Order 114-5992428-8219462: From the communication records with the buyer, it is evident that although the buyer informed us that the goods had been returned, we repeatedly requested the tracking number to ensure timely processing by our warehouse. However, we did not receive the tracking number and logistics information from the customer until January 4, 2025. As soon as we received the logistics information, we immediately contacted our partner return warehouse to verify the goods. Unfortunately, by this time, the customer had already initiated A-Z Claim. The warehouse faced delays in locating and confirming the goods due to the long time that had passed since delivery on December 19. Consequently, Amazon quickly processed the claim and issued a refund, which negatively impacted our Order Defect Rate (ODR) and affected our store's performance. Appealed with Amazon but it didn't help.

We would like to appeal once again regarding this A-Z Claim. Case ID：17067916301. The delay in processing the refund was primarily due to the customer's failure to promptly communicate and provide necessary logistics information. We hope Amazon will give us another opportunity to review both parties' responsibilities in this claim. In response to this incident, we have optimized our return and refund process to ensure that we can issue refunds to customers as quickly and efficiently as possible in the future.