Order ID: 112-9331152-7394615
Claim Date: May 6, 2025
Product Amount: USD 153.06
Dear Amazon Support,
We are contacting you regarding an A-to-z Guarantee claim submitted for Order ID 112-9331152-7394615 on May 6, 2025, with a total product value of USD 153.06.
We would like to express several concerns about the handling of this claim and provide important context for your review:
1. The buyer did not follow the standard resolution process.
The customer did not attempt to contact us prior to submitting the A-to-z claim. No return request was made, nor was any message sent through the buyer-seller messaging system. As sellers, we were not given a fair chance to resolve the matter directly.
2. We are fully committed to resolving this issue in a way that benefits the customer.
Had the buyer reached out to us, we would have been happy to offer a return, refund, replacement, or other appropriate resolution. We remain open and ready to resolve this issue in good faith.
3. We are concerned about the potential impact on our account health.
We have photo documentation showing that the items were in good condition prior to shipment. Despite this, the claim places our account status at risk, which is especially disheartening given the lack of direct communication from the buyer.
4. Product details and clarification:
The item is a decorative element for a child’s room. It is purely ornamental and is designed only to be hung. It contains no mechanical, electrical, or moving parts. Therefore, the comment “it doesn’t work” does not apply to the nature of the product, as there is nothing functional within it that could fail or break.
In the claim, the buyer stated:
-"Is anything broken? Yes"
-"Item looks fine, it just doesn't work."
-Reason code: DAMAGED_OR_DEFECTIVE
However, the buyer also answered "Is anything missing? No", and expressed intent to return the item. Yet no return request has been submitted to us.
5.Possible misuse of the A-to-z claim process:
While we cannot make assumptions about customer intentions, we have observed that some buyers unfortunately use A-to-z claims to attempt refunds without returning merchandise. This case bears similarities, as the buyer neither communicated with us nor initiated a return before filing a claim.
We respectfully ask that Amazon consider these facts during the claim review. We remain open and ready to collaborate with the customer to resolve this issue fairly and quickly, in line with Amazon’s policies and customer satisfaction standards.
Thank you for your attention to this matter.
Sincerely,
Cape Fish Cards & Souvenirs