I sell mattresses, and one of the customers wanted to return the mattress. The customer went ahead and returned the unboxed mattress without communication. The return label was created by Amazon and UPS was used as a carrier.

I discovered a chargeback from UPS a couple of months later, and when I dug dipper I found that UPS's audited shipping weight did not match what I provided. UPS record shows 440lbs instead of 65lbs original weight. We sold hundreds of mattresses and this never happened before. We also work with 3PL companies, if similar dimension disputes happen, we provide them the proof pictures/videos and get a refund for the chargeback.

I created case #14838405831 after all the back and forth with internal investigations, all I received was AI generated response where they described the definition of chargeback one by one. I had a chat and a call, additional investigation but Amazon doesn't even help create a claim with UPS. I called UPS but they don't help either because Amazon is the one who created the label.

As a result, I paid $1,649.42 instead of $55.42. The mattress was delivered damaged and we had to discard it. From one customer I lost over ~2000 and Amazon doesn't care at all. I am completely hopeless and looking for my legal options at this point.

Customer Entered Dimensions: 42.1 X 14.6 X 14.6 IN

Weight: 64.82 LB

Carrier Audited Dimensions: 91.0 X 17.0 X 51.0 IN

Weight: 440 LB