Moderator Escalation – A-to-Z Claim Granted Despite On-Time Delivery and Valid Proof (System Error / ODR Misapplied)
@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_
I am requesting a moderator review and correction of an A-to-Z Guarantee claim that was granted incorrectly, resulting in financial loss and an unjust Order Defect Rate (ODR) impact, despite confirmed on-time delivery with valid proof.
Case id : 11923564632
Order ID: 026-3593311-4376301
Claim date: 18 December 2025
Refund amount: GBP 44.10 (seller-funded)
ODR impacted: Yes (multiple impacts)
1. Order Was Delivered On Time Within the Estimated Window
Delivery estimate: 6–9 December 2025
Delivered: Monday, 8 December 2025 at 15:15 GMT
Delivery occurred within the estimated delivery window. There was no delay.
2. Valid Proof of Delivery Exists
Independent courier confirmation from Evri confirms:
Delivery to the correct address
Timestamped delivery record
Delivery photograph showing the parcel placed at the recipient’s porch
Tracking ID: H0377A0013543355
This meets Amazon’s criteria for confirmed delivery.
3. Buyer’s Claim Statement Is Factually Incorrect
The buyer claimed:
“This parcel never arrived and has no available delivery date.”
This statement is demonstrably false, as delivery occurred on 8 December 2025, supported by carrier records and photographic evidence.
4. Refund Request Was Triggered by Amazon’s Customer-Side System Display
On 15 December 2025, the buyer wrote:
“Can I get a refund for this item as it never arrived and now says I’m eligible for a refund.”
This wording shows the refund request was triggered by Amazon’s customer-facing interface, which did not display full third-party courier details, not by an actual delivery failure.
Amazon’s UI limitation cannot override confirmed delivery or transfer liability to the seller.
5. Seller Responded and Supplied Evidence Promptly
Seller responded to the buyer on the same day
Delivery was verified directly with the courier
Buyer was informed that delivery was confirmed with photographic proof
All evidence was supplied in the A-to-Z appeal
Despite this, the evidence was ignored, and the claim was granted.
6. Resulting Outcome Is Incorrect and Unacceptable
The current outcome is that:
The buyer has the item
The buyer has the refunded funds
The seller has financial loss
The seller has ODR impact, despite no defect
This does not represent a seller failure under Amazon policy.
Request to Moderators
I respectfully request that moderators:
Review the carrier delivery confirmation and photo evidence
Confirm that delivery occurred on time within the estimated window
Recognise that the claim was triggered by Amazon’s tracking display limitation, not a delivery failure
Reverse the A-to-Z decision
Reimburse the seller-funded refund (£44.10)
Remove all ODR impacts associated with this order
This case represents a system-driven error, not a seller defect.
Thank you for your time and objective review.
Kind regards,
Moderator Escalation – A-to-Z Claim Granted Despite On-Time Delivery and Valid Proof (System Error / ODR Misapplied)
@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_
I am requesting a moderator review and correction of an A-to-Z Guarantee claim that was granted incorrectly, resulting in financial loss and an unjust Order Defect Rate (ODR) impact, despite confirmed on-time delivery with valid proof.
Case id : 11923564632
Order ID: 026-3593311-4376301
Claim date: 18 December 2025
Refund amount: GBP 44.10 (seller-funded)
ODR impacted: Yes (multiple impacts)
1. Order Was Delivered On Time Within the Estimated Window
Delivery estimate: 6–9 December 2025
Delivered: Monday, 8 December 2025 at 15:15 GMT
Delivery occurred within the estimated delivery window. There was no delay.
2. Valid Proof of Delivery Exists
Independent courier confirmation from Evri confirms:
Delivery to the correct address
Timestamped delivery record
Delivery photograph showing the parcel placed at the recipient’s porch
Tracking ID: H0377A0013543355
This meets Amazon’s criteria for confirmed delivery.
3. Buyer’s Claim Statement Is Factually Incorrect
The buyer claimed:
“This parcel never arrived and has no available delivery date.”
