No response from the Managing Director UK
Hello,
I’m hoping someone can assist me and provide some clarity. Recently, a buyer initiated an A-Z claim against me, stating that the item they ordered did not arrive. However, I had a valid tracking number that clearly showed the item was still in transit with Royal Mail. Despite providing proof of delivery and appealing the decision, the claim was initially withdrawn and closed. But here’s the frustrating part: Amazon still issued a full refund of £119.99 to the buyer without requiring him to return the item. It wasn’t even a returnless refund.
I’ve reached out to Seller Support multiple times, requesting reimbursement for the order. However, instead of refunding me, they charged my card to cover the refund. To make matters worse, a week later on 6th July, the A-Z claim status was changed from Closed to Granted, without any explanation. During this time, I sent three emails to the Managing Director at amazon.co.uk, but unfortunately, I haven’t received a response so far—though I did receive an automated acknowledgement.
This unfair and poor decision regarding the A-Z claim has put my account at risk of deactivation, and I’m now out of pocket. I’ve spent numerous hours with Seller Support and have written several emails to the Managing Director, all to no avail.
It seems as though Amazon has become a harsh platform that treats small sellers with contempt and provides no protection whatsoever. I also tried the Safe-T Claim option, but it indicated that my order was not eligible. Please note that this was a seller-fulfilled order.
I’ve contacted my card company, providing them with all the necessary details. However, even if they manage to recover my funds, I fear that Amazon will haunt me for the money or suspend my account, even though I am not at fault.
Could someone please advise me on how to escalate this matter to a higher team to ensure a fair and just decision is made and to have this unjust A-Z claim removed from my account?
Thank you for your assistance.
0 replies
Seller_esvgLzKXw2YAl
What was the actual response that you got from the MD?
Just that it would be forwarded on to the concerned team?
Multiple emails to that address, don’t work.
So your next port of call, if you want to go further, is to take legal action against Amazon.
Just use small claims.
Do not take action against the customer though, that can put you into more trouble.
Seller_7VbclcPFFRTnc
If it was delivered late, amazon still grant a-zs in buyers favour
Seller_TxV4hVtGzR60Z
I had the exact same thing happen to me in Canada on amazon.ca. The item was delivered, the customer even admitted via a note to me that items have been stolen from her door before, yet Amazon granted the claim and refunded the customer $90! I have disputed the claim and sent all supporting documents showing it was delivered yet am constantly told by Seller Support that they cant do anything, and I have to wait for claims to respond. Its been over a month without a single response despite many follow ups. Sadly this is how Amazon work, they dont really care about their sellers and its going to come back to bite them as other websites are popping up that are far more supportive of their sellers. Amazon have grown too big and are only about making money.
I phoned Amazon Head Office in Seattle and was told to send a letter to them.
Worldwide Operations Department
PO Box 81226
Seattle
Washington
98108
Seller_XLRct2fNrcwok
Welcome to the Crazy and unfair world of Amazon , unfortunately you have to accept what they say or
don’t sell on Amazon !! your choice
Seller_pVyWRIimrIfUS
Yet another example of how Amazon treat the small seller. Unfortunately as someone else said on here either suck it and get on selling or stop selling on Amazon altogether!
Seller_Os67PY31fGZMk
Your best option is small claim court, they always pay when you have a good claim.
Seller_5ljMHkAO7cKfJ
Guy’s don’t forget to complete the survey in which Amazon is asking about their treatment of small sellers fairly, I am sure everyone will hit Completely agreed, lol
Seller_jaECobhw4YVeF
Please try opening a lost parcel complaint with royal mail as even if the parcel states delivered by royal mail and the customer states not received , you can still claim with royal mail for lost parcel.
Seller_ixz1lZ3QOcOJa
You just need to build losses into your margins and stop wasting further time pursuing this.
Seller_g9A9pMrqcDqa1
This thread may help in particular PlanB’s comments about the mediation service A to z costing over 100k a year on delivered items - Sell on Amazon / General Selling on Amazon Questions - Amazon Seller Forums
