A-to-Z claim opened AFTER full refund, delivered early, customer confirms stolen after delivery and GOT ODR
YES YOU READ RIGHT GOT A TO Z AND ODR AFTER I REFUNDED I GUESS ITS A FIRST. THERE IS ZERO RULES OR POLICY WHEN AMAZON SEES THE PUNNISH SELLERS.
I am asking for moderator assistance, because this A-to-Z claim should never have existed and is damaging my ODR unfairly.
Order ID: 206-9326319-8547518
Courier: Evri
Estimated delivery: 9 December 2025
Actual delivery: 8 December 2025 (EARLY)
Proof: Courier photo + GPS confirmation
Facts (no opinion, only evidence)
• The parcel was delivered one day earlier than the estimated delivery date
• Evri provided delivery photo and GPS confirmation
• The customer later stated the parcel was stolen after delivery
• This is not “not received”, it is post-delivery theft
The customer literally confirms this in writing.
Critical issue
Despite all of the above, Amazon Customer Service instructed me to refund, which I did in full on 10 December.
AFTER I refunded, Amazon systems allowed the customer to open an A-to-Z Guarantee claim anyway.
This should not happen.
Amazon policy is clear that A-to-Z claims are not valid once a seller has already refunded the order.
Yet:
• The claim was opened
• The claim was closed as “refunded by seller”
• A defect was still applied to my ODR
This makes sellers look like a freebies shop with unlimited stock, where customers get:
Delivery
Theft after delivery
Refund
A-to-Z claim on top
And sellers pay twice.
Why this is wrong
• Delivered early, not late
• Confirmed delivery with photo + GPS
• Customer admits stolen after delivery
• Full refund issued before A-to-Z
• No seller fault, no breach, no delay
This is purely an Amazon process failure, not seller performance.
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon
@Danny_Amazon @Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
A-to-Z claim opened AFTER full refund, delivered early, customer confirms stolen after delivery and GOT ODR
YES YOU READ RIGHT GOT A TO Z AND ODR AFTER I REFUNDED I GUESS ITS A FIRST. THERE IS ZERO RULES OR POLICY WHEN AMAZON SEES THE PUNNISH SELLERS.
I am asking for moderator assistance, because this A-to-Z claim should never have existed and is damaging my ODR unfairly.
Order ID: 206-9326319-8547518
Courier: Evri
Estimated delivery: 9 December 2025
Actual delivery: 8 December 2025 (EARLY)
Proof: Courier photo + GPS confirmation
Facts (no opinion, only evidence)
• The parcel was delivered one day earlier than the estimated delivery date
• Evri provided delivery photo and GPS confirmation
• The customer later stated the parcel was stolen after delivery
• This is not “not received”, it is post-delivery theft
The customer literally confirms this in writing.
Critical issue
Despite all of the above, Amazon Customer Service instructed me to refund, which I did in full on 10 December.
AFTER I refunded, Amazon systems allowed the customer to open an A-to-Z Guarantee claim anyway.
This should not happen.
Amazon policy is clear that A-to-Z claims are not valid once a seller has already refunded the order.
Yet:
• The claim was opened
• The claim was closed as “refunded by seller”
• A defect was still applied to my ODR
This makes sellers look like a freebies shop with unlimited stock, where customers get:
Delivery
Theft after delivery
Refund
A-to-Z claim on top
And sellers pay twice.
Why this is wrong
• Delivered early, not late
• Confirmed delivery with photo + GPS
• Customer admits stolen after delivery
• Full refund issued before A-to-Z
• No seller fault, no breach, no delay
This is purely an Amazon process failure, not seller performance.
@Roberto_Amazon @Angie_Amazon @Spencer_Amazon @JiAlex_Amazon @TaylorR_Amazon
@Danny_Amazon @Kai_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Abella_Amazon @Ange_Amazon @Sakura_Amazon__ @Sakura_Amazon_
7 replies
Seller_IQo80d99W2DzP
Was the A-Z Claim made before Amazon processed the refund?
(so before they emailed you the refund details?)
Who told you to refund?
(Amazon CS)
Raised a claim with Evri?
Value of the item?
Who stole the item, the Buyer, or Evri left in a so-called 'Safe Place' to get stolen?
Was Buy Shipping used?
Seller_6HXPDZ2n6YG3n
Thank you for your question. This case is primarily for moderators.
I am a long-time seller and I am fully familiar with the rules, but I appreciate the effort to clarify them. I am responding here so other sellers can clearly understand how the policy is supposed to work.
I refunded the customer before the A-to-Z team became involved, as I knew a refund would be issued regardless. The customer confirmed that the delivery photo shows their property, but the parcel was stolen. In this situation, neither the customer nor Evri can be blamed.
After I issued the refund, Amazon automatically refunded the VAT portion to the customer within that timeframe. Despite this, the A-to-Z team jump between process and opened a claim. Opening and processing an A-to-Z claim when a refund has already been completed is against Amazon policy.
Unfortunately, this is not an isolated incident, and many sellers are aware that this department frequently fails to follow its own guidelines. This team clearly requires proper training and stronger internal controls, as these repeated policy breaches directly harm compliant sellers.
What you see here only VAT portion because refund already done by me
Order ID: 206-9326319-8547518
Product amount: GBP 8.29
Claim date: 10 December 2025
Seller_6HXPDZ2n6YG3n
This case has been resolved and the ODR has been removed.
Where were our moderators while this issue was ongoing
Josh_Amazon
Hello @Seller_6HXPDZ2n6YG3n,
Thank you for confirming that your issue has been resolved and the ODR has been removed.
I apologize for the time it took to receive a response from a moderator. Although it can take some time to address all cases in the forums, we do our best to assist our sellers. If you need further help in the future, please feel free to reach out.
Kind regards,
-Josh
Seller_6HXPDZ2n6YG3n
Hi Josh please have a look this i suffer multiple wrong decision and loosing money here
Thank You
https://sellercentral.amazon.co.uk/seller-forums/discussions/t/ba1f11bb-3d2d-42a1-8b91-f27fa2baf3c6?postId=ba1f11bb-3d2d-42a1-8b91-f27fa2baf3c6
Josh_Amazon
Hello @Seller_6HXPDZ2n6YG3n,
I understand the situation you are experiencing with this thread. Unfortunately, this case is being handled by a different Community Manager on the original thread, and I'm unable to intervene there. Please continue working with the assigned moderator on that discussion.
Kind regards,
-Josh
Seller_6HXPDZ2n6YG3n
Hi @Josh_Amazonwho you referring? All this appeal already done few times i had a solid evidence they not checking tracking numbers or customer messages well otherwise none of them gave ODR . Who ever looking they are not PROFESSIONAL
