Subject: Assistance Required for Reimbursement on A-to-Z Claim

Hi All,

Could someone advise on how to get reimbursed for an order refunded by Amazon after a buyer filed an A-to-Z claim? The parcel was delivered after the buyer received the refund.

We appealed the decision but received an automated response stating the appeal was denied. Despite sending two follow-up emails to customer, we haven't received a response. We also emailed the Managing Director's office and received a reply stating the email was received and will be reviewed in 2-3 days.

This situation has left us out of pocket, even though the delivery photo clearly shows the parcel being handed over to someone at the buyer’s address with an open door. Unfortunately, Amazon seems unwilling to acknowledge this evidence.

Any help or advice on resolving this issue would be greatly appreciated.

Thank you,

Adam

I have had an A-Z on 204-4680612-1853125

92 days after the order was placed the buyer claimed non delivery. The buyer did not contact as about this order prior to raising the A-Z.

Amazon policy https://sellercentral.amazon.co.uk/help/hub/reference/G27951 states

Customers must first contact you and give you an opportunity to resolve their issue, except in certain situations identified below in the “Instant customer refunds” section. Customers are not otherwise eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first.

Appeal has been denied.

The order was sent fully tracked and delivery was within the delivery time window.

The buyer did contact us about another order on the same day which we refunded voluntarily about 2 months ago as there was no tracking to confirm receipt.

The A-Z should have been denied as there was no prior contact as per the policy.

This issue with a buyer being able to raise an A-Z when a message has been sent about another order has been happening for years. This buyer has another order placed 2 weeks ago so I am assuming he can raise another A-Z for that as well now!

Could a Mod possibly look at this @Seller_XUNeUuvrQDpgP@Seller_ZyGdB49sb7An4@Seller_j9Bd91CW3ZVpr@Seller_z3k8APxGfbQEK@Seller_Huz6FT08OxHAR

Just wondering if anybody else has any experience this this type of this, as it seems as though Amazon are rewarding buyers that open fraudulent A-Z claims, with immunity from Safe-T claims. Details below.

We had a buyer open an A-Z claim, stating they didn't receive their order. We had valid tracking plus a signature showing delivery weeks earlier. We added this to the A-Z claim and the buyer's claim was denied.

A few days later, the buyer started a return, claiming the item was damaged. This is the same item they claimed they hadn't received.

Now the buyer has returned a completely different item back to us, something that is worthless, and due to the return tracking Amazon have issued the buyer a full refund.

I have since tried to open a Safe-T claim for the return, but when I've tried to do this, we get the following message "Orders with an A-to-z claim are not eligible to file claim ."

So we are unable to open a Safe-T claim against this fraudulent buyer, because they opened a fraudulent A-Z claim, which was denied.

The means then, that if a buyer opens a fraudulent A-Z claim which is then denied by Amazon, this only serves to guarantee they can return whatever they like and receive a full refund as the seller isn't able to open a Safe-T claim. Buyers that open A-Z claims which are denied, should not be protected indefinitely from Safe-T claims.

I have contacted support, who have told me to file a Safe-T claim. I told them this was not possible, and they've asked for a screenshot showing the "Orders with an A-to-z claim are not eligible to file claim " message, which I have provided. Yet to receive any further response.