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

Subject: Urgent: A-to-Z Claim Fraud – Tracking Shows Delivered, But Refund Issued

Hi All,

I am reaching out to request assistance regarding an A-to-Z claim that was processed despite clear evidence showing that the parcel was delivered. The tracking information, which includes a delivery photo and GPS location, confirms that the order was successfully delivered to the buyer.

However, despite this proof, the buyer was refunded, and we are now facing a situation where we have been scammed. It is extremely disappointing to see that the A-to-Z claims process can be exploited in this way, especially when there is clear evidence supporting our case.

We are selling on other platforms as well, but it is becoming increasingly concerning that Amazon has become a platform where scammers can easily abuse the system and take advantage of honest sellers like us.

Can anyone assist with escalating this matter, as we are not receiving fair resolution despite the proof of delivery?

Thank you for your time and understanding.

Best regards, Adam

Order Number: 206-0489901-4368319

Merchandise amount: GBP 531.14

Date of claim: 28 August 2024

[Moderator Edit (Sarah_Amz): personal data removed]

Proof of delivery:

Delivery Date: 2024/8/22

Delivery date as specified by Amazon: 2024/8/22

From the logistics website, the order was delivered on the specified delivery date.

And now the buyer just filed an A-to-Z claim to get an easy refund, costing us £531.14. The buyer got the item for free.

I have contacted the buyer to ask him to return the parcel but he has not responded in any way.

This is a scammer and so is Amazon, not scrutinised at all. I submitted a complaint and the response from Amazon was ‘We reviewed all the information and decided that the evidence you provided was not sufficient to prove that the order was delivered.’ However in the previous response, ‘In this case, the tracking information showed delivery, but the buyer did not receive the package. Since you provided sufficient information to prove that the buyer actually received the order, we will not count this claim against your order defect rate.’

Obviously both Amazon and the buyer know that the parcel was indeed delivered, but with neither of them acknowledging it, what confidence do we have in continuing to sell on Amazon Mall?