I kid you not, item delivered at 11:32 this morning, buyer filed an AtoZ claim at 12:01, I refunded seconds later, AtoZ granted against me?!

Amazon = incompetence personified.

Subject: Assistance Required for Reimbursement on A-to-Z Claim

Hi All,

Could someone advise on how to get reimbursed for an order refunded by Amazon after a buyer filed an A-to-Z claim? The parcel was delivered after the buyer received the refund.

We appealed the decision but received an automated response stating the appeal was denied. Despite sending two follow-up emails to customer, we haven't received a response. We also emailed the Managing Director's office and received a reply stating the email was received and will be reviewed in 2-3 days.

This situation has left us out of pocket, even though the delivery photo clearly shows the parcel being handed over to someone at the buyer’s address with an open door. Unfortunately, Amazon seems unwilling to acknowledge this evidence.

Any help or advice on resolving this issue would be greatly appreciated.

Thank you,

Adam

So a buyer claimed their order was not received around 2 weeks ago- they messaged us and we provided proof that it was (Tracked GPS and a literal picture of the buyer with the order in their hand)

The buyer did not get back to us after this but then filed an ATOZ claim. We sent an entire PDF to the ATOZ team to show that the order had been delivered and the buyers claim was then denied.

Now, 2 weeks later Amazon has sent an email stating that this has been reversed in the buyers favour ‘due to new information’

I’m incredibly doubtful as to what this new information is, seeing as we provided picture proof with the package in the buyers hand- honestly I’m at my wits end with ATOZ claims due to the overwhelming majority being counted in the buyers favour and I’m looking at taking legal action because the entire situation is just getting ridiculous