a to z claims fraud moderator please help!!!!
Hi everyone,
I'm hoping an Amazon moderator can take a look at this case or advise on what I can do next.
Last month, one buyer placed 8 separate orders with us over the course of a week, with each order being delivered to a different address. Then, two days ago, the buyer opened A-to-z Guarantee claims on all 8 orders at the same time, stating:
"My item is not delivered yet and I no longer needed it now."
Amazon approved all of the claims.
We appealed every claim because all orders were delivered by Royal Mail/Parcelforce, and we provided proof of delivery, including:
Delivery confirmation.
Signature on delivery.
A delivery photo clearly showing the buyer accepting the parcel at their doorstep.
Despite this evidence, every appeal was denied.
To make matters worse, we've tried contacting the buyer using the mobile number provided on the order details, but it appears to be a false number and cannot be reached.
We're a small business, and losing over £200 like this has had a significant impact on us. What's even more concerning is that another buyer who purchased the same item has now done exactly the same thing. We will be appealing those claims as well, but after this experience we're not very hopeful.
Could an Amazon moderator please review these cases or advise whether they can be escalated for a manual review? It feels very unfair that clear proof of delivery, including signatures and delivery photos, has not been considered.
Any help or advice would be greatly appreciated. Thank you.
order number 205-4875063-6670754
@Michelle_Amazon @Yujiro_Amazon @Sandy_Amazon @Indy_Amazon
a to z claims fraud moderator please help!!!!
Hi everyone,
I'm hoping an Amazon moderator can take a look at this case or advise on what I can do next.
Last month, one buyer placed 8 separate orders with us over the course of a week, with each order being delivered to a different address. Then, two days ago, the buyer opened A-to-z Guarantee claims on all 8 orders at the same time, stating:
"My item is not delivered yet and I no longer needed it now."
Amazon approved all of the claims.
We appealed every claim because all orders were delivered by Royal Mail/Parcelforce, and we provided proof of delivery, including:
Delivery confirmation.
Signature on delivery.
A delivery photo clearly showing the buyer accepting the parcel at their doorstep.
Despite this evidence, every appeal was denied.
To make matters worse, we've tried contacting the buyer using the mobile number provided on the order details, but it appears to be a false number and cannot be reached.
We're a small business, and losing over £200 like this has had a significant impact on us. What's even more concerning is that another buyer who purchased the same item has now done exactly the same thing. We will be appealing those claims as well, but after this experience we're not very hopeful.
Could an Amazon moderator please review these cases or advise whether they can be escalated for a manual review? It feels very unfair that clear proof of delivery, including signatures and delivery photos, has not been considered.
Any help or advice would be greatly appreciated. Thank you.
order number 205-4875063-6670754
@Michelle_Amazon @Yujiro_Amazon @Sandy_Amazon @Indy_Amazon
25 replies
Violet_Amazon
Hi @Seller_ffDSmJ9POyrBl
I can see this is a concerning pattern. To look into this further, I need a few details:
Can you provide all 8 order IDs affected?
For each claim, have you appealed through the A-to-Z claims page? If so, how many times per order (sellers can appeal up to twice per claim)?
Once I have that information, I can review and determine next steps.
Regarding the second buyer showing the same pattern, I'd recommend reporting them through Seller Central: Performance > Account Health > Report Abuse.
If you can provide me with these details, I can look into how to escalate further.
Violet
Seller_cN6zu9yb9t26M
Glad you are getting help from the moderator. I think in the future, with a little bit of effort and you should be able to spot a fraudulent order based on the pattern. If a single buyer is re-ordering a large number of items in a short span of time, it's already a red flag.
Seller_0XWc3TbYeT9US
Anyone have any thoughts on possibly putting a letter in with a shipment explaining the position ("You've bought this from someone who is buying them from us on Amazon and then fraudulently claiming it as missing" or something) asking them to email you confirmation of receipt, giving their name and address? Maybe the details of which trader they bought from (probably eBay) and then reporting them to eBay to try and get them taken down? We've tried to look at eBay sellers who were doing the stuff that was being bought from us, but it tends to be branded consumables like coffee and there's hundreds of people with listings. We've discussed doing something like this next time it happens to us.
Seller_0XWc3TbYeT9US
I take it you don't get many A-Z Claims then, or you would know this is pretty standard! What they are doing is taking your money and using it to retain customer goodwill so they get more business. We are continually reporting this activity to the Competition & Markets Authority in the hope that they will launch a specific investigation into this practice by Amazon (coupled with the fact that if you use Buy Shipping they will cover the cost themselves, whereas if you use your own or use Royal Mail Click & Drop they do not - I will let you draw your own conclusions on why THAT might be) as it's entirely arbitrary and unfair and, I believe, contrary to competitive practices. Feel free to submit your own complaint to the CMA - if enough people do then something might get done :)
Seller_ffDSmJ9POyrBl
This is the first time in years that i have got so many claims altogether. I used to get an odd one here and there but not to this extend where now i am near enough £1000 out of pocket.
Seller_ffDSmJ9POyrBl
The guy who rang me enquiring about his parcel told me that he had bought the item from onbuy, apparently its a website where you can get cash back on things etc.
Seller_0XWc3TbYeT9US
I'm aware of the site but have no experience of it, I don't know how hard it will be to identify a particular seller on there :(
Let me know if you do, though, there must be some way for us all to get together and screw them over :)
Seller_0XWc3TbYeT9US
We think the one who has been defrauding us (based on what they sell and what the Amazon accounts have been buying from us) is on Onbuy as "Tool Operations Limited" (google "onbuy browse by shop" and you'll get there, I can't drop a link on this forum obviously).
Do they "sell" items which you have been having this issue with?
Seller_ffDSmJ9POyrBl
Yes , but as there are loads of shops on there, i havent been able to identify the one as of yet
Seller_fj3M54GkuGQyT
Not actually correct about using Buy Shipping. If you use Buy Shipping, Amazon will protect you from the defect of an A-Z claim and from any delivery related negative feedback, but the refund still comes out of your pocket.
Seller_A7wI1SGeyIqHF
BEST THING HONESTLY, JUST FBA EVERYTHING - NO CHANCE OF FRAUD LIKE THIS BECAUSE AMAZON IS THE DELIVERY COMPANY.
