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Dear Amazon Seller Community,

I’ve been an Amazon seller for around 14 years now & using PF 48 for all the deliveries , and in that time, I’ve encountered numerous A-Z claims. While these claims are nothing new to us, we’ve recently had a situation that has left us a bit confused, and we’re hoping to get some clarity and advice from fellow sellers or Amazon experts.

Historically, as long as an order was delivered on time and we provided tracking and signature confirmation, we could generally rely on that information to defend ourselves against A-Z claims. This has been our approach for years, and it’s worked well, particularly when tracking shows that the package was delivered and signed for by the customer.

However, today we received a new experience that left us questioning whether Amazon's A-Z claim policy has changed. Here’s the response we received from Amazon:

"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."

While we appreciated that the claim would not be counted against our Order Defect Rate, the situation has raised some questions for us. We did respond by stating that we are prepared to issue a refund as soon as the item is returned. Typically, Amazon has taken responsibility in cases where the package was delivered to the address provided and was signed for by the customer.

Now, we’re a bit uncertain: Is there a new policy in place where, regardless of delivery confirmation and tracking, if a customer claims they didn’t receive the item, the seller is automatically held responsible? We’ve always been under the impression that if the package was delivered to the correct address, signed for, and tracking confirmed it, then the seller was not responsible for claims of non-receipt.

Can any of you offer some advice or insights into this? Have there been any recent changes to the A-Z claim policy that we might not be aware of? And if so, what steps can we take to protect ourselves moving forward?

Looking forward to your responses and advice.

Best regards,

Smart Fashion

Why have most of my child listings seperated from the parent listings AGAIN!!!!!!!! this stupid A.I system!!! doing this at the busiest period of the year, now costing me a fortune in ads that are not covnerting into sales. Honestly im done, i spend 3 weeks already this year sorting this out once, amazon your an absolute joke!!!!

good morning all.

I have a wine shop. I was hoping to open a store on Amazon for bulk orders and they, rightly asked for a personal and premises licence. No problem, I’ve uploaded them. The first was declined and no reason stated. The second was declined and stated that I needed to upload a valid personal and premises licence… which I thought I already had. The third was declined for the same reason… and now my applications are being automatically declined by AI. 3 times I have asked what I am doing wrong or what I need to do, but have never had a clear response (and the responses I HAVE had, I could not reply to. One of them told me to reapply in a couple of days and change the name of the uploaded files… which was wild).

Seller support told me that the team that looks at applications are uncontactable and I must wait for them to look at my appeal… but I should have had a reply 3 days ago and I’m still waiting. Support told me that there’s nothing they can do… so to me, it looks like I’m just in limbo, with no route in or out… this can’t be right, can it?! I’ve been trying for almost 4 weeks!

I wouldn’t mind so much but I’m literally paying for a store that, if I can’t sell wine through, is completely pointless… coz I’m, ya know, a wine shop. What should I be looking for? What’s the obvious thing that I’m missing here?

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1. The details on the GS1 were correct. GS1 UK GTIN certificate provided few times.

2. The interval between the UPC purchase and the listing was more than 72 hours.

3. I have created and deleted the listing several times, and the same error 8572 keeps popping up.

Can you please help me? Case number 10526447422

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I have not had any active listings in over a year on my Amazon France store.

I have now had 3 seperate charges raised on my account, two for over 50 € in a 2 week period, and one for just over 10 €.

They are listed as "other" transactions with a reason of "misc adjustment" when i downloaded the statement.

I have opened two seperate cases in seller support 10423135202 and 10401604372.

the MD here also emailed the Mangingdirector email address at amazon on 7th of November, this too has been ignored.

Essentially I am being charged with no apparent reason, Amazon refuse to engage and provide a solution or at leats an answer to justify their behaviour, and instead just ignore any contact I raise.

I have now raised my 3rd case today and again it has gone unanswered.

What on earth can I do in this situation?

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I'm not getting answers as to why the tracking on Amazon says collected but the UPS system hasn't registered the pallet.

Can anyone let me know of similar experience. Do UPS collect pallets on different days than scheduled? Do they charge you for missed collections? Do they attempt to collect more than once?

I have been in contact with help support for weeks who only care about the Bill of Lading. I just need to know what has happen so I can find the pallet.

Thank you all in advance. Needless to say that with no stock my black friday was very dark!