It may have been answered somewhere, but I have no idea how to find this info.

I have a customer who messaged me that they had not gotten their order. I pulled the USPS Tracking info from their servers and it showed that 3 days after I sent their order the package was forwarded to another address. We obviously don't get any info about what this address is, but advised the customer that their order was forwarded and to check at their new address for their order.

Fast Forward 2 days later and they file an A-Z Claim against the order. It was a small order, and exempt from tracking, so I know that I lose the A-Z for that part alone, but IS there a policy anywhere about Customers Delivery Guarantee's when they FORWARD their mail? The closest I could find was the Freight Forwarder Policy which Amazon doesn't follow anyways.

I use USPS IMB Tracking for these exempt orders, and it does have legitimate physical scans by USPS, but because there is no signature on the delivery of these orders obviously I'm going to lose the A-Z based on that, but I honestly shouldn't lose it for this order since the customer INTENTIONALLY sent their order to an address they did not live at and knew they did not live at and forwarded the order to a different address NOT what was on the order. I had responded to the customer's inquiry letting them know that I could NOT process a replacement for the order because of their forwarding order, because Amazon requires me to ship to the address on their order only. They did not respond to me and instead filed a A-Z Claim knowing full well that they had a forwarding order for their address which would prevent delivery.

Any Suggestions on how to fight an A-Z claim on a forwarded order?