I’ve reached breaking point and I’m posting this publicly because I’ve followed every process Amazon laid out and have gotten nowhere.
Here’s what happened:
- A customer placed an order and later filed an A-to-Z Guarantee claim, saying they never received the item.
- I reached out to them - multiple times - and found out they missed the first two delivery attempts, but the item was delivered on the third attempt.
- I have proof of delivery from UPS, one of the most reliable couriers out there. It shows date, time, location, everything. The order was clearly delivered to the correct address.
- Despite all of that, Amazon still granted the refund under the A-to-Z claim.
- I appealed. Rejected. No explanation.
- I contacted Seller Support - and all they did was send it back to the same Claims team. A full circle of uselessness.
What more am I supposed to do as a seller?
I fulfilled the order, the item was delivered, I provided solid proof from a trusted courier - yet Amazon sides with the buyer who just says “I didn’t get it.” This is a broken system. If customers can simply claim non-receipt and get refunded, even when there's clear delivery confirmation, then we’re not running a marketplace - we’re running a free giveaway service. This isn’t just unfair - it’s enabling fraud. It’s Amazon rewarding dishonest behaviour and penalising sellers who do everything right.
I’m demanding Amazon explain:
- Why was the claim approved when I had clear delivery proof?
- What is the actual point of using tracked and signed-for delivery if Amazon doesn’t even consider it?
- How are sellers supposed to protect themselves when the appeals process is completely opaque and clearly biased?
This is outrageous. I’ve lost money, time, and trust in this platform. If sellers can’t rely on Amazon to protect them when we follow the rules, what are we even doing here?