This statement is demonstrably false, as delivery occurred on 8 December 2025, supported by carrier records and photographic evidence.
4. Refund Request Was Triggered by Amazon’s Customer-Side System Display
On 15 December 2025, the buyer wrote:
“Can I get a refund for this item as it never arrived and now says I’m eligible for a refund.”
This wording shows the refund request was triggered by Amazon’s customer-facing interface, which did not display full third-party courier details, not by an actual delivery failure.
Amazon’s UI limitation cannot override confirmed delivery or transfer liability to the seller.
5. Seller Responded and Supplied Evidence Promptly
Seller responded to the buyer on the same day
Delivery was verified directly with the courier
Buyer was informed that delivery was confirmed with photographic proof
All evidence was supplied in the A-to-Z appeal
Despite this, the evidence was ignored, and the claim was granted.
6. Resulting Outcome Is Incorrect and Unacceptable
The current outcome is that:
The buyer has the item
The buyer has the refunded funds
The seller has financial loss
The seller has ODR impact, despite no defect
This does not represent a seller failure under Amazon policy.
Request to Moderators
I respectfully request that moderators:
Review the carrier delivery confirmation and photo evidence
Confirm that delivery occurred on time within the estimated window
Recognise that the claim was triggered by Amazon’s tracking display limitation, not a delivery failure
Reverse the A-to-Z decision
Reimburse the seller-funded refund (£44.10)
Remove all ODR impacts associated with this order
This case represents a system-driven error, not a seller defect.
Thank you for your time and objective review.
Kind regards,
11 replies
Seller_ZVAz3d5lZuGid
@Seller_6HXPDZ2n6YG3n - whilst I can entirely sympathise with your frustration and what has happened to you is so wrong, opening 4 threads about the same topic will only result in the mods probably closing 3 of them, as it is against forum rules to post multiple threads for the same thing.
I sincerely hope that at least one of the mods will take this on board and resolve. Good luck.
Seller_6HXPDZ2n6YG3n
WHO IS HANDLING CASES FOR 5-YEAR-OLD KIDS IN THAT DEPARTMENT?
THIS PERSON IS A THIEF AND A LIAR, AND MY MONEY IS GONE, YET I RECEIVED AN ODR???
THE ITEM WAS DELIVERED ON TIME.
THIS PERSON NEVER RESPONDED TO MY MESSAGES, LIED IN AN A-TO-Z CLAIM, AND IT WAS STILL GRANTED.
WHAT KIND OF JOKE ARE WE EXPERIENCING HERE?
THIS IS REALLY ENOUGH. WHERE ARE ALL THE MODERATORS?
I WANT MY MONEY BACK AND REMOVE THIS ODR PLEASE!!!
@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_
Thank you for taking the time to provide us with more information regarding your claim on the order 026-3593311-4376301. Upon further review, we have decided to uphold our original decision.
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
Hey @Seller_6HXPDZ2n6YG3n,
Thank you for taking the time to post here at the Seller Forums.
Unfortunately the order was scanned by the carrier 2 days past the shipping window. Per your tracking information the order was shipped/scanned on Dec 4th and this order was supposed to ship on Dec 2nd the latest.
I am sorry I can not be of more assistance regarding this particular matter.
Seller_EXwt7GyQDq9DX
amazon is the biggest scam and fraud of this century , everyone will learn this soon.
nothing is going from their pocket who are deciding and dealing with your money.
AMAZON gave them a job to make buyer happy with free products , as many as possible refunds because nothing is going out from their pocket but this way they can attract more buyers and traffic will be higher .
when all other platforms have seller support with buyer protection. Clearly fair deal.
AMAZON is the worst place for sellers and heaven for buyers.
thousands sellers are destroyed by amazon and thousands will be destroyed .
amazon spoiled many people life and money.
it will be history soon and amazon will be a case study in law schools and title will be " AMAZON was the biggest scam and fraud of this century but how?"
