For 2 of my orders, the customer returned a package that hadn't even reached the warehouse yet and Amazon refunded the buyer directly.

⚠️ Order 1: 702-6715120-9897019

Problem:

2025-06-28 Returned package (Canada Post: 0103236217010280) was still in transit when buyer initiated A-to-Z claim!

2025-07-04 Amazon refunded directly, but logistics so far shows Delivery Failed → Warehouse didn't receive the goods at all!

Complaint result: background complaint was rejected for vague reasons (claimed “goods do not match”), completely ignoring the logistical evidence!

⚠️ Order 2: 702-3179448-6568263

Problem:

Buyer requested a return on 2025-06-091, which we approved the same day.

Buyer initiated A-to-Z claim on 2025-06-25 → Package is still in transit (Canada Post: 0103178101460286, status: In Transit).

2025-06-30 Amazon closed the return directly and refunded!

📌 Core contradiction: amazon policy is ignored by the system!

According to The Amazon A-to-z Guarantee policy:

"The buyer must return the item to receive a refund" (sic: The buyer must return the item to receive a refund).

However, in both orders:

✅ We approved the return in time and provided a label;

✅ The return package never reached the warehouse (logistics records are ironclad);

❌ Amazon is forcing a refund when the return was not received and deducting our ODR!

The minimum we expect is to remove the effects of ODR, refunds we can do without.

@Seller_vtQxROP6UNr1O

@Seller_p6OFPTiQ65IG6

@Seller_7I1InA30aApWy

Order ID 701-2677290-2290666

@Seller_vtQxROP6UNr1O @Seller_vW3l7M6oLYiHv@Seller_p6OFPTiQ65IG6@Seller_WIFV02H2XUFgS

A product review has been posted on Amazon making very damaging, false claims regarding the health of our sea salt products.

The buyer is claiming that our sea salt contains unsafe levels of lead without providing any supporting evidence.

Our salt is regularly tested by a reputable third party lab and we have documentation (which we always share with customers when requested) showing all testing parameters fall well within Canadian Food Inspection Agency and Health Canada guidelines.

Given how damaging this claim is we are in the process of seeking legal advice but hoping this can be avoided with support from team Amazon.

Dear Amazon Team,

I am writing to request a re-investigation and reversal of Order ID: 113-9070346-6619463.

Order Date: February 12, 2025

Tracking Number: 772053439106 (FedEx)

The buyer did not submit any return or refund request, and

The buyer has never returned the item to us.

However, on February 21, 2025, Amazon issued a full refund to the buyer, without any return being processed or completed.

We submitted a SAFE-T claim and sent multiple messages regarding this issue, but unfortunately, we have not received any response.

Claim #19331-60634-2514731

This refund was issued without the item being returned or a formal return request being submitted, which we believe is against Amazon’s standard return and refund procedures.

We kindly request that Amazon re-investigate this claim and reverse the refund decision accordingly.

Thank you for your attention and support. We look forward to your fair consideration of this matter.

Best regards,

cjydu

@Seller_7I1InA30aApWy @Seller_vtQxROP6UNr1O @Seller_VLOxBfLBgpoOh

@Seller_7I1InA30aApWy @Seller_JT2cdQLa0Oueg@Seller_p6OFPTiQ65IG6@Seller_WIFV02H2XUFgS@Seller_vW3l7M6oLYiHv

Dear Amazon Team,

We are writing to formally request a re-investigation of the A-to-Z claim filed for the following order:

Order ID: 701-3757169-8601036

Product Amount: CAD 902.87

Shipping Carrier: UPS

Delivery Date: June 10, 2025, at 16:08

Recipient: Signed by Tony

The shipment was sent using UPS Adult Signature Required service, ensuring that the package could only be delivered to and signed for by an adult at the delivery address. UPS tracking confirms that the package was successfully delivered on June 10, 2025, at 16:08, and was signed for by Tony, as documented in the attached proof of delivery.

Despite this clear evidence of delivery and signature confirmation, Amazon issued a refund to the customer. The customer’s claim that they did not receive the package directly contradicts the verified delivery records. This has caused unfair harm to our account health and ODR, even though we fully fulfilled our obligations as a seller.

We respectfully request the following:

✅ A thorough re-investigation of this claim.

✅ Reversal of the refund issued.

We have always aimed to provide excellent customer service and ensure safe and reliable deliveries. We believe this case represents an abuse of the A-to-Z guarantee, and we ask for Amazon’s fair support to protect third-party sellers from such fraudulent claims.

Thank you for your attention and assistance. We look forward to your reply.

Best regards,

Celina

JIYDUX

@Seller_7I1InA30aApWy @Seller_vtQxROP6UNr1O@Seller_VLOxBfLBgpoOh

@Seller_7I1InA30aApWy @Seller_JT2cdQLa0Oueg@Seller_p6OFPTiQ65IG6@Seller_WIFV02H2XUFgS@Seller_vW3l7M6oLYiHv

It took less than 1 second for the bot review team to immediately reply with a denial when we complained.

This resulted in a lot of feedback that could not be removed and had a significant impact on our business.

There is also an issue where feedback that is over a month old still has a significant impact on our store counting towards the defect rate.

702-5224385-9463454 Amazon denied buyer's A-to-Z claim, buyer left negative feedback on our store but we have refunded buyer he is still not satisfied.

701-0424150-0108258 Buyer purchased on May 8, product was delivered on May 19, buyer left negative feedback the day after purchase saying it took too long when in fact he didn't even wait.

I wonder if there will be any serious staff to deal with this matter.

@Seller_vW3l7M6oLYiHv @Seller_vtQxROP6UNr1O @Seller_VLOxBfLBgpoOh @Seller_p6OFPTiQ65IG6