Amazon incorrectly refunded customer £560 for 1 parcel missing from a 16 parcel order. Customer kept all 15 parcels and also had full refund.
I need urgent help with a recent A-Z claim against us which resulted in a substantial and clearly incorrect seller funded refund.
Amazon approved a claim for a 16 parcel order of which 15 were delivered. The customer never claimed all 16 were missing, just 1. However they have been refunded for the entire order and our appeal with proof of this has been denied.
Order ID: 204-4729189-2318743
Seller Support Case ID: 13133252652 / 13154677422
Refund: £559.84 seller-funded
Correct disputed amount: £34.99
The order consisted of 16 separately tracked boxes of LVT flooring with a total value of £559.84.
The customer raised an A-to-z claim stating: “I ordered 16 pks but only received 15.”
They also messaged us on Amazon to say they got 15 parcels but one was missing in transit.
The customer therefore explicitly acknowledged receiving 15 of the 16 boxes.
Our courier admitted loss of the 1 parcel. However before we could offer a refund or a replacement the customer had filed an A-Z incorrectly for all 16 parcels (despite in their own claim comments admitting they got 15).
Fifteen separate tracking numbers show delivery on 29 July 2026 at 14:12 and signed receipt.
Only one parcel was not delivered and was subsequently confirmed lost by the courier.
We have never disputed the customer’s entitlement to a refund for that one missing box. Its value is £34.99.
However, the customer selected 16 of 16 units when submitting the claim and Amazon refunded the entire £559.84 order.
As a result, the customer has retained 15 delivered boxes worth £524.85 AND received a refund for those same 15 boxes.
We appealed and supplied:
• Customer acknowledgement that 15 of 16 boxes were received
• 15 separate tracking numbers confirming delivery
• Signed proof of delivery with GPS confirmation
• Delivery photograph
• Courier evidence showing only 1 parcel was missing
During the appeal, Amazon requested information from the customer. The customer did not respond. The appeal was subsequently CLOSED and the full £559.84 seller-funded refund remained in place.
Seller Support has now advised that the claim cannot be reopened or appealed and that Amazon cannot reverse the excess refund without the customer’s consent.
We have been instructed to contact the customer and ask them voluntarily to authorise reversal of £524.85.
This leaves us in an extremely unfair position. The buyer’s own statement and the carrier evidence both establish that 15 boxes were delivered.
Yet because the buyer has not responded, they are currently retaining both the £524.85 worth of delivered goods and the corresponding refund.
We respectfully request that an Amazon moderator review this case and, if possible, escalate it to the appropriate A-to-z or specialist team.
We are NOT requesting reversal of the £34.99 refund for the genuinely missing parcel. We are requesting reimbursement of the £524.85 that was refunded for 15 separately tracked parcels which were delivered, acknowledged as received and retained by the buyer. Can an Amazon moderator please assist with escalating this for manual review? Thank you.
@Susi_Amazon @Joey_Amazon @Sakura_Amazon__ @Manny_Amazon @Cooper_Amazon @Xander_Amazon @Simon_Amazon @Indy_Amazon @Aria_Amazon @Ken_Amazon
Amazon incorrectly refunded customer £560 for 1 parcel missing from a 16 parcel order. Customer kept all 15 parcels and also had full refund.
I need urgent help with a recent A-Z claim against us which resulted in a substantial and clearly incorrect seller funded refund.
Amazon approved a claim for a 16 parcel order of which 15 were delivered. The customer never claimed all 16 were missing, just 1. However they have been refunded for the entire order and our appeal with proof of this has been denied.
Order ID: 204-4729189-2318743
Seller Support Case ID: 13133252652 / 13154677422
Refund: £559.84 seller-funded
Correct disputed amount: £34.99
The order consisted of 16 separately tracked boxes of LVT flooring with a total value of £559.84.
The customer raised an A-to-z claim stating: “I ordered 16 pks but only received 15.”
They also messaged us on Amazon to say they got 15 parcels but one was missing in transit.
The customer therefore explicitly acknowledged receiving 15 of the 16 boxes.
Our courier admitted loss of the 1 parcel. However before we could offer a refund or a replacement the customer had filed an A-Z incorrectly for all 16 parcels (despite in their own claim comments admitting they got 15).
