SOLID PROOF BY CUSTOMER AMAZON INTENTIONALY PUNNISHING SELLERS
Hello Moderators,
Case id : 11501499062
@Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon
@Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @JiAlex_Amazon
I need urgent clarification and support regarding an A-to-Z Guarantee claim that has unfairly damaged my account.
The buyer confirmed to me that she first tried to contact me, but Amazon did not allow her to send a message.
Instead, Amazon forced her directly into an A-to-Z claim without informing her what it was.
I then received an instant A-to-Z claim decision, with a refund issued and an ODR added to my account.
At no point did Amazon give me the 48 hours required by policy to resolve the issue.
This is a complete breach of Amazon’s own A-to-Z Guarantee rules. Sellers are supposed to have the chance to resolve the issue before escalation. In this case, Amazon prevented communication, skipped the 48-hour rule, and immediately penalised my account.
This process is not only against policy but also feels like intentional harm to sellers, since we are denied both communication and defence.
I respectfully ask moderators to escalate this case for review, remove the unfair ODR, and provide an explanation of why the standard A-to-Z procedure was not followed.
9 Sept 2025 20:25
Hello.
I received a notification to say the order would be delivered today by the latest and it still hasn’t arrived. It came up with the option to ‘contact the seller’ but it would not let me. The only option I had was to contact Amazon.
9 Sept 2025 20:25
I contacted Amazon under ‘help with my order’
Thank you
SOLID PROOF BY CUSTOMER AMAZON INTENTIONALY PUNNISHING SELLERS
Hello Moderators,
Case id : 11501499062
@Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon
@Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @JiAlex_Amazon
I need urgent clarification and support regarding an A-to-Z Guarantee claim that has unfairly damaged my account.
The buyer confirmed to me that she first tried to contact me, but Amazon did not allow her to send a message.
Instead, Amazon forced her directly into an A-to-Z claim without informing her what it was.
I then received an instant A-to-Z claim decision, with a refund issued and an ODR added to my account.
At no point did Amazon give me the 48 hours required by policy to resolve the issue.
This is a complete breach of Amazon’s own A-to-Z Guarantee rules. Sellers are supposed to have the chance to resolve the issue before escalation. In this case, Amazon prevented communication, skipped the 48-hour rule, and immediately penalised my account.
This process is not only against policy but also feels like intentional harm to sellers, since we are denied both communication and defence.
I respectfully ask moderators to escalate this case for review, remove the unfair ODR, and provide an explanation of why the standard A-to-Z procedure was not followed.
9 Sept 2025 20:25
Hello.
I received a notification to say the order would be delivered today by the latest and it still hasn’t arrived. It came up with the option to ‘contact the seller’ but it would not let me. The only option I had was to contact Amazon.
9 Sept 2025 20:25
I contacted Amazon under ‘help with my order’
Thank you
0 replies
Seller_znTeHti2qvorY
As an experienced seller on Amazon, I’ve always made a point to follow the platform’s policies — especially when it comes to buyer communication. Amazon encourages us to use their messaging system to keep everything transparent and on record, which is exactly what I did in a recent transaction. Unfortunately, despite doing everything by the book, I ended up losing both the product and the payment, thanks to a deeply flawed A-Z Guarantee claim system.
A buyer placed an order with us and, shortly after, we realised there would be a slight delay in dispatch. Acting in good faith, we messaged the buyer directly through Amazon's platform, letting them know of the revised delivery schedule and — crucially — offering them the opportunity to cancel the order if they didn’t want to wait.
Their response? They were pleased to proceed. They explicitly stated that the new delivery date was fine and made no request to cancel. So, we shipped the item as agreed.
Then Came the A-Z Claim...
On the day the item was delivered, we were hit with an A-Z Guarantee claim. The reason? “Item arrived late.”
Within an hour, the claim was automatically approved by what appears to be Amazon’s automated A-Z bot — and the buyer was refunded in full. No pause. No manual review. No consideration of the documented agreement between us and the buyer, which was clearly recorded in Amazon's own messaging system.
The entire process is a disgrace. Sellers are constantly told to keep all communication on Amazon, and we did just that. We informed the buyer, gave them an out, received written confirmation to proceed, and still got penalised.
What message does that send?
Essentially, it tells sellers:
Even if you do everything right, you can still lose.
Even if the buyer agrees to something in writing, they can turn around and contradict that agreement, and the system will side with them — without question.
It’s not just unfair — it’s demoralising.
What's the Point of Buyer-Seller Messaging?
If Amazon’s A-Z Guarantee system won’t even look at buyer messages, then why are we required to use it? What’s the point of documenting agreements and being transparent if it all gets ignored in an instant?
This situation creates an environment where buyers can manipulate the system with no consequences, and honest sellers are left to absorb the cost.
Automated A-Z decisions need human review when there’s evidence in the message history.
Sellers should not be penalised when the buyer clearly agreed to the revised terms.
Communication through Amazon’s official channels should carry weight in disputes.
Until those changes happen, we’re forced to operate in a system where doing the right thing doesn’t protect you — and that’s not sustainable.
Seller_D6kjCY0QHVSPC
Amazon should use less AI and less automated responses but more organic human judgment to evaluate 'conflicts'. Doing this will cost them more. Do they want to decrease their profits? I am not sure :(
Seller_6HXPDZ2n6YG3n
@Julia_Amzn @Winston_Amazon @Spencer_Amazon
@Sakura_Amazon_@JiAlex_Amazon
Still waiting response?
Xander_Amazon
I understand your frustration, since you mention in your post that you have proof, please share the message she sent to support about attempting to reach you, and the direction from support to file a claim.
Instead, Amazon forced her directly into an A-to-Z claim without informing her what it was.
Seller_0AG9i8qKfX9Eu
they are like a government, they work against us. im sick of them.
Seller_7cOy2ZPbUXqcW
This same thing happened to me as a buyer. I had an issue I wanted to discuss with the seller, but was forced through a conversation with an agent who would only push to refund the item instead of letting me contact the seller.
Seller_RguKGMHvWFmo3
A to Z system is totally wrecked. Amazon know this but they are no losing out financially so I doubt care very much. Even when you escalate to managingdirector@amazon.co.uk they just send it back in the same loop and do not get involved.
What is the worst in my opinion is that sellers are being held to a standard that Amazon Delivery network do not even do, SIGNATURES UPON DELIVERY. My Amazon delivery driver, rings drops and goes. Doesn't post it just leaves it wherever.
But as an Amazon seller you should get a signature which as OP said, NO COURIER HAS DONE SINCE COVID. So we are in a totally lose lose situation.
Seller_Fg2fqaWOnEtha
Mine didn't even ring, just threw the parcels somewhere outside, I only found out I had a delivery when I got the email. I complained 3 times and eventually they have started to ring the bell at least. I don't know how long it will last though.
Xander_Amazon
Does she have the actual message to support that shows she attempted to contact Amazon?
Seller_6HXPDZ2n6YG3n
@Julia_Amazon @Spencer_Amazon@Sakura_Amazon_ @JiAlex_Amazon
Can you please step in and help me please?
Thanks
