A customer has ordered a large item from us, which was The order amount exceeded $1000
The order was being shipped by freight.The order was shipped 2 days late as we were waiting for the customer to provide a valid phone number (a must for freight shipments)customer confirm the phone number and also told always at home need to schedule a delivey date.
May 21, 2024 7:00 AM the customer has scheduled a delivery appt for same day, May 21, 2024 10:57 AM customer sign the package with her name.
June 21, 2024, she filed an A to Z claim claiming that the package did not arrive.Amazon has immediately issued a full refund, without asking us for any documentation confirming delivery (we have a Bill of Lading signed by the customer upon delivery).we had also sent the delivery signature to customer through Amazon message
In this case, the customer has knowingly scheduled a delivery appointment, accepted the shipment, and then falsely claimed that they didn't receive the item. The customer committed felony/credit card fraud and ended up keeping our funds and our product.
Our appeal was approved by Amazon,Amazon said we had enough certification to delivery package to customer, so they remove the ODR to our account but Amazon did not want to correct the wrong decision for the refund.
we are frustrated with the outcome of our appeal to Amazon.
It seems that Amazon acknowledged the buyer's receipt and signature on the package, admitting an error in judgment. Amazon just do not care our hard-earned money. It's unfortunate that the situation has not resulted in a refund.Amazon does not want to bear the e consequences for their erroneous refund deduction.Did you want to pay back by themselves We need out money back.
Can any mods assist in getting this A to Z decision reversed? To refund back our money
Amazon should take responsibility for this refund themselves. We hope for fair treatment and will also seek assistance from Jeff's email. The A to Z department should conduct manual reviews instead of relying solely on automated processes, as this is highly unfair to us.
Are we allowed to pursue criminal/civil action against the customer? Would that violate any Amazon TOS?
@Glenn_Amazon @Rose_Amazon @Michelle_Amazon @Dominic_Amazon @Atlas_Amazon
