Handling A to Z claim
Hi
Its my first post in this forum, I am totally confused how should I sort this awkward issue. I posted brand apple watch worth £485 and customer received and signed for it. Later customer sent me picture of box opened with everything present and watch missing. He next day requested return based on parts missing. I politely notified customer that it was brand new sealed when i posted however I can request courier to look in to this problem for me. He then filed a-to-z claim saying i sent parcel with watch missing. I responded with royal mail postage certificate showing weight of parcel was approximately same as weight of amazon catalog shipping weight which confirms that everything was present at the time of posting. In parallel i asked royal mail to investigate this for me, they reassured that this parcel is delivered without any issue and can be checked online aswell. however i can still request an investigation which will take 4 weeks or more because this is our missing content investigation timeline. On the other hand amazon gave refund to buyer. I am stuck between royal mail set procedures and amazon set procedures. Can anyone please tell me how can I solve this issue. I am advised to send email to payments guarantee team and see what happens but I am not much hopeful. What should be done in that case?
6 replies
Seller_EJIX7rqDNQJi2
I’m very sorry that this happened to you. Unfortunately, you should have asked here for help before responding to the claim. Since you already lost, there is not much you can do and I don’t think Amazon would reverse the claim decision.
I would advise you to pursue the matter by legal means. With all the proof of delivery of the merchandise, your buyer can’t keep it for free. Have you thought about sending a letter before action and taking the issue to the Small Claims Court?
Seller_bH8Hg5z8wIuPc
Thanks so much for your reply. Do you suggest sending more proofs to amazon will do any good? As I am advised by customer support to write further to payment guarantee team. What has better chance of recovering my funds.
Worst part is amazon didn’t even ask buyer to return the stuff he received and is given full refund without any question. Even though as a seller i proved and fulfilled my responsibility but it was ignored. Amazon should protect sellers against scammers but this attitude is just so encouraging for scammers.
I am sure this person is scamming and I am extremely annoyed. 
Seller_74ijaPS0pKj8Q
Quite a common scam. Report buyer to Action Fraud with all relavent into, not sure they are anything other than a paper exercise though but as this is a high value and commonly scammed item I strongly advise you file a police report, this buyer may have a history of fraud.
Seller_t9axAefQD4v9m
Do as Kika advises and take the buyer to small claims court. Send a letter before action to the buyer telling them they have 14 days to pay you the money or you will take them to court.
Tell them that in addition to the cost of the item they will have to pay your court costs and your admin fees in collecting the debt (£200 is a reasonable amount for this), as well as travel expenses to the hearing.
You have easily enough evidence to convince a judge that the item was received.
Seller_R5FjIgcjvcWCT
It’s a shame this happened to you, i googled amazon scam and phone/ expensive product are massive targets for scams. People make a living from scamming expensive products like this. Hope you get the money or take them to the cleaners.
