Just had an expensive claim A-Z claim awarded against me despite full Royal Mail tracking with the customer having signed for the order. The claim is clearly fraudulent. Is it Amazon policy to award all customer claims now regardless of proof of delivery including with customer signatures?

We have just had an A-Z Claim granted against us for the normal non delivery by Royal Mail but had no prior email from the customer to nform us that the item had failed to arrive. It was our belief that the buyer has to contact the seller before an A-Z can be applied to allow them to refund or re-send?

A customer was just granted an A-Z claim for non-delivery for an item we sent with Royal Mail Tracked 48, delivered on time with a photo. They did not reply to our message with photo of delivery to help us investigate. They have just now placed another order with us.

What should we do in this situation? I don't want to cancel as my order defect rate is already over 1% after this, but worried they will put in another claim when the item is delivered.

Thanks.