Hi everyone,

I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).

My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?

Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?

Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.

Thanks in advance for any advice!

I received a negative feedback on a football cake topper, with the customer claiming I sent the wrong colour. However, the customer selected red when placing the order, and I’ve confirmed that we did indeed send a red topper as requested.

The topper includes a team name, and the customer had entered "Derby County." They are now saying the topper should have been black, as that is the team’s official colour. However, there was no mention of this in the order notes—only the team name and a red colour selection.

I feel this isn’t my fault, as I strictly followed the customer’s instructions. Do you have any suggestions on how best to handle this or what action I should take regarding the feedback?

This is a fun one, Can someone have a look at this please as it is honestly rediculous.

@Seller_mIRnuhdx7l5sN

@Seller_DNQGSsdC7DccM

@Seller_XUNeUuvrQDpgP

Order ID: 203-9131482-3497103

Customer purchased £85.95 item on April 3rd, Send tracked & signed 24, royal mail show delivery photo of customer with parcel inside doorway and signature. 2 months later i get this message:

Hi I ordered this item from you quite a while ago but it arrived damaged and I just wondered if it would be possible for you to give me a refund please thanks.

Had brief discussion saying that they could start a return, send it back and i would refund them but they said they wanted to keep it and have a refund. i explained that they would need to return it and they said that they would keep it as they didn't want to send it back.

Several days later they filed an A-Z claiming non-delivery

Customer comments:

Hi I ordered this item quite a while back and it got delivered but I didn't receive it because I couldn't find it possibly because someone might of nicked it and I just wondered if it would be possible for you to let me have a refund please thanks.

I provided screenshots of the previous messages and proof of delivery as requested and then a couple of days later had a message saying that the customer had dropped the claim.

Then today a refund was granted and my appeal was denied apparently because i didn't provide proof of the previous messages from the customner stating that they had indeed received the parcel despite supplying screenshos of all prior messages sent back and forth through amazon and royal mails proof of delivery.

Hi

Had the following flash up on Seller Central

Complete pending KYC review. Complete Know Your Customer (KYC) review with your Payment Service Provider (PSP).

Anyone had anything like this recently, cannot see how this is relevant to us as UK only store and do not use a PSP.

Thanks

I have been approved to sell a brand but every time I got to list a product of the brand it say apply for selling can any one advise what I can do to list products after approval