Buyer refunded even though tracked and proven delivery
A buyer raised an A-Z on an item which I proved was delivered 2 days prior with uploaded tracking info. The buyer ignored my responses and the refund claim was still awarded and I got an ODR strike. I have now appealed and waiting for a decision. This is the first time anything like this has happened to me but I am a low volume seller.
If they find against me (which I have a feeling they will having read others experiences) then I am wondering what is the point of selling on Amazon? In my view they will just be aiding and abetting fraud. If a dishonest buyer can simply claim non receipt despite absolute proof of the contrary I will not be hanging around to be defrauded by Amazon any longer.
Anyone else with similar experience?
33 replies
Seller_DROodOAYHftnc
If you search the forum, then yes, many have the same experience.
Seller_pD4k5nUkDbIgP
I has a similar experience after about 2 months on Amazon and like you I thought of giving up. It was enough for the customer to say that they didn’t recognise the person on the photo collecting the parcel to win the case. Everything else was suspicious; it was meant to be a gift for their father, absolutely important as they had saved money for ages, yet they only reported the alleged non delivery nearly a month later. The courier had provided a photo and GPS coordinates but the customer is always right. I am still here though but I have changed my strategy, I only plan to send myself low value items now and move all the more expensive products to FBA. I agree with you though, it shouldn’t be encouraged, it’s basically a kind of legalised shoplifting.
Seller_16EevDf4Axaui
We experienced this a while back, and although we still have active products here, we’re infrequent sellers now on Amazon, largely due to reasons beyond our understanding as we sell our own products in handmade, have very good prices, and receive 100% positive reviews on eBay and our own site, yet Amazon sales died some time ago and we’ve not bothered to revive them or figure how to increase sales simply because of the theft from customers we experienced. It’s a case of sell and make a profit here but put up with the dishonesty from some customers, as long as you are still making decent profit, then it’s up to each individual seller to figure if it’s worth it, you won’t get the better of the customer because Amazon won’t allow it.
Seller_rGtEcZnu0JTRD
Unfortunately courier tracking info is often incorrect, even when they take photo’s - I had over 30 last month with Royal Mail where they had GPS co-ordinates and photo’s, but when challenged and checked by Royal Mail they accepted the details were incorrect and product had been delivered incorrectly. Same situation with DHL on at least 5 last month.
You can often check delivery photo’s using Google Street View to see if it is the correct house, although most photo’s taken do not show enough to verify it.
Not saying that your customer is not trying to defraud you, however always try and check the details, as not all customers are dis-honest and deliveries are not always as they seem with the tracking.
Seller_l9xOLnUrJ0dEJ
Thanks everyone for your helpful responses! I just resell personal items like CDs and DVDs I no longer need. My sales have reduced a lot since they increased the fees anyway so I don’t think I will miss Amazon that much. I’ve been selling here for 17 years so it will be a shame. But if this can happen, if buyers can get my stuff for free despite the fact I have proof of delivery, then there really is no point me staying on this platform. eBay is much better at balancing the rights of buyers and sellers.
Seller_ae51e0CJoHqCX
Every seller will come up with this issue at some point if you do decent volumes. Well documented issues and sadly I don’t think the appeals process is fit for purpose. On appeals you can’t even upload attachments to support your case.
In most cases I back Amazon when it comes to most processes but this is one of those areas where most of their decisions defies all logic.
You maybe successful on appeal as to be fair when you bring it up on a forum before the appeals process has gone through, a few have come back saying all was good. Call me cynical but if you bring it up after the appeals has completed and gone against you, you have no chance.
Come back and let us know how you get on regardless of the outcome, this is one area that I feel Amazon truly need to get to grips with.
Seller_xUKHc5xSYJmI4
Unfortunately this time of the year you will get people exploiting Amazon own policies. Despite collecting all the data they have not put clear processes in place to prevent these types of issues.
These are all the pitfalls on Amazon:-
- Leaving a one star for a none receipt of order without contacting the seller.
- Customer won’t remove the remove even though the seller had refunded the order.
- Customer says they don’t want a refund and then raises an A-Z Claim.
- The customer does not respond to any communications despite marking the order as important so the seller cannot address the issue if any.
- Customer claims the order is damaged and upon receipt from the buyer the seller sees no damage.
6,. Customer alleges the order is defective but won’t return the order for the seller to investigate. - The customer initiates a return request saying its faulty but returns used product.
- Customer provides an inaccurate delivery address no intention buying and then puts in a claim for a none receipt claim.
- Customer won’t collect the order from the post office and then raises an A-Z claim.
- Customer puts an item in the basket but does not go to checkout but wants to hold stock for a competing seller.
There is a lot more…
added a few more
- Buyer waits 4 and half years to tell us change the delivery address.
- Buyer waits two years to say he has received the wrong item.
- Buyer says in the product review the order was defective but won’t let us investigate.
- Buyer says he received the wrong item but is unwilling to return the incorrect item sent.
- Deliberately ordering the wrong size item and then writing a one star review saying it didn’t fit.
- Destroying all the packaging and returning.
- Placing three orders for the same product few hours after one another and then returning them all just to show a high number of returns.
Seller_xUKHc5xSYJmI4
What you will notice many of the claims will be in close proximity and location. Also they age of the claimants will match the age of your competitor because they are likely to know people of the same age.
Seller_s3Cd6G48e2Jq9
You’re not an Amazon seller unless you have experienced this unfairness 
. We had one where the customer collected from the Royal Mail depot as they weren’t home when delivery was attempted and still won the A-Z. Also many with pictures and GPS locations. It’s a numbers game, I’m afraid.
Seller_yE7wQLht2Ut2g
yes multiple times Amazon in the last 2 years accounts for 100% of online theft not one single case on any of my other sales channels.
it has happened twice today alone and one of them is a claim for products sold by another company even though the buyer has stated that the item I sold them arrived 2 weeks ago and his complaint is about 2 products that he bought from another seller Amazon granted the claim and has said I am accountable. How I am being held accountable when the product I sold arrived and another companys goods did not still do not know how I am responsible? maybe a Mod can enlighten me?
I too will not be hanging round too much theft on this site as more and more youtubers let it be known how easy it is to get free goods on here.
Sadly on Amazon know when someone orders from us we are no longer gaurenteed payment we have to hope they will pay but if they want it for free they will get it for free.
Welcome to Amazon where theft is rewarded and the victim of the thief gets punished.
