Hello,

The buyer on Order ID: # 114-8104360-3830652 paced an order and when he received it, he created a return saying "I received an extra unit, which I want to return, and NO REFUND is NEEDED. When we received the buyer's return we thanked him for doing the right thing , but issued no refund.

A week after the buyer created another return saying the item is no longer needed. When we received the 2nd return we approved it well, BUT NOTHING WAS RETURNED BACK. The buyer filed an A-Z claim which was approved, the buyer was refunded and the claim was held against our ODR. My appeal was denied, since the buyer returned the item but we never refunded him. My pleas to explain that the buyer stated he received more than 1 unit and the return he created stated it was an EXTRA UNIT and NO REFUND was NEEDED fell on deaf ears. The case # 16957398821 was forwarded to the same A-Z team and they replied: "We have reviewed the buyer’s claim and the information you provided for order 114-8104360-3830652. Although we understand your position, we stand by our decision."

No one explained anything to us! If the buyer made a mistake in creating the first return in which he stated he received an EXTRA unit and NO REFUND was NEEDED then how are we supposed to know that!? How does Amazon know that? The buyer never explained anything further. WHY would this claim be HELD against our Order Defect Rate?

Please HELP!