100% right.. please
