I purchased a Claims Protected HAQM Label and shipped the item to Canada. The customer filed a claim stating they did not receive the package, which we shipped on time and was successfully delivered. I do have proof of delivery with signature that the item was delivered. HAQM granted a refund to the customer under the A-to-Z Guarantee.

I have opened several appeals but each time I received the following response:

-We have reviewed the buyer’s claim and the information you provided for order 702-9910211-3159426. Although we understand your position, we stand by our decision.

I am kindly requesting a refund as we shipped the item on time and it was delivered successfully. Please help to resolve this issue.

A buyer has left a product review in the seller feedback section, and despite meeting the criteria for removal, HAQM has not taken it down. As per HAQM’s guidelines, feedback should be removed if the entire comment is a product review. This is a 1-star review specifically about the product itself, and the item was fulfilled by HAQM.

Could someone from HAQM please assist with this issue? Your help would be greatly appreciated. Thank you in advance.

Case ID 17566035991

@Seller_RsATYbG9XP0HP @Seller_RSwABJNHpHnEZ @Seller_l3eCP9f1PtJXC @Seller_PIHyltK09pbl3 @Seller_Lz6S1nnAIzbYB @Seller_7e4TizkSOVtBf @Seller_Udi0JNbTrsmUV @Seller_FJwyF3iu5qxUY

This is relatively new to HAQM for us but has been going on in other marketplaces. Buyers are buying and shipping to an address of another person and then they claim the product is faulty or some gosh awful return reason. instead of shipping my product back, they ship an envelope with garbage in it. Anyway. when I went to the Safe-T Claim section, it said I could not file the claim because I had not issued a refund yet. After I issued the refund, It says I cannot file the Safe-t Claim because I INITIATED THE REFUND. No duh. You said a refund had to be made before a claim could be submitted.

Is there anything I can do, a department I can reach out to, or is this a $300 learning curve since there were 2 of these type returns ins 2 days.

Buyer opened a "Return for Replacement" request which automatically generated a free replacement order through HAQM's return system. The replacement shipped out and was delivered. 2 weeks later the buyer opens a A to Z saying they "returned the order and still hadn't received their refund". I showed that the buyer had already received their replacement order, but HAQM still granted the refund and counted it against our ODR. Appeals have been denied saying the "Order was returned and should have been refunded".

We recently had an A-to-Z claim filed for a $2000 item (Order # 112-2830046-4832213).

The customer's return request was made outside of the 30-day return window. Their initial reasons for the return were also completely different from the reason stated in the A-to-Z claim.

In messages, it went from "Not needed anymore/purchased accidentally" and then in the A-to-Z it was "Different from what I ordered".

Despite all of this, and despite providing HAQM with clear evidence of the late request and the inconsistent reasons, as well as stating we will accept the return if the item is UNUSED, our initial appeal was denied.

In our second appeal, adding insult to injury, we offered AGAIN to accept the return of the item, and we provided our return address. We were willing to make an exception to try and resolve the situation fairly.

Our second appeal, highlighting all of this again, was not denied. So HAQM not only refunds the customer $2,000, but lets them keep the item?!

Are you kidding me?! How is this even remotely acceptable or in line with fair business practices? A customer can violate the return policy, provide inconsistent and fabricated reasons for a claim, and then get to keep a $2000 item for free?!

In what world is this acceptable?! NO store in the world would ever allow this crap!! A FORCED $2,000 refund OUTSIDE of the 30 Day return policy, AND GETS TO KEEP THE ITEM!!!

This decision is beyond frustrating; it's infuriating. It feels like HAQM is actively incentivizing dishonest buyers and completely disregarding the rights and losses of its sellers. We followed the rules, we provided evidence, we even offered a solution outside of AMAZON's 30 day policy, and this is the outcome?

What recourse do we even have in such a situation? We are now facing a $2000 loss through no fault of our own, thanks to a system that seems to favor the buyer regardless of the facts. We can't even send another appeal. They just shrug it off as if a bot granting a $2,000 refund with no need to return is an acceptable resolution.

I am beyond disappointed and frankly questioning the fairness of doing business on this platform when such blatant injustices can occur. Any advice or shared experiences would be appreciated. So fed up with HAQM.