Fifteen separate tracking numbers show delivery on 29 July 2026 at 14:12 and signed receipt.
Only one parcel was not delivered and was subsequently confirmed lost by the courier.
We have never disputed the customer’s entitlement to a refund for that one missing box. Its value is £34.99.
However, the customer selected 16 of 16 units when submitting the claim and Amazon refunded the entire £559.84 order.
As a result, the customer has retained 15 delivered boxes worth £524.85 AND received a refund for those same 15 boxes.
We appealed and supplied:
• Customer acknowledgement that 15 of 16 boxes were received
• 15 separate tracking numbers confirming delivery
• Signed proof of delivery with GPS confirmation
• Delivery photograph
• Courier evidence showing only 1 parcel was missing
During the appeal, Amazon requested information from the customer. The customer did not respond. The appeal was subsequently CLOSED and the full £559.84 seller-funded refund remained in place.
Seller Support has now advised that the claim cannot be reopened or appealed and that Amazon cannot reverse the excess refund without the customer’s consent.
We have been instructed to contact the customer and ask them voluntarily to authorise reversal of £524.85.
This leaves us in an extremely unfair position. The buyer’s own statement and the carrier evidence both establish that 15 boxes were delivered.
Yet because the buyer has not responded, they are currently retaining both the £524.85 worth of delivered goods and the corresponding refund.
We respectfully request that an Amazon moderator review this case and, if possible, escalate it to the appropriate A-to-z or specialist team.
We are NOT requesting reversal of the £34.99 refund for the genuinely missing parcel. We are requesting reimbursement of the £524.85 that was refunded for 15 separately tracked parcels which were delivered, acknowledged as received and retained by the buyer. Can an Amazon moderator please assist with escalating this for manual review? Thank you.
@Susi_Amazon @Joey_Amazon @Sakura_Amazon__ @Manny_Amazon @Cooper_Amazon @Xander_Amazon @Simon_Amazon @Indy_Amazon @Aria_Amazon @Ken_Amazon
20 replies
Josh_Amazon
Hello @Seller_d5fR37XEoE2Dy,
Thank you for reaching out and for providing such detailed information on order 204-4729189-2318743. I've forwarded your case to our internal team for further review.
Please allow some time while the team reviews the details. I will update you once I have more information.
Kind regards,
-Josh
Seller_EkGoiphKgUnUI
This is precisely the sort of easily winnable small claim that sellers need to be making. It takes 15 minutes online, and Amazon solicitors will likely settle the matter before it even reaches court - since court itself will likely cost more than just paying you your money fairly. Dont forget to add the standard interest rate typically accepted by judges (google this or ask chat gpt) as well as a reasonable administration cost for the un-necessary time lost.
Seller_A7wI1SGeyIqHF
This is deliberate fraud and its illegal by the customer, You must contact Citizens Advice Bureau or OFT and YOU MUST MAKE a claim in the small court. If they don't pay you up you can send a Bailiff to recover the money or seize assets to that value.
You are guaranteed to WIN and they will end up paying all court costs, etc.
Seller_PAoOCZ5pKszVP
this is such a simple case, why do amazon make it so difficult to resolve? It must be really disheartening and worrying, and causes unnecessary stress and workload.
Never seen such an obvious error by Amazon, yet the seller has to jump thru' hoops to get a refund.
Seller_l9DWGFvAaJQ2I
Glad it's been settled (apparently) but i nthe future, if the customer goes quiet on you then I simple letter before action to both customer and Amazon and they will probably tow the line.
LBA's are not difficult, you can simply write your own or use an online template.
Small claims court online is dead simple too, although you need to have sent an LBA beforehand
Seller_ltgBBx8UGthpj
take them to court
You can easily file a claim through money claims online and easily win it
That’s the only way to get your money from them
I just won a case against them 2 weeks ago personally myself
Seller_GPLxAbyNPI33I
An Amazon customer services agent could go around to your buyers house & fit the LVT for him & still find the buyers favour.
As I have repeatedly said many times, Amazon can & do give a customer their money back when it's not Amazon's money!
Seller_76AUwmqvSyRIM
I've taken Amazon to the small claims court several times, probably 6 or more, and it has not affected my account in any way.
Seller_3B0AouLDbYq91
Amazon must reply to their UNJUST and UNETHICAL PRACTICES towards sellers.
