Countries
Read only
Fraudulent Buyer Returns & Inability to File Safe-T Claims
Dear Amazon Seller Support,
I am experiencing significant issues with fraudulent buyer returns and the inability to dispute them. We have multiple cases where buyers return incorrect or damaged items—or even empty boxes—yet Amazon's auto-refund at first scanpolicy prevents us from taking any action.
When these buyers subsequently file an A-to-Z Claim, it is automatically closed since Amazon has already issued the refund. As a result, we are unable to submit a Safe-T Claim to dispute the fraudulent return.
Every time I contact Seller Support, I am repeatedly advised to appeal the A-to-Z Claim. However, this results in an automated response stating:
"Hello,Thank you for refunding the following order:— Order number: 204-1691290-9281166— Date of claim: 20 February 2025— Refund amount: £396.71We will not include the claim in your order defect rate (ODR) and performance metrics."
Additionally, when I attempt to file a Safe-T Claim, I receive the following error: "Orders with an A-to-Z Claim are not eligible to file a claim (you have the ability to appeal an A-to-Z Guarantee claim)."
I kindly request immediate assistance in addressing the following fraudulent returns:
Order: 204-1691290-9281166 – Buyer returned an incorrect item, Amazon auto-refunded, resulting in a loss of £400.Order: 204-7802235-9211553 – Buyer returned an empty box, Amazon auto-refunded, resulting in a loss of £400.
As a small business, we rely on fair and transparent return policies to operate sustainably. Allowing fraudulent returns without a way to dispute them is extremely damaging. Please escalate this matter and provide a resolution that prevents further losses due to fraudulent buyer activity.I appreciate your prompt attention to this issue.
15 replies
Seller_ZVAz3d5lZuGid
As I have said many times before in replies, this is NOT Seller Support - we are all just other sellers and cannot action any of the things you are asking. The only way this post will be seen by anyone from Amazon will be by tagging in some forum moderators, and even then their powers are very limited, and they usually just forward on to the correct department. You would need to open a case with Seller Support (Help - top right) and quote the case ID.
The whole A-z system is not fit for purpose and is far too easily abused by customers, especially if you sell high value items, as it appears you do. I do despair for you and others in the same situation - the system needs to be changed.
I will tag in one of the mods @Julia_Amazon as she does seem to be one of the more knowledgeable ones !!
Seller_bg5WJoJ7Hbq80
Adding amazon Moderators to try and get advice on this:
@Spencer @Julia_ @Ezra @Maja_ @Julia_ @Winston_ @Ash_ @Sakura_Am @Abella @Ange_ @JiAlex
Seller_znTeHti2qvorY
It is horrible to hear about your experiences and I feel your pain.
We have had several buyers who lie and commit fraud as well and we have the proof.
I don't know whose behaviour is worse. the fact the buyer is committing these acts or the fact Amazon ignores what is going on and leaves the BOT to reply "We under your position but we stand by our decision"
As for Amazon customer services for the BUYER, they are on a completely different wavelength to Seller Support, not that Seller Support is effective in quelling and resolving the situation.
Seller_CszMeLyCnKpeE
Ive got one going on right now and its driving me nuts
18 appeals, 3 phone calls, about 10 chat bot sessions
Constantly ending up with the same result... "we uphold our decision"
Its disgusting!
Is it getting worse?
Never had one this bad
Seller_OC4AKQTpHwKwL
I recently purchased a car wheel brush, Feb 02 / 25 I received a hair brush. I contacted Amazon & was told to return the item, which I did. I received an email about 2 weeks later to say my refund was on the way, but there had been a delay - no explanation! Friday 07 03 I ended up speaking to a CS, he said he was sorry that I hadn't been refunded yet, he said "we were in a busy period then", I told him that we sold on Amazon & everything returned to us was refunded on 1st scan. His reply "it is different for 3rd party sellers, you purchased from Amazon direct". I told him as politely as I could that if I didn't get a refund with in 12 hours I would report Amazon to Amex. He said that he had authorised my refund, bbbuuuuttttt it could be 7 working days before I had my money. How can this be fair? This really made me feel sick, they really are sh*ts
Seller_znTeHti2qvorY
I get it, and to be quite honest if I let it effect me it makes me feel quite stressed mentally.
What I truly do not understand with all the evidence clearly showing that the buyer is deceiving us that the A-Z department does not read the facts.
what is at an all-time low I feel is the effectiveness of SELLER SUPPORT,
There is a film I recall which is titled "Lost in Translation" This to me sums up the situation perfectly.
Seller_CszMeLyCnKpeE
Yeah. Deliberately lost in translation
It seems like it must be to me. Getting passed between the support team to the A-Z team, ive even received messages from a leadership team but the same case thread now just seems to have been answered but the standard 'support' team again
Deliberately tiring it seems to make sellers just give up on a fair shake, case to case
Iam not going to leave here because its a good platform for me but its worrying that a company this big just throws fairness out of the window for sellers, giving buyers the chance to easily hide behind sellers policies and commit fraud
I agree it can stress, especially when it first happens
On it goes :)
Seller_JVJDs602sSf6a
Try to open a case and insist them to forward it at A to Z dpt, every time you received an automated response.
After one or two attempts the case will be transfered.
Julia_Amzn
Hello @Seller_bg5WJoJ7Hbq80, I apologize for the delayed response. Is there any progress on your case? Can you share the latest updates?
Thank you, Julia.
Similar Discussions
