Dear @Rachelle_Amazon,

One of the users directed me to you, mentioning that you might be able to assist with resolving a return issue regarding the following order:

Order ID: 305-6300793-8657156

The buyer returned the item under the A-to-Z Guarantee. However, the package was not properly addressed, which is also visible in the DHL tracking system, and as a result, the package never arrived at our location.

We never received any official confirmation showing that the package was returned to our correct company name and address, nor do we know who actually received it. This raises serious questions:

– How can someone receive a company parcel without proper authorization?

– Was it even addressed to a company?

– Who signed for it?

We have contacted the buyer several times, but they refuse to respond, which is also concerning.

Despite this, Amazon automatically deducted the full amount of the purchase from our account.

At this point, we have already written off the product value as a loss, but we are very concerned that this may not be a one-time issue. We fear that others may exploit this loophole in the return process between Amazon and DHL in the future.

What is even more critical is that we would like to avoid the warning shown on our Account Health page:

"Your seller-fulfilled offers are at risk of deactivation

Your Order Defect Rate is 5.56%; the target is 1%."

We kindly ask for your support:

How can we protect our account and resolve this situation properly?

Thank you in advance for your help.

Kind regards,

SD-COM GmbH.