Seller-Funded A-to-z Refund After Customer Reported Non-Receipt 43 Days Later Despite Hand-to-Hand Delivery Evidence
Hello Amazon Moderators,
I urgently need assistance with an A-to-z Guarantee decision that appears to have ignored clear and objective proof of delivery.
Order ID: 203-2474080-9333151
Claim amount: £92.24
Claim date: 16 July 2026
Seller-funded decision: 17 July 2026
Evri tracking: H02RBA0000268055
Delivery date: 3 June 2026 at 17:40
The parcel was delivered 43 days before the customer reported that it had not arrived.
This was not a parcel left outside, in a safe place or in an unsecured communal area. Evri’s evidence includes:
Successful delivery confirmation.
Verified GPS coordinates matching the delivery address.
A delivery photograph showing the parcel being handed directly to a person.
Delivery to a commercial business address.
The exact delivery date and time.
The customer did not contact us at any point during the 43 days following delivery. There was no Buyer-Seller message, no request for assistance and no opportunity for us to investigate before the A-to-z claim was submitted.
Despite all of this evidence, Amazon refunded the customer using £92.24 from my seller account.
I have already appealed, but the decision has not been properly reconsidered. I would therefore be grateful if a moderator could escalate this case to a competent human investigator and explain what further proof Amazon expects a seller to provide beyond GPS verification, carrier confirmation and a photograph of a hand-to-hand delivery.
Amazon must stop automatically satisfying customers by taking money from sellers where the independent evidence confirms successful delivery. Seller protection becomes meaningless if even a photographed hand-to-hand delivery can be disregarded simply because a customer reports non-receipt 43 days later.
I am not asking Amazon to fund an unsupported claim from its own resources, and Amazon should not fund it from mine. If Amazon continues to retain my funds despite the delivery evidence, I will pursue recovery through the County Court against the appropriate party and ask the court to determine liability based on the objective evidence.
Please can a moderator review and escalate this case urgently?
Kind regards
Seller-Funded A-to-z Refund After Customer Reported Non-Receipt 43 Days Later Despite Hand-to-Hand Delivery Evidence
Hello Amazon Moderators,
I urgently need assistance with an A-to-z Guarantee decision that appears to have ignored clear and objective proof of delivery.
Order ID: 203-2474080-9333151
Claim amount: £92.24
Claim date: 16 July 2026
Seller-funded decision: 17 July 2026
Evri tracking: H02RBA0000268055
Delivery date: 3 June 2026 at 17:40
The parcel was delivered 43 days before the customer reported that it had not arrived.
This was not a parcel left outside, in a safe place or in an unsecured communal area. Evri’s evidence includes:
Successful delivery confirmation.
Verified GPS coordinates matching the delivery address.
A delivery photograph showing the parcel being handed directly to a person.
Delivery to a commercial business address.
The exact delivery date and time.
The customer did not contact us at any point during the 43 days following delivery. There was no Buyer-Seller message, no request for assistance and no opportunity for us to investigate before the A-to-z claim was submitted.
Despite all of this evidence, Amazon refunded the customer using £92.24 from my seller account.
I have already appealed, but the decision has not been properly reconsidered. I would therefore be grateful if a moderator could escalate this case to a competent human investigator and explain what further proof Amazon expects a seller to provide beyond GPS verification, carrier confirmation and a photograph of a hand-to-hand delivery.
Amazon must stop automatically satisfying customers by taking money from sellers where the independent evidence confirms successful delivery. Seller protection becomes meaningless if even a photographed hand-to-hand delivery can be disregarded simply because a customer reports non-receipt 43 days later.
I am not asking Amazon to fund an unsupported claim from its own resources, and Amazon should not fund it from mine. If Amazon continues to retain my funds despite the delivery evidence, I will pursue recovery through the County Court against the appropriate party and ask the court to determine liability based on the objective evidence.
Please can a moderator review and escalate this case urgently?
Kind regards
12 replies
Xander_Amazon
I can see you've already appealed, which is the right first step. I'd recommend ensuring your POD documentation was attached via Buyer-Seller Messages during the appeal, as the text box itself doesn't support attachments.
Seller_6HXPDZ2n6YG3n
@Xander_Amazon Appeal already rejected you dont see that ?
Seller_6HXPDZ2n6YG3n
Because amazon hate sellers what else can be reason?
We have granted an A-to-z Guarantee claim of £92.24 on the order 203-2474080-9333151. We have debited the amount from your account but have not counted the claim against your order defect rate.
Why is this happening?
The A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of the items that you sell. If a customer is unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us. In this case, the customer claimed an issue with delivery and the tracking information you provided was either insufficient or the order was not actually received by the customer.
How can I appeal if the claim has been granted in error?
You should review the customer complaint carefully and provide evidence of the claim being granted in error. You can either provide proof confirming that you delivered the order on time or explain an alternative solution that you agreed with the customer. For example: The customer and you agreed on a replacement to be sent to the customer since the order was lost in transit and you are able to provide us the replacement tracking information with proof of the customer's agreement. In case you were able to deliver the order by the estimated delivery time, you can use the following template for appeals:
"To Amazon,
The order [enter order number] was shipped on [enter date] with tracking number [enter tracking number] by the carrier [enter carrier name] and the estimated delivery date was [enter estimated delivery date confirmed to the customer]. The shipment can be tracked using this link: [enter link to online tracking showing delivery and signature confirmation from customer]. According to the order's tracking information, the package was delivered to the correct address [enter address] on [enter date] and signed by [enter signee]. Please re-investigate the claim since the order was delivered on or before the estimated delivery date.
