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The bad order 171-6848946-7873154 in amazon.es
Serious Concerns Regarding Unfair Treatment by Amazon Seller Support
Dear Amazon Community,
I am writing to share a deeply concerning experience I have had with Amazon.es Seller Center, which highlights significant issues with Amazon’s dispute resolution process and its treatment of third-party sellers.
The Situation
1. A customer falsely claimed that she did not receive the item I shipped.
2. I provided clear and irrefutable proof of delivery, including:
- Tracking information from DHL Business Portal (the carrier used for shipping from Germany).
- Tracking information from the Spanish postal service (Correos) showing successful delivery to the customer’s letterbox.
3. Despite this evidence, the customer requested a refund, and Amazon approved the refund without any apparent consideration of the proof I provided.
Appeal and Denial
- I filed some appeals, expecting Amazon to review the tracking evidence and resolve the matter fairly.
- However, my appeals were denied without any request for additional proof or explanation. This lack of transparency and due process is unacceptable.
Why This Matters
This case is not just about one unfair decision—it reflects a broader issue that could harm all third-party sellers on Amazon’s platform:
- Lack of Fairness: Amazon’s decision to side with the customer without proper investigation undermines the trust and confidence of sellers.
- Lack of Transparency: The rejection of my appeal without clear reasons violates the principles of fairness and accountability that Amazon claims to uphold.
- Systemic Impact: If Amazon routinely ignores seller-provided evidence and sides with customers without justification, this sets a dangerous precedent that could lead to widespread abuse and mistreatment of sellers.
I urge Amazon to:
1. Review this case thoroughly, taking into account the tracking evidence I provided.
2. Provide a clear and detailed explanation for the refund decision and the denial of my appeal.
3. Improve its dispute resolution process to ensure fairness, transparency, and equal treatment for both sellers and customers.
To my fellow sellers in the Amazon community, I encourage you to share your own experiences and stand together to demand better treatment from Amazon. If we do not hold Amazon accountable, such practices will continue to harm not only individual sellers but also the integrity of the platform as a whole.
Thank you for your attention, and I hope Amazon takes immediate steps to address this issue.
Sincerely,
9 replies
Ka_Amazon
Hello @Seller_Wcj9oXkDTARSI,
My name is Ka, I hope you are doing great.
I understand that you have a concern about the order mentioned and the not received A-to-Z claim.
I was checking all the information about your case, and it seems that the proof you provided doesn't show the shipping date or the first scan from the original carrier (Germany carrier). Our A-to-Z claim needs to verify that all the dates were fulfilled correctly, including the ship by date. If your package was shipped late, it is probably the reason your appeal was denied. Also, the tracking information was entered with spaces between letters, this will affect the system to read the tracking information correctly and may alert the buyer that the package may be lost.
If you can contact your original carrier and obtain a certificate or proof of the shipment where it shows the first scan from the Germany carrier. It will be a great evidence to have in order to escalate your case to our specialized team for a more detailed review.
Let me know if you can get more information and evidential documentation about the shipment. If you have, let me know so I can create a case for you to submit it to me internally. Do not post any information that shows any confidential or personal data in the forums.
Best regards, Ka
Seller_Wcj9oXkDTARSI
I appreciate your reply, which was unexpected, as I have sent numerous inquiries to Amazon Seller Support and have also filed multiple appeals, all of which were rejected without any explained reason.
Regarding the case in question, the customer lied without any remorse about not receiving the order. Here are the details:
- The order was sent to her home letterbox on January 27, 2025, at 10:28 AM.
- She falsely accused me of not delivering the order on January 27, 2025, at 21:23 through an Amazon message. Additionally, she insulted me several times and continued to demand the order without any remorse in the days that followed.
- I immediately explained the situation to her on January 28, 2025, at 11:11 AM and then provided proof that the order was delivered.
- Despite my explanation, she persisted in her demands and subsequently received a refund. This behavior clearly indicates an intention to abuse Amazon's policies to commit fraud, and unfortunately, Amazon's decision has facilitated her deception.
In this case, I have not only explained the delivery to the customer but also opened a ticket with Seller Support to warn about her actions. Despite this, Amazon still granted her a refund. More concerning is that when I sought support, I received no proper response, and the case I appealed was rejected without a clear reason. This raises significant concerns about the transparency and fairness of Amazon's policy.
