The buyer left me a negative feedback (for Order ID: 112-3363253-4172226) as follows:

"Item arrived damaged and had been previously opened. Warranty had been expired for three years. Despite this, the refund process was quite a battle and took almost a month to get my money back. I'd avoid this seller if I were you."

First of all, The item we shipped was definitely brand new and factory sealed. We have photos and video of preparing the shipment as proofs. Warranty is valid as we got confirmation from manufacture.

This buyer has been detected by Amazon that he/she had filed out-of-policy claim or had activity that violated Amazon's policies. This was indicated in Amazon's decision of the buyer's A-to-z claim, which was denied and where Amazon said "In this case, the claim was filed out of policy or we detected customer activity that violated our policies." See attached picture (Amazon's notification of the A-to-z claim).

Before the buyer filed the A-to-z claim, we initiated refund to the buyer, but Amazon did not process the refund, but cancelled it. During the A-to-z claim, we initiated refund again, but Amazon cancelled the refund again and denied the claim with the attached notification. We explained this to the buyer in response to his inquiry. Then the buyer reopened the claim, we initiated the refund for the 3rd time and finally Amazon processed the refund. The claim was closed but was not counted ODR-impacted.

Because of the two times of Amazon's cancelling refund, the refund was processed on 1/31/2025, which is only 18 days after we received the return on 1/13/2025, not "almost a month" like what the buyer said in the feedback.

Therefore, in this feedback the BUYER LIED, AND HIDE THE FACT that it is the problem of his/her own account caused the delay of refund. Thus this feedback is obviously a misleading, fraudulent and fake review.

It does not complying to Amazon's guidelines of "Comments, Feedback, and Ratings about Sellers" (see attached).

Amazon's guidelines of "Comments, Feedback, and Ratings about Sellers" states:

We have the right to remove feedback that isn't about your buying experience or violates one of our guidelines. Your comments and feedback about sellers should not include the following:

".....

Compensated or misleading reviews. Reviews should reflect your honest opinion. We do not allow fraudulent or fake reviews that mislead other customers or materially misrepresent your purchasing experience. We also do not allow reviews that are created, edited, or removed in exchange for compensation. Compensation includes cash, discounts, free products, gift cards, and refunds. For more information, visit Customer Reviews.

"

I requested feedback removal and was denied. I appealed and denied again. I need a moderator to request a human look at this review and since this feedback is "fraudulent or fake reviews that mislead other customers or materially misrepresent your purchasing experience", which is now allowed as stated in Amazon's guidelines of "Comments, Feedback, and Ratings about Sellers".

Can a Moderator please assist?

Order ID: 112-3363253-4172226 ; Case ID: 17157412741

Thanks.