A-to-Z Claim Granted for Empty Box Return – Clear Fraud Ignored (Order 026-2246554-8469955)
Dear Seller Community and Moderators,
We’d like to raise a serious concern regarding a recent A-to-Z Guarantee claim (Order ID 026-2246554-8469955) that was wrongly granted against our account, despite clear contradictory evidence and multiple support escalations.
Product: JBL SoundGear Sense – True Wireless Open-Ear Headphones (ASIN B0CT9DF5RL)
Order Value: £134.23
Delivery Date: 24 September 2025 (UPS POD with photo confirmation)
Return Request Date: 27 September 2025 (3 days later)
Customer Claim: Initially “wrong item sent”
The buyer later changed their statement, claiming that the box was empty upon arrival, and shipped back an empty retail box via Royal Mail (Tracking # 021120DA03968B62). The return we received indeed contained only the empty packaging — no product inside.
We submitted UPS proof of delivery, return photos, and weight verification data to the A-to-Z team. Despite this, Amazon granted the claim on October 29 and debited £134.23 from our account, counting it against our Order Defect Rate.
This case highlights how easily a buyer can remove an item, return an empty box, and still get refunded in full — even after issuing contradictory statements and providing no evidence. Such decisions directly reward dishonest buyers and undermine seller confidence in the A-to-Z process.
In this instance, the buyer effectively committed “empty box return fraud,” yet the claim was approved without any verification of the return content or weight. This creates a dangerous precedent that encourages further abuse.
Our Requests to Amazon:
• Re-evaluate the A-to-Z decision for Order 026-2246554-8469955.
• Audit the buyer’s return and communication history for potential abuse patterns.
• Clarify why weight or content verification was not considered.
• Provide guidance on how sellers can protect themselves when Amazon overlooks physical evidence.
We invite @Spencer_Amazon , @JiAlex_Amazon , and @Julia_Amzn to please review this matter and escalate it internally. We hope Amazon will address these recurring A-to-Z issues that embolden fraudulent buyers and penalize honest sellers.
Thank you for your attention.
A-to-Z Claim Granted for Empty Box Return – Clear Fraud Ignored (Order 026-2246554-8469955)
Dear Seller Community and Moderators,
We’d like to raise a serious concern regarding a recent A-to-Z Guarantee claim (Order ID 026-2246554-8469955) that was wrongly granted against our account, despite clear contradictory evidence and multiple support escalations.
Product: JBL SoundGear Sense – True Wireless Open-Ear Headphones (ASIN B0CT9DF5RL)
Order Value: £134.23
Delivery Date: 24 September 2025 (UPS POD with photo confirmation)
Return Request Date: 27 September 2025 (3 days later)
Customer Claim: Initially “wrong item sent”
The buyer later changed their statement, claiming that the box was empty upon arrival, and shipped back an empty retail box via Royal Mail (Tracking # 021120DA03968B62). The return we received indeed contained only the empty packaging — no product inside.
We submitted UPS proof of delivery, return photos, and weight verification data to the A-to-Z team. Despite this, Amazon granted the claim on October 29 and debited £134.23 from our account, counting it against our Order Defect Rate.
This case highlights how easily a buyer can remove an item, return an empty box, and still get refunded in full — even after issuing contradictory statements and providing no evidence. Such decisions directly reward dishonest buyers and undermine seller confidence in the A-to-Z process.
In this instance, the buyer effectively committed “empty box return fraud,” yet the claim was approved without any verification of the return content or weight. This creates a dangerous precedent that encourages further abuse.
Our Requests to Amazon:
• Re-evaluate the A-to-Z decision for Order 026-2246554-8469955.
• Audit the buyer’s return and communication history for potential abuse patterns.
• Clarify why weight or content verification was not considered.
• Provide guidance on how sellers can protect themselves when Amazon overlooks physical evidence.
We invite @Spencer_Amazon , @JiAlex_Amazon , and @Julia_Amzn to please review this matter and escalate it internally. We hope Amazon will address these recurring A-to-Z issues that embolden fraudulent buyers and penalize honest sellers.
Thank you for your attention.
5 replies
Seller_kdAKOquaszA1I
We have this happen fairly regularly now with empty return parcels, or low value items sent back to us (such as a roll of sticky tape, or post-it notes) instead of the actual higher value item they purchased.
Our success rate with Amazon's SAFE-T claim process is 50% at best, despite providing all the evidence as you have. And when you dispute the case, the team only provide a blunt response such as "Our decision is final".
A terrible system that invites and upholds fraud and provides no seller support whatsoever.
Very poor Amazon, this system needs reviewing urgently!
Seller_BLKFrxPM3nn3Y
Hi,
Amazon won't do anything. Take Amazon to small claims court, charge your amount, administrative costs, for example £150, court fee £35(if claim under £300).
You can include the buyer on your claim, but they are scammers so they won't be any helpful,i would suggest leaving them out. It's so annoying, I know.
Do not waste your time with Amazon if they don't sort it out.
That way I can assure you that you will get your money back.
It's time for Amazon to be liable for fraud.
Seller_soBD2wwhsVOww
Dont go to Small Claim initially,the correct procedure is a Letter Before Action (templates online)
Send to:
Amazon.co.uk
The Legal Department
1 Principal Place
Worship Street
London EC2A 2FA
Sakura_Amazon_
Hello @Seller_6oA09Nhj52unl,
I checked the order you shared. The A-Z team contacted you on 26/10/2025 requesting additional information. They clearly stated in their message that "If we do not receive the requested information within 72 hours, or if the response provided is insufficient, we may grant the claim in favor of the customer, debit the amount from your account, and count the claim against your order defect rate."
Since there was no response from your side within the 72-hour window, the claim was granted to the buyer.
For future reference, please review all communications from Amazon promptly to avoid claims being granted due to non-response. Unfortunately, I cannot provide any further support in this case.
Regards,
Sakura
