Hi

I'm reaching out to a Moderator for help and advise please.

@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @JiAlex_Amazon @Simon_Amazon @JiAlex_Amazon @Abella_Amazon

Order I.D. 203-6866926-6896311

A-Z Claim Value: £172

We sold an item (sale price £172 inc vat ) to a customer on 20/10/25 of which the customer received. The customer then logged a return on 24/10/25 as the item was no longer needed. Amazon auto-authorised the return and issued the customer with a pre-paid EVRI label. The customer delivered it to an EVRI drop off point on the same day.

On 17/11/25 we received an A-Z claim under the heading different from what I had ordered and the claim stated "Return package delivered to seller, but I haven't received my refund yet."

I appealed the A-Z claim with Amazon with further information advising that EVRI had not delivered the item back to us and the last tracking entry was:

Nov 04, 2025 05:10:03 PMEurope/London -Birmingham 2 GB Package is undeliverable and returning to sender because it is damaged.

Amazon denied the appeal and refunded the customer with £172. Amazon advised us that the item was delivered to us

"We have reviewed all available information and confirmed that the merchandise for the order was correctly returned on Oct 24. Since you are responsible for this return, we have reimbursed the buyer and debited your seller account"

From this stating it was delivered on the 24/10/25 one can only assume they are relating to the date the item was given to EVRI by the customer.

I have spoken with the customer who advised he received notification from EVRI that the item had been damaged whilst in transit and to contact Amazon. The customer did contact Amazon Customer Services who advised that Amazon would make a claim with EVRI and Amazon issued the A-Z claim to us. I have tried to speak to EVRI but they advised they can only talk with the account holder which is Amazon.

We are currently in a position where we supplied an new item which was returned with an Amazon issued EVRI label which in turn got damaged in transit. We have lost £172 and not received the item back. We also have an A-Z claim against our performance metrics and we have not done anything incorrectly.

Could any help please so I can try and rectify this?

Regards

Ian

A few months ago we sent a pallet with a few hundred items on to FBA. Only around 50 of the items were checked in. Leaving hundreds outstanding. We followed through with the process of claiming for these and did everything as requested. We provided invoices that proved the ownership and purchase of the inventory. The support staff then went ahead and made a partial reimbursement for 20 units.

We then followed up with the support staff as to why they only partially refunded the missing pallet. They would reply back telling us the submitted documents do not meet the requirements - I don't know how this can be claimed because they made the refund of 20 units after we sent the invoices requested, thereby proving that the invoices are suitable because a refund was made off of these invoices we sent in. Either the document does not meet the requirements and no reimbursement is given, or the document meets the requirements and all of the outstanding units are reimbursed, there is no other way this can possibly be interpreted. I have tried to query numerous times how this document does not meet the requirements but I have been stonewalled every time and support have refused to provide further information. This is tantamount to theft.

There is no possible justification to be made for the reasoning behind only refunding a small amount of the units, when the invoices given show all of the requested missing units. You've essentially made an admission of guilt by paying up for some of the missing units, but then refusing to reimburse the rest when you based your initial partial reimbursement on the submitted invoices.

Has anyone been in this situation before and have any idea how we can go about getting back what is owed to us? We have sent many pallets over the years and this is the first time we have had things go missing like this - we've never had to claim for loss like this before and now the first time we do, and we do everything by the book Amazon decided to mess us around and deny us the money we are rightfully owed for losing our stock.

Please can forum staff take a look at our original case and perhaps push something through? Case ID: 12007779362 & 11847939982

@Seller_zukQNO61PzGck@Seller_XUNeUuvrQDpgP @Seller_GEZPMc4CeQfh6 @Seller_Huz6FT08OxHAR @Seller_hnDMgUKxMh1V4 @Seller_Udi0JNbTrsmUV @Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Rv3kmJHEUMGJH @Seller_TSXM2A5nxWSuH @Seller_iTgjdgiRqiPsn @Seller_fgtTzyHQfOM1x @Seller_VJ4XoAkjDpjPH @Seller_ZyGdB49sb7An4 @Seller_j9Bd91CW3ZVpr @Seller_hme3Wbydd1ihr@Seller_xkwDczt8sPSmx@Seller_VygaQRBv4Ssmh@Seller_QTT5oP45IFvQZ @Seller_t9kvdr2yixQej@Seller_lmwzklfLOK2Ob

@Seller_Udi0JNbTrsmUV @Seller_ZyGdB49sb7An4 @Seller_XUNeUuvrQDpgP @Seller_j9Bd91CW3ZVpr @Seller_YeWcEeTwlVO93@Seller_l3eCP9f1PtJXC

