Reporting buyers
Hi all, I sent a parcel via Parcelforce 48.
Buyer claims not received.
Google maps street view matches picture of front door on the Parcelforce picture. Spoke to Parcelforce and local depot, the GPS coordinates of the delivery match the address of the buyer.
Amazon rejected the A-z claim against me, and denied my appeal. It won't go down against my ODR but now I'm nearly 300 down.
What are my options. It's obviously fraud. Do I report the buyer to the police for fraud.
Thanks.
30 replies
Seller_ZVAz3d5lZuGid
You can report abuse on Amazon via the report abuse form :
https://sellercentral.amazon.co.uk/abuse-submission/form/other
Seller_OM4BK6pjqIuuR
did you tell parcelforce the buyer was saying not delivered? they may want to do their own investigation
Seller_HB2MC8FR8Gmz5
Definately contact Parcelforce and tell them the customer has said the item has not been recieved. Parcelforce should then investigate and provide you a response. You can use that response with Amazon. But you may need to take action outside of Amazon to recover all of your loss. I do not think you can hope a SAFE-T claim if an A to Z has been opened. But someone correct me if i am incorrect about the SAFE-T element of my reply.
Seller_1HNtcPxkW4KbC
You may also claim for the lost parcel with Parcelforce, website shows
When using Parcelforce 48, you get up to £150 in compensation cover for loss or damage to your parcel as part of the standard service; additional cover can be purchased to increase this amount up to £2,500.
Key points about Parcelforce 48 cover:
Standard cover: £150
Maximum additional cover: £2,500
Service name: Express 48
Seller_IQo80d99W2DzP
What did the photo show, as PF should have a photo of the person or open door ent, NOT a Safeplace, as that is not allowed under their terms, unless you agreed to that.
As such, raise a PF claim.
They may have delivered to a 'safeplace' but then stolen, so report to the police as well.
Email the Amazon MD. You need an email screenshot from PF saying it was delivered, give GPS, link to PF trackimg, so all evidence as A-Z never read a lot.
Update us, as this is happening often. (We add a label on every PF parcel, to remind, Safeplace is not acceptable)
Seller_2PJJEd2rbDKIb
The sad reality of selling on Amazon is that even if you have undeniable proof—a photo of the customer holding the package, a Facebook post of them bragging about their new order, a signed delivery confirmation, or even a video of them unboxing the item—Amazon will still side with the buyer.
It doesn’t matter how absurd the claim is. The moment a customer says “Item not received” or “Defective product”, Amazon’s default stance is: the seller is guilty until proven innocent. And even if you do prove your case, it rarely makes a difference. Reimbursements are denied, A-to-Z claims are auto-approved, and seller account health takes the hit.
Meanwhile, serial refund abusers and outright scammers face zero consequences. Amazon's buyer-first policies have created an environment where fraud is not only easy but encouraged, leaving honest sellers to foot the bill.
Want to report them to the police? You can—but Amazon won’t let you tell them.
Technically, if a customer commits fraud by falsely claiming an item never arrived or was defective when it wasn’t, you can report them to the police for fraud or theft. However, Amazon’s terms and conditions strictly prohibit you from informing the customer that you’ve done so.
According to Amazon's Prohibited Seller Communications Policy, messages to buyers must not include threats, legal action notices, or any statements that could be interpreted as pressuring the buyer. This means:
✅ You can report a fraudulent customer to Action Fraud, the police, or any relevant authority.
❌ You cannot tell the customer you have reported them, as Amazon considers this a "threat" and could suspend your account.
Yes, you read that right. Even when a buyer lies, commits fraud, and steals from you, Amazon still protects their "buyer experience" over the seller’s right to defend their business. If you even hint at taking action, you risk account suspension for violating Amazon’s messaging policies.
So while you can file a police report, you must do it silently, like some kind of crime-fighting vigilante in the shadows—because Amazon sure as hell won’t have your back.
Seller_HIWyXJCAuQ6DA
unfortunately I did do this yesterday as unaware, messaged the buyer saying I would report to action fraud and file small claims court claim... Amazon email literally just now came through saying you threatened the buyer
Seller_HIWyXJCAuQ6DA
how do I appeal this apparent threatening?
Seller_vNGUliyBfm8re
has the buyer replied to you directly to deny getting it are they communicating with you when you tell them your evidence ?
Seller_HIWyXJCAuQ6DA
nope. Messaged buyer. Got nothing back from buyer. Got email from amazon saying you threatened the buyer
Seller_vNGUliyBfm8re
for the value of the order, is it worth a drive.. 🤣
if you don't mind loosing your Amazon account over the principle of being scammed then I'd be knocking on the persons door for answers. but if you're like most of us totally held 'by the balls' by Amazon for the fear of loosing your livelihood then I'd consider the correct course of action and writing to MD email and also Amazon legal address for re-review of all the evidence supporting your side.
Upload all your evidence, parcelforce tracking, emails, photos of the order, screen shots of your buyer messages, bullet point annotate it, easy to read, and send to MD email along with any Seller support case ID's where amazon fobbed you off on this. you can upload all the evidence to drop box and add links to each file but Safe T and A to Z now let you add attachments which I think is good too. if you have to write in to Amazon by post, (and MD email don't respond or resolve) then you can print all the attachments and send everything. also send everything to the buyer (evidence wise, factually) via Amazon messaging BEFORE escalating any further, and tell Amazon via the letter/MD email, all your evidence was shared to the buyer and amazon can view it from there too. This always goes down well too, even if buyer is unresponsive it shows you're willing to share all your cards to the buyer and have nothing to hide which helps your defence.
Seller_ZVAz3d5lZuGid
If you do email the MD you will need to open a case with SS first and then quote the case ID in your email to MD - they won't look at it otherwise.
Seller_bzRkeDMMsE3Is
I would never sleep at night, selling anything more expensive than a tenner on Scamazon!
Seller_1U2xoyGE3Xvv8
Hi,
The best way to avoid claims like this is to use Amazon’s "Buy Shipping" service for all orders. We previously dealt with fraudulent claims on a near-daily basis, but since switching to Amazon’s shipping, these issues have been reduced to almost zero.
Amazon always sides with the buyer in disputes, and the A-to-Z and SAFE-T claim appeals process is largely ineffective - it’s rarely worth the time as sellers almost never win. To protect yourself, ensure that everything you sell on Amazon is shipped using their own service, even if it means adjusting your pricing to account for the cost.
Additionally, Royal Mail’s claims process is unreliable - refunds take at least 60 days, and they typically only reimburse the raw value of the goods (production cost), not the retail price. Unfortunately, pursuing a claim is unlikely to recover the full amount.
It’s best to cut your losses on this one and move forward with this in mind for the future.
Best of luck!
Seller_HIWyXJCAuQ6DA
Right people, this is strange... Got an email from Amazon saying their decision has been reversed and I've been credited the money back. I hadn't yet emailed the managing director at Amazon so no idea what's changed considering they declined the original A-Z and my appeal to their A-Z decision too
