Multiple A-to-Z Claims from the Same Buyer – Advice Needed
We're looking for some advice from other sellers.
We've had around 30 orders placed by the same buyer, with deliveries going to multiple different addresses. All of the orders show as delivered with carrier delivery scans.
Over the past 10 days or so, the buyer has started opening A-to-Z Guarantee claims on these orders, claiming they have not received the items.
The confusing part is that Amazon's handling has been inconsistent:
- On some claims, Amazon has granted the claim but funded it themselves, so our account wasn't debited and no Order Defect Rate (ODR) defect was applied.
- On other claims, Amazon has granted the claim and debited our account, despite the orders also showing as delivered.
Has anyone experienced something similar?
We've already appealed the seller-funded claims with proof of delivery, but we're also concerned this appears to be a pattern of potential abuse given the volume of orders, multiple delivery addresses, and repeated INR claims.
Is there a specific team or process to report suspected buyer abuse, or any other steps you'd recommend taking in this situation?
Any advice would be appreciated.
Multiple A-to-Z Claims from the Same Buyer – Advice Needed
We're looking for some advice from other sellers.
We've had around 30 orders placed by the same buyer, with deliveries going to multiple different addresses. All of the orders show as delivered with carrier delivery scans.
Over the past 10 days or so, the buyer has started opening A-to-Z Guarantee claims on these orders, claiming they have not received the items.
The confusing part is that Amazon's handling has been inconsistent:
- On some claims, Amazon has granted the claim but funded it themselves, so our account wasn't debited and no Order Defect Rate (ODR) defect was applied.
- On other claims, Amazon has granted the claim and debited our account, despite the orders also showing as delivered.
Has anyone experienced something similar?
We've already appealed the seller-funded claims with proof of delivery, but we're also concerned this appears to be a pattern of potential abuse given the volume of orders, multiple delivery addresses, and repeated INR claims.
Is there a specific team or process to report suspected buyer abuse, or any other steps you'd recommend taking in this situation?
Any advice would be appreciated.
12 replies
Ken_Amazon
Hi @Seller_xiJDmtQr1x151,
Thank you for sharing us your experience.
The variation you're seeing where some claims are Amazon-funded and others are seller-funded, can occur based on several factors in Amazon's investigation process.
Can you share us two sets of the A-to-Z Claims (The ones with no impact to your account, and the ones that impacted your account)?
Regarding Reporting Suspected Buyer Abuse
Yes, there is a process to report suspected buyer abuse. You can report suspicious orders directly through Seller Central:
- Go to your Account Health page
- Use the Report Abuse form to submit your concerns
When reporting, include as much detail as possible — Order IDs, the pattern you've identified (multiple addresses, repeated INR claims from the same buyer), and your proof of delivery documentation.
Going Forward
For future high-value orders, I'd recommend purchasing additional proof of delivery (signature confirmation from the customer) through your carrier. This provides stronger evidence in the event of future claims.
Best Regards,
Ken
Seller_FQHkqHJI5SqTh
Amazon do not accept delivery photos as proof of delivery; gets reported here almost daily.
Even with a signature it's hit and miss.
Ken_Amazon
@Seller_FQHkqHJI5SqTh,
I appreciate the correction, and I will remove the incorrect part in my previous response.
For sellers looking to strengthen their position, signature confirmation is the most reliable additional step.
Thanks for being a part of this community and keeping the information accurate.
Best Regards,
Ken
Seller_xiJDmtQr1x151
Hi @Ken_Amazon
Thank you for getting back to me and to the other sellers who have commented.
Here are a few order ID's where claims were Amazon funded
204-5005080-4188323
204-7846707-6637934
204-0268087-9962760
Here are some which are not Amazon funded
204-0407995-0454701
204-7965968-7481134
204-2111630-4595503
204-0210728-5289913
026-2289884-8964366
I have reported abuse on the above under Complaint ID: 13140922612
What is the process now, will Amazon reimburse us for the seller funded claims as we tried to appeal the A-Z claims and all appeals were denied?
Thanks
Ken_Amazon
Hi @Seller_xiJDmtQr1x151,
Thank you for sharing us the Order IDs.
Upon checking them this is what I found:
- Why were 3 of the A-to-Z Claims funded by Amazon: You used Buy Shipping for these orders, and as long as you meet all other responsibilities you will be protected when a customer claims that they didn't receive the item.
- Regarding the other 5 orders: Buy Shipping was not used. You can confirm the purchase history of shipping labels by searching via the Transaction view.
Regarding shipments without using Buy Shipping, you will need a signature from the customer to prove that the shipment was completed.
Best Regards,
Ken
Seller_xiJDmtQr1x151
Hi @Ken_Amazon
On the report abuse complaint we filed Complaint ID: 13140922612, We were sent a email that action was taken.
Does that mean we are eligible to receive a reimbursement or is the system open to buyers to abuse the system and claim non delivery if Buy shipping and non signature was used?
Ken_Amazon
Hi @Seller_xiJDmtQr1x151,
Thank you for sharing the update regarding 13140922612.
The confirmation email stating "action was taken" means Amazon's team has reviewed the buyer's behaviour and acted accordingly. However, The action taken against the buyer's account is separate from claim reimbursement decisions and this does not automatically trigger reimbursements for claims already debited to your account.
For "Item Not Received" claims without Buy Shipping protection, signed proof of delivery from the carrier is required to support a reversal.
To protect yourself on future orders, consider using Amazon's Buy Shipping services with a "Claims Protected" label whenever possible. For higher-value items, adding signature confirmation provides an additional layer of protection against non-receipt claims.
I hope this helps clarify the situation.
Best Regards,
Ken
Seller_ZQyopdiwkUHOZ
You should report the buyer for abuse for each order they've had delivered and placed an atoz claim for, through the Account Health page's 'report abuse of Amazon policies'. You should also report them for violation of drop-shipping policies through the same page.
Seller_vqtMJkDt54LAd
Sounds like an abuse to me.
I have had similar in the past. An abusive buyer places an ad for the product on another platform then targets an Amazon Marketplace Seller preferably with 100% feedback. They purchase the same item from you and specify the delivery address of their "client" (illegal drop shipping).
Once your item has been sucessfully delivered they return to Amazon and claim the item was not received and request a full refund as it is now too late for a replacement. Normally the conscientious seller will immediately refund them but if not they simply open an A-to-Z claim fully aware that Amazon will find in their favour.
What annoys the hell out of me is that Ken_Amazon does not answer with the following:
Hi COSSupp,
Thank you for bringing this to our attention. I will immediately investigate these transactions which sound inauthentic and definitely need to be checked in case there is a pattern of fraudulent behaviour. As soon as I have completed the investigation I will report back to let you know the outcome. Please rest assured that in the event of any fraud dicovered, Amazon will accept responsibility and compensate you for the loss. This is our policy going forward as we strive to make Amazon the safest platform for our valued marketplace sellers...
Seller_d8YGbIjNqwFxn
As well as reporting the abuse on Amazon see if you can find out where else the seller is selling.
A lot of dropshippers will copy images off Amazon onto other Marketplaces to create their listings. If they are using images which you have created and you have not given them permission to do so you can request the listing is taken down on some marketplaces such as ebay.
On the whole I haven't got a problem with people dropshipping a lot don't give any issues. However these abusive dropshippers who claim multiple items are not received are a pain.
Seller_K8edOfPu9HEmN
You have the delivery address'es why not send each one a note in the mail with contact details asking if they've had any problems with their purchases, explain what has happened and do they know thier supplier is a possible fraudster. Might put a few Cats amongst the Pigeons.
Also make multiple reports to action fraud for every false claim they've made.
