I don't know how long this has been going on for but we recently got alerted to Amazon automatically refunding IBA (Invoice by Amazon) customers without any prior warning to us. In most instances this has just slipped under the radar (£5 here, £10 there) but we had a £500 one go through the other day that was noticed.

Of course, we get a refund e-mail when this happens but we get hundreds of e-mails a day from Amazon so these were assumed to be legitimate confirmations of refunds that we had initiated. There was absolutely no prior warning, any request for further information, or any communication from the customer.

I've gone back through the last couple of months and in some instances it would seem the courier delivered a day or two late but going back through our refunds there are plenty that were delivered on time, with valid tracking (Amazon recognised courier, GPS, delivery image). Certainly no grounds for a full refund without return.

At a glance it seems that because customer service for IBA orders is handled by Amazon that the customer is disputing delivery and without any checks or balances Amazon customer services is just pressing the refund button without consulting us.

Has anybody else noticed this and is there a method for appeal? We can't SafeT claim these as IBA orders don't qualify. There are no return requests or A-Z opened for any of these either. It's just a straight refund without any communication.