Hello Amazon Seller Community,
I’m reaching out to share a concerning A-Z Claim experience and seek advice from fellow sellers who may have faced similar issues. Despite providing irrefutable proof of delivery, Amazon sided with the buyer, and I’m now appealing to reverse this decision.
Order Details:
Buyer purchased a €1179 electric bicycle on July 4.
Shipped same day via Hellmann (Tracking #1012369623).
Confirmed Delivery:
Carrier provided a signed Proof of Delivery (POD) dated July 8.
Tracking shows no delays or return attempts.
Buyer’s Claim:
On July 22 (14 days post-delivery), buyer filed an A-Z Claim for "item not received."
Buyer ignored all messages requesting details or clarification.
Amazon’s Decision:
Despite submitting tracking + POD, Amazon approved the claim and refunded the buyer.
This violates Amazon’s own policy: Sellers are protected if POD confirms delivery.
Unbelievably, on the first attempt to appeal, Amazon's response was "Since you provided enough information to prove that the buyer actually received the order, we will not count this claim towards your order defect rate" However, 1179€ was deducted from my account.
Why This Matters:
If Amazon ignores POD, it sets a dangerous precedent for fraudulent claims.
My Actions So Far:
Submitted a detailed appeal to Seller Support (waiting for response).
Questions for the Community:
Has anyone successfully reversed an A-Z decision after providing POD? Any tips?
Should I escalate this via Amazon’s executive team or social media?
Could this be part of a larger scam trend (e.g., buyers exploiting system delays)?
Attached:
Screenshots of tracking + POD (redacted for privacy).
Final Note:
I’ll update this thread with outcomes to help others. If you’ve faced similar issues, please share your experiences. Let’s push for fairer seller protections!
