A‑Z Granted Seller‑Funded Despite Proven Delivery which Amazon agreed with – Requesting Review
Order ID: 203‑0667452‑1847543
Hi all,
Looking for moderator guidance on an A‑Z that was granted seller‑funded, even though Amazon confirmed we provided sufficient proof of delivery and therefore did not count it against our ODR.
Facts:
DHL shows delivered on 06 Feb 2026 at 13:30
Signed for by Henry
Single‑parcel consignment, no irregularities
Our warehouse CCTV confirms the correct item was packed and labelled
Delivered to a business loading bay, so the customer likely just wanted to ask where it was left, as they may not know the people who signed for it
Customer didn’t allege loss, theft or wrong item — they simply asked if we “knew where it was”
Courier and distributor investigations were still ongoing when the A‑Z was granted
Amazon’s decision:
“You provided sufficient information that proves the order was actually received… claim will not affect ODR.”
Despite that, the refund was still taken from our account.
If delivery was proven, why is the claim seller‑funded?
Could a moderator please review or escalate this decision?
We can provide all evidence (CCTV, DHL logs, distributor notes, customer messages).
A‑Z Granted Seller‑Funded Despite Proven Delivery which Amazon agreed with – Requesting Review
Order ID: 203‑0667452‑1847543
Hi all,
Looking for moderator guidance on an A‑Z that was granted seller‑funded, even though Amazon confirmed we provided sufficient proof of delivery and therefore did not count it against our ODR.
Facts:
DHL shows delivered on 06 Feb 2026 at 13:30
Signed for by Henry
Single‑parcel consignment, no irregularities
Our warehouse CCTV confirms the correct item was packed and labelled
Delivered to a business loading bay, so the customer likely just wanted to ask where it was left, as they may not know the people who signed for it
Customer didn’t allege loss, theft or wrong item — they simply asked if we “knew where it was”
Courier and distributor investigations were still ongoing when the A‑Z was granted
Amazon’s decision:
“You provided sufficient information that proves the order was actually received… claim will not affect ODR.”
Despite that, the refund was still taken from our account.
If delivery was proven, why is the claim seller‑funded?
Could a moderator please review or escalate this decision?
We can provide all evidence (CCTV, DHL logs, distributor notes, customer messages).
6 replies
Kam_Amazon
Hey there, @Seller_Xo6wnH1oJIBca, thanks for your patience while we look into this. We've conducted an initial investigation into your case, and one piece of information that may help move things forward is a signed proof of delivery document for the order in question. If you're able to obtain that, please submit it through your appeal in Seller Central or share it here and we'll take a look.
Seller_Xo6wnH1oJIBca
Hi Kam,
Thanks for looking into this further.
Whilst DHL do not capture a signed proof of delivery document they do note the receiver name (Henry in this case) and provide photographic evidence.
The DHL delivery photo shows the parcel being handed over inside the recipient’s warehouse, with large plywood sheets stored in the background. This is entirely consistent with the customer’s business premises and matches what is publicly visible from their location on Google Maps (open‑access Street View of their warehouse interior). This confirms the courier delivered the parcel inside the correct business environment, not to an unrelated address.
This is combined with:
DHL’s confirmation of successful delivery
The receiving party name (“Henry”)
Timestamped proof of delivery
Amazon’s own confirmation that our evidence proves the order was received
See below the order being picked in the warehouse and the same box being delivered with plywood in the background. The next image shows the Google Maps, publicly available image of the business premises, again with a lot of plywood in the background.
Seller_Xo6wnH1oJIBca
Hi Kam.
Apologies for chasing but are you able to help with this one pelase? Thanks!
Seller_Xo6wnH1oJIBca
Hi @Kam_Amazon
Apologies for chasing again but are you able to help with this one please? Thanks!
Josh_Amazon
Hello @Seller_Xo6wnH1oJIBca,
I understand the situation with order 203-0667452-1847543.
While Amazon acknowledged that you provided sufficient proof of delivery to avoid ODR impact, the A-to-Z claim was still granted in the buyer's favor. For an A-to-Z claim to be fully reversed (including the refund), the appeal requires a valid Proof of Delivery (POD) with the buyer's signature.
Based on your description, you mentioned DHL delivery confirmation and that it was signed for by "Henry" at a business loading bay, but you haven't shared the actual POD document with the buyer's signature. To strengthen your appeal, please provide the POD showing the buyer's signature from DHL. This is the key evidence needed for a full reversal of the claim.
Kind regards,
-Josh
