The customer returned a total different product, which is defective. We tried to charge 90% restocking fee but the refund did not go through for several times (it happens a lot). So we just keep trying. But then we received the email at the bottom.

It clearly told us not to try to refund the customer because they detected unusual behavior by the buyer that requested this refund. (it seems like amazon also found the customer was abusing the return policy)

So we just stop trying the refund. But a few days later, the customer filed AZ claim. To avoid losing the case, we continue to try to issue partial refund. But none of the refund went through. Then we lose the case and customer was issued full refund for returning the total different item. We appeal the case, and amazon denied.

This is really ridiculous. Because this is the 2nd time this happened (Here is the link of post when this happened to me for the first time https://sellercentral.amazon.com/seller-forums/discussions/t/0d3f8a41-3f6d-44b0-8fa7-92a284e41a09?postId=9a1769a4-6dfe-4c52-ab7f-d6ba434b06fb). And different from first time, we even tried to refund after amazon told us not to refund and customer filed AZ claim. But the partial refund never when through and we again lose the case.

Someone from amazon please review this case as this is exactly the same case like last one. The last one was later reversed by amazon. So I hope this one would reverse too.

--------------------------------------------original amazon email: ------------------------------------------------------------

Dear Seller,

We have reversed the refund that was requested by the buyer for order 113-2773414-4000269. We have credited 195 to your account, and the credited amount will be reflected in your account within 48 hours.

Why is this happening?

As part of our ongoing efforts to ensure a trustworthy selling experience, we regularly monitor refund requests for suspicious activity. We detected unusual behavior by the buyer that requested this refund, leading us to conduct a review of their request. Following that review, we have decided to reverse the refund that was issued.

Will this have any impact on my performance?

This refund reversal will not affect your performance history.

What do I need to do?

No action is required from you. It is possible that we could reverse this decision upon review, in which case we will notify you to reissue the refund. Do not attempt to re-issue a refund for this order unless we ask you to do so.

Thank you for selling in Amazon’s store.

Account Specialist

Amazon.com

www.amazon.com