Dear Amazon Seller Support,
I am experiencing significant issues with fraudulent buyer returns and the inability to dispute them. We have multiple cases where buyers return incorrect or damaged items—or even empty boxes—yet Amazon's auto-refund at first scanpolicy prevents us from taking any action.
When these buyers subsequently file an A-to-Z Claim, it is automatically closed since Amazon has already issued the refund. As a result, we are unable to submit a Safe-T Claim to dispute the fraudulent return.
Every time I contact Seller Support, I am repeatedly advised to appeal the A-to-Z Claim. However, this results in an automated response stating:
"Hello,Thank you for refunding the following order:— Order number: 204-1691290-9281166— Date of claim: 20 February 2025— Refund amount: £396.71We will not include the claim in your order defect rate (ODR) and performance metrics."
Additionally, when I attempt to file a Safe-T Claim, I receive the following error: "Orders with an A-to-Z Claim are not eligible to file a claim (you have the ability to appeal an A-to-Z Guarantee claim)."
I kindly request immediate assistance in addressing the following fraudulent returns:
Order: 204-1691290-9281166 – Buyer returned an incorrect item, Amazon auto-refunded, resulting in a loss of £400.Order: 204-7802235-9211553 – Buyer returned an empty box, Amazon auto-refunded, resulting in a loss of £400.
As a small business, we rely on fair and transparent return policies to operate sustainably. Allowing fraudulent returns without a way to dispute them is extremely damaging. Please escalate this matter and provide a resolution that prevents further losses due to fraudulent buyer activity.I appreciate your prompt attention to this issue.