Best regards,"
Xander_Amazon
A couple of things worth noting — for "Item Not Received" claims, the key evidence needed is signed proof of delivery from the carrier, not just tracking confirmation showing delivered. If your appeal was denied, it may be that the proof provided didn't meet that threshold.
Seller_6HXPDZ2n6YG3n
So I will take them to court. Let’s see whether the judge agrees with what you say. I will not deal with unprofessional Amazon staff. We are living in the UK, and UK law says otherwise.
The address and GPS location match, and hand-to-hand delivery is successful delivery. If the customer had said the item was not delivered within a week, we would have been able to check and do something. However, after 43 days, it is not possible.
So I am taking the customer and Amazon to court. Let’s see what the judge will say.
Whoever reads this, stop dealing with Amazon’s unprofessional team. It is enough. Take them to court.
As a business owner, we have an agreement with Amazon. In my case, Amazon breached our agreement. From that point, I gave them a chance to fix it, and they failed. Now the judge will decide.
Amazon must learn to stop breaching our contract, or it will have to deal with a court order every single time. Enough is enough.
Seller_xU4h6ZbAduf0O
If you believe a crime has been committed with fraudulent behaviour.
It is worth reporting to Action Fraud to obtain a crime reference number and for them to start a file on the name and address.
You will also have stronger evidence in court as you have exhausted all avenues and this demonstrates the criminality of the action as well as civil.
We had a similar case where a customer on another site was prosecuted by the Police.
The Police physically went to their house and found the goods in the customers possession as well as the packaging and packing slip.
Although after 43 days, the packaging etc would be long gone but the goods will probably still be.
Amazon's stance is to ignore this behaviour and believe every word the customer says as part of their customer is always right ethos.
Even with a signature they have been known to reject claims as "signature not legible" or "customer claims thats not their signature"
Amazon may write policies but they do not control or write the law.
Seller_ffDSmJ9POyrBl
I am facing the same issue with over 20 orders, all fraudulent claims opened after a month, and funny enough all claims opened at the same time and date. Royal mail has provided proof of delivery, photo and signature, even then amazon refunded all of them. Its basically people doing drop shipping on amazon, and they have learnt the trick of claiming on amazon. They know regardless of any proof they will get their money back unless you use amazon shipping labels.
Seller_6HXPDZ2n6YG3n
I read about your problem too. Do the same as me: if it is worth it, take them to court. Right now, I have issued court proceedings against two customers and one against Amazon.
I have had enough. I work so hard, and I cannot accept Amazon continuing to give my money to other people on a gold plate.
As sellers, we all have to unite. Either all of us take Amazon or the customers to court. Amazon must understand that this system must change.
I have also been an eBay seller since 2004. Since then, the total number of lost parcels reported is fewer than ten. Can you imagine? Over 22 years, the number of lost parcels is fewer than ten.
Amazon has huge volume of sales but also huge volume of thieves here created and growing up by amazon.
Seller_6HXPDZ2n6YG3n
I have never reported attempted fraud to Action Fraud before. However, I have taken almost 20 companies to court, including insurance companies, banks and an interior designer, when they tried to scam me. Every one of them agreed to pay after receiving the court papers.
In this case, after 43 days and with proof of hand-to-hand delivery, how dare Amazon refund the customer? As you can see, none of the Amazon moderators are coming here to help.
The attached picture was taken inside the premises. I checked the property on Google, and the number shown is %100 which matches.
Seller_xU4h6ZbAduf0O
I have one going on right as i type...
Got the usual "refund Initiated" email from Amazon with the usual "item not as described" reason to make it seller fault.
This was an expensive lipstick and knowing how much Amazon customers are basically scammers, i ensured i went the extra mile when packing this up (as i do with ALL Amazon sales)
Alarm bell number 1
I have 3 cctv cameras set up at different angles pointing at my packing desk and also photograph the goods with high resolution before packing.
With this customer, i messaged them to ask how was it different to what was ordered ? and attached my cctv screenshots and pictures.
They sent back a message saying that Amazon got it wrong and the item was received damaged by the Amazon driver.
Alarm bell number 2
This was delivered by Royal Mail not Amazon
Alarm bell number 3
They sent pictures of the damage and it just did not make sense as the inside of the lipstick was hollow and missing over an inch of lipstick according to the damage.
Ran their pictures through 2 different AI manipulation detection software companies and both companies came back as 95% AI manipulated photo.
I am now waiting for the Safe-T claim to be denied as "seller responsibility" before taking my own action.
I have just had it with Amazons thieving customers and Amazon's protection of them, even when presented by accurate evidence to prove illegal activity.
See for yourself my cctv picture of me holding up the perfect item to the camera and the customers photo and the 2 companies verdicts....
Xander_Amazon
I am seeing that you started a new thread on this subject here. I will reach out there.
