AMZ refunded customer $12k on an order even though customer recieved the items in proper condition
Hello all,
I’m seeking assistance from HAQM regarding an A-to-Z Guarantee claim for Order ID: 114-8354822-6780251.
This order included (2) Eaton 9PX 8000VA UPS units (9PX8KSP), which were successfully delivered via CEVA Logistics, tracking number TRP17551. CEVA’s delivery confirmation shows the items were received and signed for on January 10, 2025.
The customer initially messaged us with concerns about delivery timing. We responded promptly but received no further communication. While the delivery was admittedly delayed, we expected to handle the issue through a return, not a full refund—especially since delivery was confirmed and the units are in the customer’s possession.
We’ve appealed the A-to-Z decision with all necessary documentation, including:
* Proof of delivery
* Serial numbers for delivered items
* CEVA tracking records and confirmation
However, our appeal was denied, and our account was debited $12,972.18. This also negatively impacted our Order Defect Rate, which we respectfully feel is unwarranted given the confirmed delivery.
Tracking information and deliveryPlease find attached a screenshot showing the full A-to-Z case details and tracking records. Any help from HAQM staff or advice from fellow sellers would be greatly appreciated.
AMZ refunded customer $12k on an order even though customer recieved the items in proper condition
Hello all,
I’m seeking assistance from HAQM regarding an A-to-Z Guarantee claim for Order ID: 114-8354822-6780251.
This order included (2) Eaton 9PX 8000VA UPS units (9PX8KSP), which were successfully delivered via CEVA Logistics, tracking number TRP17551. CEVA’s delivery confirmation shows the items were received and signed for on January 10, 2025.
The customer initially messaged us with concerns about delivery timing. We responded promptly but received no further communication. While the delivery was admittedly delayed, we expected to handle the issue through a return, not a full refund—especially since delivery was confirmed and the units are in the customer’s possession.
We’ve appealed the A-to-Z decision with all necessary documentation, including:
* Proof of delivery
* Serial numbers for delivered items
* CEVA tracking records and confirmation
However, our appeal was denied, and our account was debited $12,972.18. This also negatively impacted our Order Defect Rate, which we respectfully feel is unwarranted given the confirmed delivery.
Tracking information and deliveryPlease find attached a screenshot showing the full A-to-Z case details and tracking records. Any help from HAQM staff or advice from fellow sellers would be greatly appreciated.
2 replies
Joey_HAQM
Hi @Seller_mhvo3YZuQyIZM,
Thank you for posting here at the Seller Forums!
Based on the details you have shared, please allow me to touch base with our internal team. I will reply here once I have any new information.
Seller_4zBzdtgCyS9EI
When the customer first contacted you and you realized the package was late, did you offer a free return right away?