We noticed a package was lost by the post office, so we messaged buyer to see if they wanted a replacement or a refund.

As happens frequently, the buyer didn't get the message through Amazon Messaging. When we didn't hear back by the next day, we went ahead and shipped a replacement at our cost to keep the customer happy.

Two days later they contacted Amazon, who chose to open an A-Z 'claim' and were refunded. They buyer still has not responded to any of our messages.

We see the replacement was delivered and went to appeal the A-Z claim against our ODR and this message popped up in seller central:

"We Got Your Back.

We recently detected that this order was delivered to the customer after the initial claim was granted because the order was in transit and not delivered by the estimated delivery date. Based on the recent tracking signal, we have reached out to the customer requesting to either: (1) reverse the refund; (2) return the item back to you; or (3) confirm non-receipt of the order. We will let you know after hearing back from the customer. There is no need to appeal this claim for now while we wait to hear back from the customer." and then gave a choice to continue the appeal or wait for Amazon to hear back from the buyer.

I have never seen anything like this from Amazon before. Could they actually have our backs??! (Fingers crossed).

So I chose to wait, it's been a week with no updates. Delivery confirms the package arrived, Amazon confirms the package arrived .. I guess I am just waiting to see if Amazon withdraws the A-Z case.

Has anyone else seen this? Has anyone had a positive outcome? I hope this is a sign that Amazon really might have our back from time to time.