Dear All,

Recently, our customer contacted us on July 23th and said he want to change the address BEFORE the shipment, we confirmed his address and arrange the shipment later.

But the customer opened the A-Z claim on July 28th and said he didn't receive the item, and he also opened the A-Z claim at the same time.

But a few hours later, he contacted us again and said he RECEIVED THE ITEM, so we contacted him to ask if he can cancel/withdraw the claim, but the customer didn't reply to us!

Then, funny result occurs, the claim has been authorized directly and we are deducted the fund!!

This is the email Amazon sent to for two different results:

1. Only July 31th

Dear CAcaco,

We have granted an A-to-z Guarantee claim of $262.17 on order 112-3495317-3365842. We have debited the amount from your account and have counted the claim against your Order Defect Rate.

We immediately appeal the claim, and then on Aug 7th, Amazon then sent us the second email:

2. Dear CAcaco,

We have closed an A-to-z Guarantee claim of USD262.17 on order 112-3495317-3365842 because the customer did not respond to our requests for additional information. No further action is required from you at this time, but if the customer reopens the claim, we will continue our investigation and may reach out to you. If this claim remains closed, we will not count the claim against your Order Defect Rate.

Why should we pay for the cost to this claim? Does Amazon investigate the claim and emails carefully?

Can someone help me?

Thank you for your assistance!

Kind Regards