I am writing here because I feel that I will not get enough help anywhere else. I received a report about the inauthenticity of the product that the customer received. He wrote that his skin reacts badly after using the cream. He immediately stated and reported to me that the product is inauthentic - I received a warning to my account. I immediately sent invoices and they were accepted.

I asked the customer for photos of the product he received and the expiration date on the product - if he claims that it is inauthentic, he must have a basis. Unfortunately, no response.

He declared that he would return the product and want a refund. He received a refund from A-Z Claim, but he did not return the product (even though he had already used it). And as an honest Seller, I received a warning on my account about the inauthenticity of the product + I was charged for the entire order under A-Z Claim + I still cannot receive my product from the customer, because he does not reply to any messages.

What should I do in such a situation? I opened a CASE twice describing the case, but without any response, the case is only listed as "transferred".

I kindly ask an Amazon Employee to help me in this matter. I did everything right - I sent the parcel very quickly, the original product with a long expiration date - and I still lose for the entire order..