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Subject: Urgent: A-to-Z Claim Fraud – Tracking Shows Delivered, But Refund Issued

Hi All,

I am reaching out to request assistance regarding an A-to-Z claim that was processed despite clear evidence showing that the parcel was delivered. The tracking information, which includes a delivery photo and GPS location, confirms that the order was successfully delivered to the buyer.

However, despite this proof, the buyer was refunded, and we are now facing a situation where we have been scammed. It is extremely disappointing to see that the A-to-Z claims process can be exploited in this way, especially when there is clear evidence supporting our case.

We are selling on other platforms as well, but it is becoming increasingly concerning that Amazon has become a platform where scammers can easily abuse the system and take advantage of honest sellers like us.

Can anyone assist with escalating this matter, as we are not receiving fair resolution despite the proof of delivery?

Thank you for your time and understanding.

Best regards, Adam

Hi, Good morning to all.

Till Saturday evening my VTR was 99% but over the night it drops to 68.79%.

Under the VTR report they have added 3225 orders.

VR has taken the orders from 14 Feb to 24 Feb 2025.

Does any has faced the such issue and have any update why it is happening.

If anyone knows the solution then please do share.

Hello, my payments have been postponed for about three months as (Account Level Reserve) and this situation has shaken our business and budget since it is our only source of income. We have now had to take out a loan. I have passed all the necessary verifications to make our payments and they said I do not have any tax debt. My account balance is also clean. I do not understand why my payment is being held. If a valuable Amazon official can help me, I would be very happy. Thank you.

Hi I am hoping one of the mods can help us with this a-z claim we received on order 206-6655298-2049108 our initial appeal was denied and we opened a case for further review which was then transferred case ID 10880944292

And they came back with the following:

Hello,

Thank you for taking the time to provide us with more information regarding your claim on order 206-6655298-2049108. Upon further review, we have decided to uphold our original decision.

Why was my appeal denied?

We have reviewed all available information and confirmed that the merchandise for the order was correctly returned on Feb 21, 2025. Since you are responsible for this return, we have reimbursed the buyer and debited your seller account. We recommend that you follow up directly with your courier.

For more information about the A-to-z Guarantee policy, please refer to our help pages:

https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_1161010_faq_a-z?nodeId=201889250

Thank you.

-Amazon

Even though I provided them with a screenshot of the tracking number as provided by the customer on their return the item was not returned to us. It was dropped off at an Evri parcel shop but Evri are stating it is too large so they are requesting the customer has to collect the item from wherever they dropped it off.

So I cannot understand the stance from the a-z claims team on this.

here is a bit of background on the issue also:

[Seller appeal correspondence] A-Z Claim for order 206-6655298-2049108 I need this case to be reviewed properly as we appealed this a-z claim and our appeal was denied we provided proof that the item was not returned from us. The customer sent the item back with Evri T00WLA4679261154 and the courier is unable to send this item back to us. This return was arranged by the buyer and not ourselves. We gave the customer an option of a collection arranged by ourselves instead they chose to return it via their own methods with a courier who cannot facilitate the return. I also asked for the messages to be reviewed sent between ourselves and the customer which it appears did not happen as this wasn't taken into account when they accessed our appeal. Now we have had the funds related to this order taken from our account and the order is still with Evri awaiting the customer retrieving this. So now we are doubly out of pocket. For this order and the a-z claim hasn't been addressed properly. Please can someone please look into this. It is also important to note the customer ordered a carpet and this is what they received so it wasn't different from what they ordered at all Many thanks Jon

Moderators - Please could any one of you kindly assist to escalate this case for further review? Thank you @Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR

@Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

So is this work around for real? Because Amazon and Royal Mail systems do not communicate properly we have to manually alter each record?

@Seller_mIRnuhdx7l5sN @Seller_XUNeUuvrQDpgP

Amazon Shipping One-Day Tracked - Onboarding required

When trying to buy postage this is now the only option we get No royal mail evri ect ?

@Seller_Huz6FT08OxHAR @Seller_XUNeUuvrQDpgP @Seller_hnDMgUKxMh1V4 @Seller_mIRnuhdx7l5sN @Seller_TSXM2A5nxWSuH

I use Buy Shipping for all my FBM orders. However I have been gifted a box full of first class stamps and I was wondering if I could use them to get rid of a load of old DVDs and books that I no longer want.

Hi all,

I am new here, so probably a stupid question, have looked at many articles, but could not find the answer.

Situation:

- recently started selling on Amazon

- not VAT registerred

- had one business sale and did not upload the invoice

- have now Declared VAT registration exemption

I still need to upload invoice for that 1 business sale - how do I do it? How to generate an invoice?

Many thanks!

Hi i have receive few false complain on compliance stating that i am selling fake products and account health has approved me selling the items after all necessary document submission. But somehow now amazon has asked me to request for brand approval and after submitting about 20+ times its keep getting rejected without a valid explanation when it was once approved. This is so annoying as seller as i have those products with me but cant sell and i been selling thousand of it.

Can anyone help how can i solve this as amazon help center keep replying with the same message without reviewing my documents.