Unfair Refund Charge – Package Stolen After Delivery
Hello Amazon Community,
I’d like to seek advice or assistance regarding an unfair refund charge that impacted our seller performance. Here’s what happened:
Order ID: 112-7630690-3985013
Case ID: 17484980351
March 18: A customer claimed they didn’t receive their package, even though tracking showed "Delivered." We provided Proof of Delivery (POD) and the delivery photo as evidence.
March 19: The customer insisted the package was lost and demanded a refund. We explained our policy: For delivered-but-lost packages, we require a police report to process a free replacement to prevent any fraudulent claims
March 20: The customer submitted the police report but then changed their request from a replacement to a full refund. Amazon issued the refund and debited the refunded amount from our account, affecting our performance metrics.
Why This Is Unfair:
✅ We shipped on time and delivered within the promised window.
✅ The carrier confirmed delivery with photo proof (POD).
✅ The package was stolen after delivery—this is beyond our control (force majeure).
✅ We followed policy by offering a replacement (not a refund) upon receiving the police report.
Request to Amazon:
We believe Amazon should:
Cover the refund cost, as the issue occurred post-delivery (Amazon’s responsibility).
Remove the performance defect, since we fulfilled all obligations.
Has anyone dealt with a similar case? Any advice on how to escalate this properly? Any insights, advice, and experiences you could share would be highly appreciated.
@Joey_Amazon @Glenn_Amazon @Tatiana_Amazon @Cooper_Amazon @Danika_Amazon @Jameson_Amazon @Michelle_Amazon @Danny_Amazon @Blake_Amazon @Quincy_Amazon @Dougal_Amazon @Jim_Amazon @Manny_Amazon @Sandy_Amazon @KJ_Amazon @Micah_Amazon
2 replies
Seller_kNAboD6kRgVt7
Your return policy must be equal to or better than Amazon's stated policy. Amazon does not require a police report when the customer claims the package was stolen, that is your own policy. If you do not request a signature upon delivery, it is basically up for grabs for the buyer to pick any reason and win an A-Z claim. Photo proof of delivery is only proof it got to the doorstep, Amazon wants "proof" the buyer had it in their hands. And this forum has had cases where even the signature didn't work, buyer can claim the box was empty, etc.
Build into your pricing that you will lose A-Z cases selling on Amazon. It will likely happen again. Sad but true.
Xander_Amazon
Hi ONEM- your post was flagged because it is duplicative and spam tagging. Please refer to your previous post for further support.
