Word Of Warning
Hi All
just to let you know what a customer has done to us today, ordered a product only £17 however claimed item not received, checked the tracking and item said delivered next day with a photo of the delivery, checked the photo against google maps and i think it has been delivered to the correct address but can not be 100% sure, so we agreed send out a replacement on a different courier that item is due to be delivered today customer received a text to say item is out for delivery and instantly opened an A to Z claim for the first item, customer will end up with two free items
I will try to dispute the A to Z but we all tend to know how these end up, lesson learned is refund not send a replacement
Word Of Warning
Hi All
just to let you know what a customer has done to us today, ordered a product only £17 however claimed item not received, checked the tracking and item said delivered next day with a photo of the delivery, checked the photo against google maps and i think it has been delivered to the correct address but can not be 100% sure, so we agreed send out a replacement on a different courier that item is due to be delivered today customer received a text to say item is out for delivery and instantly opened an A to Z claim for the first item, customer will end up with two free items
I will try to dispute the A to Z but we all tend to know how these end up, lesson learned is refund not send a replacement
22 replies
Seller_IQo80d99W2DzP
It is best to get a Signature from the courier, then screenshot that. (Email the courier and get some sort of signature, that means a lot to Amazon!)
Provide screenshots and links, so A-Z Claims can see details.
Provide screenshots to the Buyer as well of BOTH deliveries, prove with Google and GPS, so they know you know they have the item.
Claim from both couriers as well, they often go back to the address, ask for further proof, etc.
Seller_So4cfa2TwpZTV
This happens a lot due to this we always refund and ask them to reorder if they still want the item. We never send out replacements because of the amount of fraud on Amazon you usually end up losing the money and two products. Our items are generally low value so it's not worth the time and energy for us to fight customers over items not received even when we are sure its been delivered correctly as 99% Amazon will side with customer anyway.
Seller_MAFZoVceIqVCn
I no longer send replacements for this very reason. refund and invite them to re-order, also mention that you report all losses to Royal Mail for investigation to receive insurance compensation for lost items. its amazing how many times the item mysteriously appears.
Seller_SMQGxBtJUz0d6
Sadly unless you used buy shipping or get a signature, amazon uphold the customers a-z claim.
I had exactly this, royal mail tracked to the only house on the road for 100m in any direction, gps coordinates etc, uploaded links and google maps location and picture showing the house, and I still lost!
They thanked me for giving them then info and agreed it was delivered and that it wouldlnt affect my metrics, but the customer was refunded and the seller (me) had to fund the refund!
How is that right?
Seller_uP9LqiYV3yKFy
After some 13 years on selling on Amazon we won our first A-Z last week
Buyer stated delivered and left outside in the rain, image shows being handed to person inside the house with door open
Then they claimed there was nothing inside the parcel - clearly see it bulging in the image
Then stated they were a man and image is of a woman - door was unique and matched on google maps
A-Z opened to state not delivered and I was lying about everything
Amazon backed up our information, I was shocked
Sadly comes too late as we have reduced our sales down on amazon, too many years of headaches to consider this platform worthy of our precious time
Aria_Amazon
Hello @Seller_mR8hAumPA2CkX,
I took a look at your situation
You've actually landed on the right takeaway here. Under Amazon's A-to-Z Guarantee policy, a buyer can file a claim once the estimated delivery date has passed by 3+ days and they've contacted you via Buyer-Seller Messaging at least 48 hours prior — regardless of whether you've already sent a replacement. Sending a replacement doesn't close the claim window on the original order, which is why the buyer was still able to open the A-to-Z on the first shipment.
When appealing, the claims team will look for proof of delivery including tracking, delivery address confirmation, and carrier details. If your tracking shows delivered with a photo but you can't confirm 100% it matches the customer's address, that can make the appeal more difficult to win.
Going forward, the safest approach — as you've identified — is to issue a refund and invite the buyer to place a new order. This way, the original transaction is fully resolved and there's no open claim window. A genuine buyer who still wants the item will simply reorder.
If you do want to appeal this claim, you have 30 days from when it's granted to submit your appeal via Seller Central (Performance > A-to-Z Guarantee Claims). Include your tracking number, the delivery photo, and any Buyer-Seller Message correspondence showing the customer's original complaint.
Thanks so much for sharing this with the community — it's a helpful reminder for all of us. Feel free to reply if you need anything else.
Best, Aria
Seller_WXdewwTMFkWvS
Sorry to hear, thankfully it was only a small amount worth.
But try Using Chatgbt Or gemini next time you have a case and it will advice you exactly the best way to proceed in these cases so that you follow the amazon policy and dont have it backfired, and almost always the policy solution is to offer a refund, i dont really see them every suggested send a replacment.
