Dear Amazon Team & Seller Community,
We need urgent clarification on Amazon’s policy regarding A-Z claims for packages stolen AFTER confirmed delivery. Here are the facts of our case:
Order Fulfillment:
Order ID: 113-3705312-7797828
Case ID : 17484914761
Shipped 3 packages via tracked carrier, delivered on time
Carrier confirmation shows packages were left at doorstep (per customer’s default instructions)
Customer Claim:
Buyer reported packages "not found" upon returning home (suspected theft)
We voluntarily offered replacement IF police report was provided
Buyer filed A-Z claim immediately after submitting report
Unfair Penalization:
Amazon granted full refund despite our:
✅ Valid Proof of Delivery
✅ Good-faith replacement offer
✅ Buyer’s admission of potential theft (not merchant error)
Order unfairly counted against ODR
Key Issues Requiring Resolution:
Policy Violation: Amazon’s A-Z Guarantee states sellers aren’t liable for theft after delivery (Condition #3). Why was this claim approved?
Double Loss: We’re penalized for:
Product cost (refunded without reimbursement)
Account health (ODR impact)
Dangerous Precedent: Holding sellers responsible for post-delivery theft:
Contradicts Amazon’s own policies
Encourages fraudulent "item not received" claims
Demanded Actions:
🔹 Reverse the ODR impact immediately
🔹 Reimburse the refund amount per Amazon’s theft protection policy
🔹 Clarify how sellers should handle verified porch piracy cases
This isn’t just about one order - it’s about protecting all sellers from being punished for criminal acts beyond our control. We await your prompt resolution.
Sincerely,
@Seller_FJwyF3iu5qxUY @Seller_1KYLYkgAlu4xX @Seller_s3amN64nZ4y9V @Seller_RsATYbG9XP0HP @Seller_ovM5p622oIbGp @Seller_RsATYbG9XP0HP @Seller_t9kvdr2yixQej @Seller_khUF6HPR2AHxu @Seller_nS0jcFQNDLG3e@Seller_khUF6HPR2AHxu @Seller_vtQxROP6UNr1O @Seller_l3eCP9f1PtJXC
