A-Z Guarantee – Seller Funder

Hi,

I Recently had a customer claim non-receipt of an item, despite the tracking showing the item being posted through the customers letter box.

However, Amazon has decided to refund the customer even though I have proof of delivery. Has anyone else had the same situation?

How Amazon acknowledge receipt by the customer, but still offer a refund?

Thanks

Amazon response below:

——-

Claim decision: Granted – Seller funded

Order defect rate (ODR) impacted: No

Why did we grant the A-to-z guarantee claim?

The customer reported an issue with delivery. In this case, the tracking information indicates ‘delivered’, but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.