Dear Amazon Team and Fellow Sellers,
This case clearly demonstrates how A-to-Z claims in Amazon Canada are being mishandled due to irresponsible actions by customer service.
In this instance, my customer openly admitted that the A-to-Z claim was made by mistake, that they were not home when the product was delivered, and that their neighbor accepted the package. The customer even requested to return the funds that Amazon had unfairly refunded through the A-to-Z claim.
Despite this:
👉 I have submitted multiple appeals to Amazon,
👉 Provided clear proof through our messages with the customer,
👉 And the customer themselves confirmed that the A-to-Z claim was unjustified —
Amazon’s A-to-Z department still refuses to reverse the refund and, even worse, is allowing this issue to negatively impact my Order Defect Rate (ODR).
I must ask:
Is Amazon’s A-to-Z policy truly designed to protect customers, or has it become a tool for A-to-Z agents to unfairly penalize sellers — particularly in Amazon Canada?
I do not face this issue in my other marketplaces — it seems to be a systematic problem unique to Amazon Canada.
My request is simple:
✅ That this A-to-Z decision be reviewed again,
✅ That the funds refunded to the customer (who has already agreed to return them) be recovered and returned to me,
✅ That Amazon investigate the conduct of the Amazon Canada A-to-Z department in this case.
Supporting screenshots and messages are attached — the customer’s consent and admission are clearly documented.
I urge Amazon to put an end to this unfair treatment.
Sincerely.
Erol Can
Founder
WorldWideBuys LLC
Pinned by community manager