Get over £42K in potential incentives when you start selling with Amazon. Learn how
Get over £42K in potential incentives when you start selling with Amazon. Learn how
    Seller Forums
    ForumsHomeDiscussionsGroups
    ForumsHomeDiscussionsGroups

    Browse discussions

    Update your preferences for improved recommendations
    pinPinned by community manager
    user profile
    Seller_FJwyF3iu5qxUY
    ∙
    user profile
    Seller_ofkaq656XneBp
    ∙
    user profile
    Seller_3WVvHH28i7NpZ
    ∙
    user profile
    Seller_Uaucc1Fq2cIiD
    ∙
    user profile
    Seller_GPLxAbyNPI33I
    ∙
    user profile
    Seller_j4qOx3FnSoENm
    ∙
    user profile
    Seller_JucEkLOsJ5A2x
    ∙
    user profile
    Seller_CJAn9FclIoBJn
    ∙
    Sort by
    RecommendedLatest activityRecently createdMost viewedMost voted
    Filters
    Date/timeAll TimePast dayPast weekPast monthPast 3 monthsPast yearDate range
    Quick filters
    Discussions
    Categories
    Tags

    Browse discussions

    Update your preferences for improved recommendations
    pinPinned by community manager
    user profile
    Seller_FJwyF3iu5qxUY
    ∙
    user profile
    A-to-Z Appeals Made Simple
    by Seller_FJwyF3iu5qxUY

    Hello Sellers,

    Receiving an A-to-Z claim can feel frustrating, but understanding the appeal process can help you protect your account health and potentially reverse unfavorable decisions. Let's walk through everything you need to know about appealing these claims effectively.

    🔍What Is an A-to-Z Claim?

    The A-to-Z Guarantee protects customers when they experience issues with Marketplace orders whether it's a delivery problem or an item condition issue. If a customer doesn't receive a resolution after contacting you and waiting 48 hours, they can file a claim with Amazon. Once filed, claims are either auto-granted or manually reviewed by Amazon's investigation team.

    ⏰Understanding Your Appeal Window

    You have 30 calendar days to submit an appeal after a claim is granted in your favour and your account is debited. This is your opportunity to provide new information that could dispute the decision and potentially reverse the claim.

    📝 How to Appeal: Step-by-Step

    Step 1: Access Your Claims

    • Go to the Performance menu in Seller Central
    • Select "A-to-z Guarantee Claims"
    • Click on the "Option to Appeal" tab

    Step 2: Locate Your Claim

    • Find the relevant claim you want to appeal
    • Select "Appeal decision"

    Step 3: Build Your Case, enter your comments in the text box with any information that helps Amazon understand why the claim should be reversed. Focus on providing:

    • For delivery-related claims: Dispatch method, proof of delivery from your carrier (signature confirmation, carrier details)
    • For returns-related claims: Domestic return address, return shipping details (like prepaid labels), and explanation of why a return request was rejected
    • Customer communication: Any correspondence showing the customer acknowledged receipt or expressed satisfaction with the transaction

    ⚠️Important Note: The text box doesn't support attachments. If you need to share documents like proof of delivery, use Buyer-Seller Messages to send them to the customer, then mention in your appeal that you've attached additional information via Buyer-Seller Messages.

    Step 4: Submit Your Appeal Click "Submit" when you're ready. Amazon will review the information you provided.

    ⏳What Happens Next?

    After you submit your appeal, Amazon's investigation team will review your case. If they need additional information, they'll contact you via email. You must respond to any information requests within 48-72 hours.

    When your appeal is successful, either the refund cost or the impact to your Order Defect Rate (ODR) may be reversed. Keep in mind that it may take up to 7 calendar days for the ODR reversal to reflect on your Orders page or for your selling account to be refunded.

    Pro Tips for Successful Appeals

    ✓ Act quickly - Don't wait until the last day of your 30-day window

    ✓ Be specific - Include order IDs, dates, tracking numbers, and concrete evidence

    ✓ Stay professional - Present facts clearly without emotional language

    ✓ Document everything - Keep records of all customer communications

    📚 Need More Help?

