Hello fellow sellers,
I’ve noticed quite a bit of frustration lately about how Amazon handles A-Z claims, particularly regarding non-delivery issues. Many sellers are raising concerns about how quickly Amazon issues refunds to customers, even when all evidence points to the package being delivered. We’re seeing cases where tracking confirms the item was received, yet refunds are granted almost immediately without much investigation. Typically, we don't deal with this situation as our items are mostly FBA.
I am facing the opposite situation with Amazon’s Multi-Channel Fulfilment (MCF). One of our longstanding customers reported that they hadn’t received their order, which Amazon’s tracking marked as "delivered to a neighbour." This customer, who has never had an issue in years, checked with all nearby neighbours but couldn’t locate the parcel, and no delivery card was left to indicate where it had gone.
When we contacted Amazon, their response was that
1. "Please be informed that MCF does not provide proof of delivery for MCF orders currently."
2. "delivered to neighbour, reception, or mail room cannot be considered as incorrect delivery as long as the city and county information matches."
In other words, Amazon is refusing to acknowledge this as a problem since the tracking shows “delivered” — even though it clearly wasn’t delivered directly to our customer or with clear instructions on where it went.
The inconsistency here is frustrating. If a customer contacts Amazon directly, refunds are often issued promptly on the basis of non-delivery claims. But when we, as sellers, try to resolve non-delivery issues for our customers via MCF, Amazon seems to disregard similar concerns, relying solely on the tracking status.
Has anyone else experienced this inconsistency, and how are you handling these situations? It would be great if Amazon could apply the same level of care and urgency to MCF delivery issues as they do with A-Z claims for customers.
