I’m reaching out for advice and insights on an issue I’ve been facing with two A-to-Z claims that were denied despite clear proof of delivery. Here are the details:

Order Number: 203-4134913-5606762

Order Value: £1,045.74

Proof of Delivery: The pallet was delivered and placed outside the customer’s building as per their request. I have a photo and tracking confirmation.

The delivery was made as per the customer’s specific instructions, and I provided proof of this (photo and tracking details). Amazon’s A-to-Z Guarantee states that if the package is delivered according to the customer’s instructions and proof of delivery is provided, the seller is not liable for a refund

Despite this, my claims were denied, and this is now my third appeal. I’ve asked Amazon to escalate the matter, but I’m hoping to get some advice from others who may have faced a similar situation.

1. Has anyone dealt with similar claim denials, and what steps did you take to resolve it?
2. Any tips on how to escalate these types of cases more effectively with Amazon Seller Performance?
3. How can we better protect ourselves from A-to-Z claims like this in the future?

I would really appreciate any guidance or tips. Thank you in advance for your help!

We sent out an order by Parcelforce which was and signed for tracked service. We have proof of deliver/picture/gps for the delivery and can confirm that this was delivered. An a-z claim was made and was granted and we made an appeal but was denied. The order was back in November. Can i please have some help in this matter

Customer placed an order for an item - two weeks later, customer made A to Z claim despite photo proof of delivery

Customer Comment "hello The order showed delivery but I didn't get the whole package I talked to neighbors and family and looked around Didn't even see my package I need you to check it Give me a refund thank you"

Amazon granted, and following appeal A to Z decision stands but ODR not affected - so we lose £60

One week later, a different customer placed an order for the exact same item, customer goes on to make an A to Z claim, again despite proof of delivery.

Customer Comment "hello I didn't receive the whole package I've talked to neighbors and family I also looked for the surroundings Didn't even see my package The address is also correct Please check and give me a refund thank you"

Note the significant similarities in the customer comments including the misspelling of 'neighbors'

Amazon granted, but following appeal A to Z decision stands but ODR not affected - so we lose another £60

Further fuel for the fire...the two addresses are 30 miles apart