    For additional guidance on A-to-Z claims, visit the A-to-z Guarantee Claims help page or learn more about responding to claim notifications.

    I want to hear from you! What are your thoughts? How do you appeal? Do you have a format you use? Let me know!

    0 votes
    7 votes
    137 views
    7 replies
    Latest activity
    user profile
    Seller_ofkaq656XneBp
    ∙
    user profile
    Amazon return SCAM
    by Seller_ofkaq656XneBp

    Amazon has accustomed buyers to the idea of ​​choosing a false reason for returning an item, thus providing them with free returns service, which the seller pays for. Amazon's 6% rate, eBay's 1% rate, SCAM.

    11 votes
    1 vote
    901 views
    18 replies
    Latest activity
    user profile
    Seller_3WVvHH28i7NpZ
    ∙
    user profile
    Amazon refunding orders that arrive a day late without returning?
    by Seller_3WVvHH28i7NpZ
    Amazon replied

    Hi, can anyone please explain to me, what I can do about amazon fully refunding customers who's order arrived a day late, without requesting a return?

    This really isn't fair, and it's loosing me a lot of money

    Any advice appreciated - thankyou.

    3 votes
    0 votes
    366 views
    5 replies
    Latest activity
    user profile
    Seller_Uaucc1Fq2cIiD
    ∙
    user profile
    Customer received £500 refund without returning item
    by Seller_Uaucc1Fq2cIiD
    Amazon replied

    Yep, it’s finally happened to me.

    Customer bought an item priced at £499.95. After receiving it, they opened a return under “incompatible use”, despite the title clearly stating compatibility.

    They used the pre-paid return label automatically generated by Amazon (Evri), and the parcel was lost in transit. Amazon then approved an A-to-Z Guarantee claim and refunded the customer in full. No return, no product, £500 gone.

    To make matters worse, I can’t even file a SAFE-T claim because A-to-Z has already processed the refund. My only option now is to chase Evri for a £20 compensation claim, which doesn’t even cover a fraction of the loss.

    Here’s where it becomes even more confusing. The customer’s own messages in the return thread confirm that they had already sent the item back. Yet, in Amazon’s final A-to-Z verdict email, they wrote:

    “In this case, the customer claimed an issue with the delivery and tracking information that you provided was either insufficient or the order was not actually received by the customer.”

    That is factually incorrect. The original delivery was made using Amazon’s internal pre-paid Royal Mail Signed For service, chosen because it offered extra protection. The tracking clearly shows it was delivered and signed for by the named recipient. The customer received it, returned it through Amazon’s Evri label, and that return was lost.

    Despite this, Amazon refunded the customer in full under the reason that the order was not received.

    Here’s where it becomes outrageous:

    • Sellers are automatically enrolled into Amazon’s pre-paid return label scheme with no real choice of courier or insurance cover. I might be mistaken, but I’m unaware of any way to change this or opt out.
    • Amazon decides the courier, sets the insurance cap, and then washes their hands when that courier loses a high-value parcel.
    • Despite the buyer’s contractual obligation to return the goods, Amazon still issues a full refund when the item isn’t actually returned.

    So legally and practically speaking, Amazon is allowing the buyer to breach the terms and conditions, and then rewarding them for it. Meanwhile, sellers remain bound by those same terms, carrying the entire financial burden for a decision we had no control over.

    In plain terms, Amazon cuts all liability and openly favours the buyer, even when the buyer has failed to fulfil their legal obligation. It is effectively discrimination against sellers, especially given we are the ones funding these “guarantees” through lost stock and unpaid reimbursements.

    And to top it off, we still pay for the original delivery of the now-lost item. You could not make it up.

    Has anyone here managed to challenge an A-to-Z decision like this or get Amazon to reimburse when the buyer never actually returns the item?

