Dear Amazon Community & Seller Support Team,
I am reaching out to share my frustrating experience with a recent A-to-Z claim and to seek advice or intervention regarding an unjust refund decision. Despite providing clear evidence of delivery and cooperation, Amazon approved a refund without proper review, and I believe this case highlights a critical flaw in seller protection.
Case Summary:
Order #112-0227441-7771468: Shipped April 11, 2025, delivered April 13 (tracking #880476676646).
CASE ID: 17704180421
Buyer Claim: Filed April 26 for "item not received," though Amazon noted the actual issue was return-related (buyer never requested a return).
Our Actions:
Provided return address immediately (April 28).
Submitted proof of shipment (photos + tracking) and chat logs in which the buyer confirmed receipt via buyer messaging asking us for assembly instructions (April 14) indicating that the buyer had received the product, just not the instructions, and the first email from Amazon to us stating that “the buyer has received the item. The first email we received from Amazon also stated that “the buyer has received the product”, but we still refunded the buyer.
Outcome: Amazon still deducted $190.98 from our account on April 29.
Key Issues:
Proof of Delivery Ignored: The buyer’s own messages prove they received the item. The claim reason ("not received") was false.
No Return Request: Amazon admitted the buyer didn’t follow return procedures, yet penalized us without allowing resolution.
Potential Fraud: Buyer’s behavior suggests misuse of A-to-Z claims—they got a refund and kept the product.
Appeal to Amazon:
We’ve submitted evidence via the "Get Help" channel, but the process feels stacked against sellers. How can Amazon justify refunding a buyer who admits to having the item? This sets a dangerous precedent.
Request:
Reverse the refund or require the buyer to return the item.
Investigate buyer misuse of A-to-Z claims.
Improve transparency in claim reviews—sellers deserve a fair chance to respond.
Fellow Sellers: Have you faced similar issues? How did you resolve them? Any advice is appreciated.
Amazon Team: Please reevaluate this case. Protecting buyers shouldn’t mean enabling fraud at sellers’ expense.
Thank you for your time. I hope this post sparks constructive discussion and corrective action.
@Seller_FJwyF3iu5qxUY @Seller_1KYLYkgAlu4xX @Seller_s3amN64nZ4y9V @Seller_RsATYbG9XP0HP @Seller_ovM5p622oIbGp @Seller_RsATYbG9XP0HP @Seller_t9kvdr2yixQej @Seller_khUF6HPR2AHxu @Seller_nS0jcFQNDLG3e @Seller_khUF6HPR2AHxu @Seller_vtQxROP6UNr1O @Seller_l3eCP9f1PtJXC