Hello, can someone help me with this A-Z Claim? I am not sure why I lost this claim. Now I have also lost 2 appeals. As far as we know we did everything right. This buyer opened this claim stating they never received their package. I had been in communication with this buyer via amazon messaging. This buyer was very impatient since the beginning but we shipped the item on time which was by Jan 16, 2024. Then the deliver by date was Jan 22nd, 2024 which according to tracking got delivered that same day. This claim was opened literally an hour before the package got delivered. The following day I received an email stating the claim was granted but why? The customer's issue was that they didn't receive the package but tracking shows otherwise and there is a delivery photo of the buyer's porch.

I appealed through the amazon system and lost. Then I went through the amazon help page and lost that appeal too. This is what they stated both times " We have reviewed all available information and determined you have not provided sufficient evidence to prove delivery." I am not sure what other evidence I needed to provide? I am sure my appeal was thorough enough. Also when appealing it does not allow me to add any type of attachments to provide any more evidence so I am not sure what they expect.

Now I have lost my money and now my item.

Did I do something wrong?

Why did i not win the appeal?

Any help, comments or feedback would be helpful.

Case # 14670227021