is there a way for customer to withdraw an AtoZ that was already granted?
Customer wasn’t aware of AtoZ since phone rep opened it on their behalf and is willing to withdraw.
All of a sudden AtoZ team process cases lightning fast, without considering the 48 hours period.
If the customer said as much to you in writing, use that to appeal the claim.
Appeal an A-to-z Guarantee Claim
Unfortunately, from my own experience, it is no longer possible for customers to withdraw an A-Z claim. The only think they can do is to place a new order to recharge their card.
Amazon makes it nearly impossible for customers to resolve disputes with customers amicably.