    18 votes
    0 votes
    972 views
    11 replies
    Latest activity
    user profile
    Seller_GPLxAbyNPI33I
    ∙
    user profile
    Stop this unfair practice Amazon
    by Seller_GPLxAbyNPI33I

    Amazon Marketplace Sellers Deserve Better

    I’ve just had to refund a £50 book because a buyer contacted me six weeks after purchase claiming it hadn’t arrived. Amazon sided with the buyer — no surprise there — but here’s the kicker: Amazon only lets sellers access shipping labels for 30 days. So I couldn’t retrieve the tracking number. Royal Mail won’t compensate without it. And the buyer? They’re allowed to raise claims well beyond that window.

    Amazon lets buyers raise INR claims after 30 days ✅

    Royal Mail requires tracking info to issue compensation ✅

    Amazon deletes label access after 30 days ❌

    Sellers are left footing the bill ❌

    This isn’t just poor policy — it’s a system designed to protect platforms and punish sellers. We’re expected to absorb losses, stay professional, and keep selling while the rules work against us.

    Enough is enough. Amazon, Royal Mail, and other carriers need to align their timeframes and give sellers the tools to defend themselves. Until then, we’re operating in a rigged system.

    If you’re a seller who’s faced this — speak up. The more noise we make, the harder it is to ignore.

    29 votes
    0 votes
    1.2k views
    39 replies
    Latest activity
    user profile
    Seller_j4qOx3FnSoENm
    ∙
    user profile
    When cancelling an order due to incomplete address - why do we get punished?
    by Seller_j4qOx3FnSoENm
    Amazon replied

    I just had to cancel an order because the buyer did not include a street name or a building number

    The only info they gave were an apartment number, city and postcode

    We chose the correct reason for cancellation as problem with address but then we get a defect on the pre-fulfilment cancellation rate.

    Why would a seller get a defect for an error that was the customers fault in not giving a complete delivery address?

    6 votes
    0 votes
    428 views
    9 replies
    Latest activity
    user profile
    Seller_JucEkLOsJ5A2x
    ∙
    user profile
    🎯 “Meet My Toughest Customers: The 1-Star World Champions 🏆”
    by Seller_JucEkLOsJ5A2x

    I’ve noticed a fascinating pattern lately.

    Every time I get one of those “This product ruined my week” 1-star reviews, I click on the reviewer’s profile (because, of course, curiosity wins).

    And what do I find?

    A sea of negativity! 🌊

    These folks could buy sunshine and complain it’s too bright.

    They’ve hated every tissue, toaster, and toothbrush they’ve ever met.

    I’m starting to think some people don’t shop on Amazon — they collect disappointments.

    Don’t get me wrong — honest feedback is gold. I live for genuine criticism that helps me improve. But there’s a certain breed of reviewer that seems to wake up each morning, stretch, sip their coffee, and say:

    “Ah, time to ruin someone’s seller metrics today.” ☕💻

    I sometimes wonder if we should send them a medal for consistency — because if negativity were an Olympic sport, these folks would be up there on the podium. 🥇

    Anyway, to all the fellow sellers reading this — you’re not alone. When life gives you 1-star reviews… read their other ones and have a good laugh. 😅

    41 votes
    0 votes
    764 views
    5 replies
    Latest activity
    user profile
    Seller_CJAn9FclIoBJn
    ∙
    user profile
    Customer Services By Amazon (CSBA) - Ongoing Feedback....
    by Seller_CJAn9FclIoBJn

    We have been running this for around 2 weeks our findings thus far.

    Its not actually customer services that acts based on policy it is just a refund machine. Basically whatever the reason given for the contact Amazon just refunds.

    This service should be called Refund By Amazon (RAM). Its saves you a few seconds refunding yourself!

    Even if the issue means the customer must return the item (by policy) Amazon ignores this and just refunds them. The whole avoidance of A-Z is meaningless as of course there is no A-Z - the customer is refunded anyway LOL.

    Another dismal milestone in Amazons history in dreadful customer services for their sellers! It does not work and there seems to have been no attempt at any customer services based on policy.

    We have had to open Safe-T claims on the effected orders so its created as much hassle as it resolved.

    5 votes
    0 votes
    274 views
    3 replies
    Latest activity