@Seller_lmwzklfLOK2Ob @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_TSXM2A5nxWSuH @Seller_fgtTzyHQfOM1x @Seller_XUNeUuvrQDpgP @Seller_VJ4XoAkjDpjPH @Seller_b91S9zQ2eKxLt @Seller_Rv3kmJHEUMGJH @Seller_gAhPNiLrkfTcr

Order ID: 203-8804677-0142754

Claim date: 24 December 2025

Refund amount: GBP 31.14 (seller-funded)

ODR impacted: Yes

Summary

This A-to-Z claim was granted in error and now allows the buyer to retain both the item and the refunded funds, despite the fact that:

The buyer personally diverted the parcel to a ParcelShop

The original delivery estimate ceased to apply after diversion

The parcel remained in the courier network as a result of the buyer’s action

The buyer later collected the parcel on 30 December 2025

This is not a delivery failure. It is buyer-initiated diversion followed by unjust enrichment.

1. Dispatch and Original Timeline Were Compliant

Purchase date: 8 December 2025

Ship-by date: 12 December 2025

Original delivery estimate: 16–18 December 2025

Parcel handed to Evri: 15 December 2025

Valid tracking uploaded

There was no seller delay at dispatch.

2. Buyer Requested Parcel Redirection

Courier tracking confirms that on 17 December 2025 at 20:26, the buyer submitted a request:

“We’ve received your request to deliver your parcel to a ParcelShop.”

This was a buyer-initiated change.

Once a parcel is redirected at the buyer’s request:

The original delivery estimate no longer applies

Delivery timelines are recalculated by the courier

Any delay following redirection is not seller-caused

This was clearly explained to the buyer multiple times in writing.

3. A-to-Z Claim Opened Despite Buyer Redirection

Despite personally redirecting the parcel, the buyer opened an A-to-Z claim stating:

“Package didn’t arrive”

“The seller changed the delivery date”

This statement is factually incorrect.

The seller did not change the delivery date.

All date changes were generated automatically by Evri after the buyer’s redirection request.

4. Parcel Was Delivered and Collected

Tracking confirms:

Parcel delivered to ParcelShop

Collected by the buyer on Tuesday 30 December 2025 at 12:51

Status: Collected

This occurred after the refund was issued.

The buyer therefore retains:

The product

The refunded funds

This outcome directly contradicts the purpose of the A-to-Z Guarantee.

5. Policy Principle Breached – Unjust Enrichment

Amazon policy does not permit a buyer to:

Initiate a delivery change

Open an A-to-Z claim while the parcel is in transit due to that change

Receive a refund

Later collect the item

Allowing this result constitutes unjust enrichment and misuse of the A-to-Z system.

There is no seller fault in this case.

Required Corrective Actions

I formally request the following actions:

Immediate reimbursement of the seller-funded A-to-Z refund (£31.14)

Immediate removal of the associated Order Defect Rate (ODR) impact

Correction of the claim record to reflect buyer-initiated diversion and confirmed collection

Confirmation that this claim has been marked as buyer misuse

All supporting evidence (tracking, redirection request, delivery confirmation, collection timestamp, message history) is already available in Seller Central.

Notice of Further Action

If this matter is not corrected and reimbursement is not issued, I will pursue recovery of my financial loss through formal legal channels. The current outcome is unsupported by evidence, contrary to Amazon’s own principles, and allows the buyer to retain both goods and funds.

This is a request for correction, not goodwill.

Kind regards

Hello,

Looking for some clarity on a situation we seems to be seeing more frequently.

We have orders which have been returned and then so many months later the customer is being refunded additional amounts by Amazon without our knowledge.

The customer was refunded £69.99 for the item that had an original selling price of £49.99, resulting in a net amount of -£20.00 showing on our order details.

Amazon has advised that the additional £20 refund appears to be related to a return shipping reimbursement that was processed to the customer.

However a prepaid return label was provided and tracking shows that it was used by the customer so their was no need to pay for return shipping and we have no evidence that they have paid additional postage separately.

amazon have rejected our SAFE-T claim because the claim system determined that the refund was processed correctly according to Amazon's policies, or there may be insufficient evidence to support reimbursement in this case. - But what evidence can we priovide?

Is anyone else expereinceing the same? we have other situations with an additional £4 - £150. So it cant be true that it is for returns postage surely? as knowbody would pay £150 when we only ship in the UK.

Thank you for reading!!

@Seller_hnDMgUKxMh1V4 @Seller_sSkzzHms7Kxs6 @Seller_DNQGSsdC7DccM @Seller_Huz6FT08OxHAR @Seller_CnfW62x6yxvJw