We've seen that kick in the face message as well on some A-Z claims.

I would say your best bet would be letter before action to amazon to get the money back - considering you have evidence that shows amazon believe you delivered the parcel - then why would they refund?

On your last point - all you can do is try - though I imagine you wouldn't have an amazon buying account after a while!

More Amazon NONSENSE!

Signed for is so 20th century, since GPS and cameras were invented, providing much better proof of delivery. Covid would have signed the death knell for this, if pens weren't extinct.

But it's not Amazon's money to give away to thieves, so why should they care? Except it is damaging to Amazon's first line customers (the sellers!), damaging to the platform, damaging to society, encouraging an "entitled culture", turning otherwise honest people into criminals (scamming is a tamed down word for theft), causing global warming and pollution and much more. We are all doomed because of A-Zs.

I would be sending a notice of intention to take them to small claims straight to the customer with the proof and the screenshot of amazon also saying there is enough proof.

We had two very similar A-Z claims recently. One was a parcel which was signed for by the recipient, who claimed she had not received it. We had the same message from Amazon (our tracking even included GPS which put the delivery point right outside the customers front door, plus a photo of the same front door as you could see on Google street view). Anyway we appealed and put 'if we have proven the parcel was rec'd by the customer, why are we responsible for the refund?' Amazon agreed and reversed the decision.

Only a short time later, a very similar A-Z claim with the same message from Amazon. We appealed again and lost this one. To be fair, although sent on a signed for delivery service this time you could see from the proof of delivery it had been left on a doorstep and signed for by the delivery driver, so I expected to lose that really.

Appeal and see how you get on. If you sent with a courier most have GPS tracking on the delivery PDQ (the little hand held machine you sign on or that they scan the parcel with). If its like our second A-Z and the parcel has been left you can also raise a claim with the carrier, especially if it should have been signed for.

Use the mediation tool. Its what its for.

You will probably find it says funded by amazon which means you didn't refund the customer out of your own pocket but amazon covered the cost. Look at the a-z and it will say who funded on the left

Same here, most of my A-to-Z claims are for orders delivered with GPS and photo. Amazon side with the customer stating the same as you, and I quote, 'The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.' but they still issue a full refund.

I then appeal the case and get denied and they stand by their decision. I then open a case to get clarification on what proof they require. The answer they provide me is that they require signature as proof! I then ask why do you not obtain signatures during Amazon Prime Deliveries. Also, ask how do they know what the customers signature looks like.

I get no answer, well, they say, 'We stand by our decision'.

Its a farce!