so today I lost my appeal on a AtoZ as I expected due to Amazon never listening to sellers.

on the 18th Customer ordered a set of trunks.

on the 19th these was delivered within delivery window and via buy shipping.

Customer starts a return due to 1 out of 5 been damaged.

I reach out to try and help them but email is rejected due to there restrictions and no matter how I try and email (important etc) it red and won't send.

I accept they will have to return it at some point.

Woke up on 23rd to find they have opened a AtoZ against me.

naturally I state item not returned yet etc

Customer then decided to return it at a drop off shop yesterday which triggered automatic refund.

this ment I lost the case instantly (email said so)

I appealed it staying its unfair as Customer hadn't tried to return it till today and a AtoZ was granted before they even attempted to return.

got my appeal rejected saying the following

As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics. To avoid these claims in the future, respond promptly to buyer communications to reach a resolution. If appropriate, refund the buyer within 72 hours of the buyer's first contact.

how amazon? They don't accept messages nor did they reach out to me lol

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