Formal Escalation – Buyer Misrepresentation, Confirmed Delivery, Unjust Enrichment
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon@Danny_Amazon@Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
Case Id: 11907756102 - 11925831872 - 11965864652
Formal Escalation – Buyer Misrepresentation, Confirmed Delivery, Unjust Enrichment
Order ID: 202-5357290-5713950
Claim date: 13 December 2025
Refund amount: GBP 40.60 (seller-funded)
ODR impacted: Yes
Summary
This A-to-Z claim was granted in error and currently allows the buyer to retain both the product and the refunded funds, despite:
Explicit buyer approval to proceed with delayed dispatch before shipment
Valid dispatch and tracking uploaded after approval
Confirmed carrier delivery before Christmas
No seller fault at any stage
This outcome is factually incorrect, procedurally flawed, and financially unjust.
1. Buyer Explicitly Approved Delayed Dispatch Before Shipment
On 8 December 2025 at 18:40, after being informed of a dispatch delay and offered a full refund alternative, the buyer explicitly confirmed in Amazon Buyer–Seller Messaging:
“That’s fine as long as will be here before Christmas xx”
This approval was given before dispatch and is clearly documented.
The seller did not ship until buyer consent was received.
Once approval was given:
The buyer accepted the revised delivery timeline
The original estimated delivery date no longer applied
The seller acted fully in accordance with the buyer’s instructions
2. Dispatch Occurred Only After Buyer Consent
Following the buyer’s written approval:
The order was dispatched in good faith
Valid tracking was uploaded
The parcel entered active transit
There was no unauthorised dispatch and no seller failure.
3. A-to-Z Claim Opened While Parcel Was in Transit
Despite approving shipment, the buyer opened an A-to-Z claim on 12 December 2025, while the parcel was already dispatched and in active transit.
The buyer’s claim statement was:
“Never arrived and is not dispatched”
This statement is demonstrably false.
4. Confirmed Delivery Before Christmas
EVRI tracking H0377A0013583878 confirms delivery on 14 December 2025 at 15:16, including:
GPS-verified delivery location
Delivery photograph
Correct delivery address
The item was delivered before Christmas, exactly as agreed with the buyer.
5. Buyer Retains Both Item and Refund
Despite confirmed delivery:
The A-to-Z refund (£40.60) remains seller-funded
The buyer has not returned the item
The buyer has not disputed delivery evidence
This results in unjust enrichment, which directly contradicts the purpose of the A-to-Z Guarantee.
Amazon policy does not permit a customer to retain both the product and the refunded amount where:
Delivery is confirmed, and
No seller fault exists
6. Required Corrective Actions
I formally request the following actions:
Immediate reimbursement of the seller-funded A-to-Z refund (£40.60)
Immediate removal of the associated Order Defect Rate (ODR) impact
Correction of the claim record to reflect no seller fault
Confirmation that buyer misrepresentation has been recorded
All supporting evidence (buyer approval messages, tracking, GPS confirmation, delivery photos) is already available in Seller Central.
Formal Escalation – Buyer Misrepresentation, Confirmed Delivery, Unjust Enrichment
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon@Danny_Amazon@Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
Case Id: 11907756102 - 11925831872 - 11965864652
Formal Escalation – Buyer Misrepresentation, Confirmed Delivery, Unjust Enrichment
Order ID: 202-5357290-5713950
Claim date: 13 December 2025
Refund amount: GBP 40.60 (seller-funded)
ODR impacted: Yes
Summary
This A-to-Z claim was granted in error and currently allows the buyer to retain both the product and the refunded funds, despite:
Explicit buyer approval to proceed with delayed dispatch before shipment
Valid dispatch and tracking uploaded after approval
Confirmed carrier delivery before Christmas
No seller fault at any stage
This outcome is factually incorrect, procedurally flawed, and financially unjust.
1. Buyer Explicitly Approved Delayed Dispatch Before Shipment
On 8 December 2025 at 18:40, after being informed of a dispatch delay and offered a full refund alternative, the buyer explicitly confirmed in Amazon Buyer–Seller Messaging:
“That’s fine as long as will be here before Christmas xx”
This approval was given before dispatch and is clearly documented.
The seller did not ship until buyer consent was received.
Once approval was given:
The buyer accepted the revised delivery timeline
The original estimated delivery date no longer applied
The seller acted fully in accordance with the buyer’s instructions
2. Dispatch Occurred Only After Buyer Consent
Following the buyer’s written approval:
The order was dispatched in good faith
Valid tracking was uploaded
The parcel entered active transit
There was no unauthorised dispatch and no seller failure.
3. A-to-Z Claim Opened While Parcel Was in Transit
Despite approving shipment, the buyer opened an A-to-Z claim on 12 December 2025, while the parcel was already dispatched and in active transit.
The buyer’s claim statement was:
“Never arrived and is not dispatched”
This statement is demonstrably false.
4. Confirmed Delivery Before Christmas
EVRI tracking H0377A0013583878 confirms delivery on 14 December 2025 at 15:16, including:
GPS-verified delivery location
Delivery photograph
Correct delivery address
The item was delivered before Christmas, exactly as agreed with the buyer.
5. Buyer Retains Both Item and Refund
Despite confirmed delivery:
The A-to-Z refund (£40.60) remains seller-funded
The buyer has not returned the item
The buyer has not disputed delivery evidence
This results in unjust enrichment, which directly contradicts the purpose of the A-to-Z Guarantee.
Amazon policy does not permit a customer to retain both the product and the refunded amount where:
Delivery is confirmed, and
No seller fault exists
6. Required Corrective Actions
I formally request the following actions:
Immediate reimbursement of the seller-funded A-to-Z refund (£40.60)
Immediate removal of the associated Order Defect Rate (ODR) impact
Correction of the claim record to reflect no seller fault
Confirmation that buyer misrepresentation has been recorded
All supporting evidence (buyer approval messages, tracking, GPS confirmation, delivery photos) is already available in Seller Central.
5 replies
Seller_2BSBgE3FJzlK4
small claims court, very easy to do online. buyers will usually pay up before it going to court, if not then you have all the evidence needed to win.
Seller_6HXPDZ2n6YG3n
I understand that moderators may be reading this thread, but I have not yet received any feedback.
Could a moderator please clarify why an on-time order affected by courier misdelivery, with no seller fault, has resulted in an ODR impact?
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon @Danny_Amazon @Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
Joey_Amazon
Hello @Seller_6HXPDZ2n6YG3n,
Thank you for posting here at the Seller Forums.
Unfortunately the main reason for the claims team decisions is due to the order not shipping withing the established window and also delivering outside the Max EDD.
Hope this helps,
Joey
