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A-to-Z Claim Denied Despite Clear Proof of Delivery – Seeking Advice!
I’m reaching out for advice and insights on an issue I’ve been facing with two A-to-Z claims that were denied despite clear proof of delivery. Here are the details:
Order Number: 203-4134913-5606762
Order Value: £1,045.74
Proof of Delivery: The pallet was delivered and placed outside the customer’s building as per their request. I have a photo and tracking confirmation.
The delivery was made as per the customer’s specific instructions, and I provided proof of this (photo and tracking details). Amazon’s A-to-Z Guarantee states that if the package is delivered according to the customer’s instructions and proof of delivery is provided, the seller is not liable for a refund
Despite this, my claims were denied, and this is now my third appeal. I’ve asked Amazon to escalate the matter, but I’m hoping to get some advice from others who may have faced a similar situation.
- Has anyone dealt with similar claim denials, and what steps did you take to resolve it?
- Any tips on how to escalate these types of cases more effectively with Amazon Seller Performance?
- How can we better protect ourselves from A-to-Z claims like this in the future?
I would really appreciate any guidance or tips. Thank you in advance for your help!
19 replies
Seller_k2X0L9mVRT0pW
you left a pallet of goods worth over £1k outside the address premises (and allowed the buyer to authorise this) ?
You really should have made sure your courier delivered inside the premises, obtained a signature and pic of delivery and given instructions not to allow buyer to alter this.
Sorry it’s negative but you won’t win this.
Seller_DfMOm9tgJKAex
photos dont work fullstop.
signatures often dont work, if the customer says they dont have the item amazon sides with them
in your case legal action may even fail, because in your own words you have no proof that the customer took control of the goods, you only have proof it was left outside where it could have been stolen
Seller_d8YGbIjNqwFxn
With the request to leave the pallet outside how was this conveyed to you. Was it sent directly to you and you instructed your courier to do it. Was your courier asked to do it by the customer? Or did the courier find no one available and just put it outside their premises?
It is not unusual to leave pallets of goods outside a premise and for it to be unloaded immediately
If you have the proof that the customer asked you or your courier to leave it outside the premises you may have some legal recourse. However this may need to be done outside of Amazon which is against Amazon's T+C's
Seller_0UsCN5pKkU6bJ
Yet again, A-Z is not fit for purpose. You would have been covered on eBay, Etsy, Discogs, FNAC,Paypal, Shopify, Vinted, etc.
I've experienced this with Amazon on numerous occasions, and because of this lack of coverage, I have given up selling anything over £100. I can only suggest voting with your feet and selling elsewhere until Amazon improves its A-Z coverage.
Seller_X93H8iAnPxjNQ
I am sorry to hear about this and can feel your pain.
I am experiencing similar issues where A-Z Claims are being granted even with signatures. After appeal Amazon have still debited money but not counted against ODR. Not sure where to go from here as no more appeal options on seller central.
Seller_PU8ypkNZEJU9p
The best advice im afriad is to just move on. I know its tough but Amazon don't care about sellers and tracking, they will always grant is the favour of the buyer.
I had one a few months ago.
Photo of the woman in her nightgown, with the door number and visible product in her hand, signature and GPS Location. Despite this she opened an A-Z Claim. I found her on Facebook and she actually had a Post saying 'My Son Loves his World Map from iPosters on Amazon' I screenshotted that, attached the FB Post, Tracking, Gps and Signature, and the claim was still denied.
Seller_0ujDo2icJlVGS
Delivered outside. If its not signed for and you got no proof of buyer collecting this buyer can dispute this as they did not take it as it was left outside. if you have a proof you can appeal to amazon.
you can ring to amazon and they will look into this its the department above A-Z team.
even if with the proof of buyer taking the goods inside amazon refuses you you can go to small claims court and receive the money from buyer if he truly received the goods and you have a proof.
Seller_IVuzF5F26xipN
you can drive across the uk end to end in about 8 hrs, so im guessing where you are and where they are will be a lot less than this, tell them you are going to have a drive down, tell them you are taking this incredibly seriously, ask them if they have any cctv, and you will be coming down and asking the neighbouring businesses/houses for their cctv to get to the bottom of this, as at this amount this is a very serious offence as;
"In the UK, stealing high value goods worth over £1,000 is considered a Category 1 theft offense and you want to find the guilty party and get them prosecuted and get your money back"
at worst it's a bluff and you are in the same position, at best they suddenly 'find the lost items' happens a lot to us when people are challenged, middle ground you drive down and one of the other businesses has filmed them taking the stuff through the shutter doors etc.. or it actually has been nicked and you've learned a lesson,
wrap that up in pretty non confrontational language and see what they say:) don't specifically say you are coming to their premises as that might seem confrontational, just the neighbours etc..
take the other half, even if you dont fix it you've had a day out nice meal in a strange location and feel less amazon impotent!
Seller_6HXPDZ2n6YG3n
You can never win an A-to-Z claim.
My case was clearer than theirs, yet Amazon refunded the customer. They don’t care about sellers.
In my case, Evri handed the item to the customer through an open door. The customer then opened an A-to-Z claim and left negative feedback, even though they admitted they received the item. Yet, Amazon didn’t care and didn’t even remove the feedback. I suffered a double loss from this case.
We need to unite and report Amazon to all government authorities. Otherwise, they will never change these policies, and people will continue to steal our money.
Trading Standards, FCA and Competition and Markets Authority (CMA)
Seller_hk02yt1EBBFen
Report this case to Action Fraud UK, every seller should be able to protect their business from deceptive practices but sadly you dont get help from Amazon!
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