The damage I have incurred includes the cost of the item, shipping, and the refund. Additionally, I have developed serious doubts about Amazon. As a seller and your customer, I am left questioning how Amazon treats its sellers and customers.
Lastly, regarding the explanation that I sent the item late:
- She placed the order on Saturday, January 18, 2025, at 16:37 PM.
- I dispatched the item on Monday, January 20, 2025.
- The expected delivery date was January 29, 2025, and the actual delivery was on January 27, 2025.
Hence, I find the above explanation provided for my case unreasonable.
I look forward to receiving a reply and a clear resolution to this matter.
Sincerly
Ka_Amazon
Hello @Seller_Wcj9oXkDTARSI,
Thanks for your reply, details and explanation.
I want to help you resolve this A-to-Z claim appeal, so let me explain exactly what's happening and what we need.
The main issue is that we require stronger proof of both shipping and delivery than what's currently provided. Think of it like a court case - we require evidence that anyone can verify independently. Here's what's currently missing:
For the shipping proof:
- Right now, we can't see when the package was first scanned in Germany
- While you can see this in your business account, we need a public tracking link that anyone can check
- This is important because it proves you shipped within the promised timeframe
For the delivery proof:
- Even though the tracking shows delivery, for A-to-Z claims we need more detailed proof
- We need an official document from the carrier showing: • Who received the package (their name) • Their signature • Their ID • The exact delivery time
I know this might seem like a lot, but these requirements help protect both sellers and buyers. The good news is that if you can get these documents from your carrier, we can have your case reviewed again. For more information, please check this help page.
Please let me know if you have further concerns or questions.
Regards, Ka
Seller_Wcj9oXkDTARSI
Hello @Ka_Amazon,
Thank you for your response.
Regarding your point that shipping proof is important to confirm that I shipped within the promised timeframe, my handling time for this item is up to 5 days (you/Seller Support/Amazon can check it). However, on the 3rd day from the shipping date shown in my proof, the item was already in Spain, which clearly shows that the shipping timeframe should not be in question.
As for your comment about "a public tracking link that anyone can check," in my view, whether the proof is publicly accessible or not should not be the issue. The proof should be accepted as valid when it demonstrates that the seller has fulfilled their responsibility. In fact, after this situation, I believe delivery proof should not necessarily be publicly accessible. The situation is clear: one party claims they didn’t receive the item (then get both item and refund), while the other claims that the item was delivered, but there is a proof provided by a neutral logistics company, Spanish Post/Deutsche Post, which are both well-known and reputable companies.
Based on your response, does this imply that tracking information from Spanish Post/ Deutsche Post is unreliable? Additionally, I am uncertain whether Amazon requires deliveries to Spain to include a signature for proof of delivery. Is there any official documentation that specifies whether sellers are required to use a signature service to confirm successful delivery? I wasn’t aware of this requirement, and if it is necessary, shouldn’t there be a warning or guideline provided? It honestly feels like the goal is not to determine whether the customer's complaint is valid to get the refund, but rather to shift the responsibility onto seller, so the outcome works in your favor.
Otherwise, when the information for the third party is really unreliable, there should be a clear explanation from Amazon regarding the decision, along with an obvious reason or guide for any additional proof (if needed).
Lastly, would using FBA help make resolving such issues easier?
Thank you in advance for your clarification.
Regards,
Seller_Wcj9oXkDTARSI
Hi @Ka_Amazon
I am still looking forward to you reply. In addition, an official document from the carrier could be provided for this case.
Best regards
Ka_Amazon
Hello @Seller_Wcj9oXkDTARSI,
Thank you for your response.
I've created the case ending in 39512. Please attach any official and original documentation or evidence provided by your carrier partners.
I will escalate it with the new evidence for the team to re-review it again.
Thank you, Ka
Ka_Amazon
Hello @Seller_Wcj9oXkDTARSI,
I hope you are doing great.
Our A-to-Z department responded to our escalation and stated that it is required to have signature confirmation for the orders and shipments and on any proof of delivery.
I regret to inform you that the team will uphold the original decision and the claim will not be reverted.
I'm sorry we couldn't assist you on this specific concern this time.
Regards, Ka
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