Subject: £1100 A-to-Z Claim Upheld Despite Proof of Delivery – Advice Needed (GPS, Signature, Image all confirm delivery)
Hi all,
Looking for advice after Amazon upheld an A-to-Z claim on an order we definitely delivered.
Order ID: 205-8157695-5685131
Courier: DX Freight | Tracking: L3940815
Customer claimed non-receipt. DX tracking wrongly shows 0 of 5 items delivered, but we have:
Signature from customer (CUSTOMERS NAME)
Photo showing parcel at the correct address (CUSTOMERS BUSINESS)
GPS confirming delivery at the right location (CORRECT GPS)
DX email confirming the delivery was signed for and that they cannot update tracking once signed
Amazon still ruled in the customer’s favour, likely just going off the tracking status.
We’ve appealed with all evidence but don’t expect much. Has anyone had success pushing back when there’s clear proof of delivery but incorrect tracking?
Any tips appreciated – it’s frustrating losing out when we’ve done everything right.
Thanks,
PartsGuys
23 replies
Seller_8OVvPzBgjK8jA
I have tried to upload the image proof but Amazon is not letting me. Sorry :(
Seller_76AUwmqvSyRIM
First, email managingdirector@amazon.co.uk with full details in clear and concise language.
If no luck, without hesitation, begin Small Claims Court action against Amazon. It's easy and cheap. You will win and get the legal costs and your own management time costs back (make sure you include a reasonable cost for this in the claim).
Good luck. Keep us updated.
Seller_8rbo7OO1nNrdt
I wouldnt bother trying with amazon, you will lose sleep over something they do not care about and will not help.
The whole amazon system is corrupt.
I suggest for £1100 you get in your car and knock on the door and deal with it that way
Seller_BdLVIYKW3MFbe
I've tried providing delivery photos (pictures of the delivery person personally handing the product to the customer), and if the customer files a claim, Amazon will also determine that the customer did not receive the product and refund the money
Seller_voW9gFQs6cI1A
you small claims court claim against the buyer after letter of action.
Seller_76AUwmqvSyRIM
There was a time, I believe, that Amazon's T&Cs stated that sellers could not take customers to court so anybody that did so risked closure of their account. I also believe that this condition has been removed from the T&Cs so sellers are able to take customers to court without fear of repercussion.
However, Amazon are the ones that decide the A-to-Z claims so I believe that they are responsible. Amazon are free to pursue the customer if they so wish.
I have no legal experience other than taking Amazon to court several times and winning every time. Treat my advice, and anyone else on the forum, with caution.
do not listen to anyone that says take amazon to small claims as they clearly never have or had any actual legal advice
Seller_K8edOfPu9HEmN
I genuinely feel for you with this and I'm in the same mind as House of Aquatics, for that amount I'd go banging on a few doors making sure I'd got some back up with me. We stopped selling anything over £75 on Amazon a while back it's just not worth the risk
Seller_qjPjvwmMvJ7tV
welcome to the scammers den, "take it on the chin" is the only T&C's
Seller_5Fj2o8PaKmPyy
It’s becoming increasingly difficult when claims of “item not received” are automatically refunded—regardless of whether valid tracking and proof of delivery are provided. As sellers, we invest in inventory, shipping, and customer service, only to be left without protection when false claims are made.
What’s more frustrating is that even with delivery evidence, refunds still go through, and negative reviews stay in place. This not only results in financial loss but also damages seller reputation. There seems to be no practical support from customer service either—everything points to a system that favors the buyer, even when they may be abusing the process.
Unfortunately, Amazon’s current policy gives customers the ability to exploit the system without consequences. Other platforms do a much better job of safeguarding sellers when valid documentation is submitted.
Until Amazon addresses this imbalance, it’s hard not to feel discouraged as a seller who consistently plays by the rules.
Seller_4IAZXv8J92pm3
Ive recently had this happen for a £500 order.
Customer confirmed in messages they had the order then unknowing that the product was already in the shed the wife got involved and raised an AtoZ saying not delivered.
I had written in communication the order had been recieved and the wife saying she got it wrong plus delivery confirmation from TNT/FedEx and Amazon still sided with them and refunded and I got the defect.
I appealed this and they removed the defect but upheld the refund.
Luckily an email to the customer saying we need to sort repayment due to Amazons error or I may have to persue further the customer co-operated and we sorted everything out.
Like others have said, dont hold your breath with Amazon but maybe try and reach out to the customer and they will be understanding.
Good luck.
