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(131 results)A-to-Z claim opened AFTER full refund, delivered early, customer confirms stolen after delivery and GOT ODR
YES YOU READ RIGHT GOT A TO Z AND ODR AFTER I REFUNDED I GUESS ITS A FIRST. THERE IS ZERO RULES OR POLICY WHEN AMAZON SEES THE PUNNISH SELLERS.
I am asking for moderator assistance, because this A-to-Z claim should never have existed and is damaging my ODR unfairly.
Order ID: 206-9326319-8547518
Courier: Evri
Estimated delivery: 9 December 2025
Actual delivery: 8 December 2025 (EARLY)
Proof: Courier photo + GPS confirmation
Facts (no opinion, only evidence)
• The parcel was delivered one day earlier than the estimated delivery date
• Evri provided delivery photo and GPS confirmation
• The customer later stated the parcel was stolen after delivery
• This is not “not received”, it is post-delivery theft
The customer literally confirms this in writing.
Critical issue
Despite all of the above, Amazon Customer Service instructed me to refund, which I did in full on 10 December.
AFTER I refunded, Amazon systems allowed the customer to open an A-to-Z Guarantee claim anyway.
This should not happen.
Amazon policy is clear that A-to-Z claims are not valid once a seller has already refunded the order.
Yet:
• The claim was opened
• The claim was closed as “refunded by seller”
• A defect was still applied to my ODR
This makes sellers look like a freebies shop with unlimited stock, where customers get:
Delivery
Theft after delivery
Refund
A-to-Z claim on top
And sellers pay twice.
Why this is wrong
• Delivered early, not late
• Confirmed delivery with photo + GPS
• Customer admits stolen after delivery
• Full refund issued before A-to-Z
• No seller fault, no breach, no delay
This is purely an Amazon process failure, not seller performance.
@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
Thank you for your continued partnership in serving customers with amazing products, great prices and convenient delivery. Our partnership has driven record-breaking sales for independent sellers like you.
In 2026, we will make one of our largest-ever fee reductions, lowering fees by an average of £0.15/€0.17 per unit sold in our European stores. We continue to better align our fee rates to our underlying costs, with more consistency across our worldwide fee structures and programs. We’re committed to your business growth, and we have been working hard to drive innovation and operational efficiencies that keep costs down so that you can continue to offer customers exceptional value.
The following changes will go into effect on December 15, 2025, in all European stores unless otherwise noted:
- Building on the parcel fee decreases introduced in 2025, we will further reduce Fulfilment by Amazon fulfilment fees for parcels by an average of £0.26/€0.32 in our United Kingdom, Germany, France, Italy and Spain stores.
- We will reduce referral fees for Clothing and Accessories from 8% to 5% for items at and up to £15/€15 and from 15% to 10% for items between £15/€15 and £20/€20.
The following changes will go into effect on February 1, 2026, in all European stores:
- We will reduce referral fees for Home Products (new category) from 15% to 8% for items priced at and up to £20/€20, Pet Clothing and Food from 15% to 5% for items up to £10/€10 and Grocery and Gourmet and Vitamins, Minerals and Supplements (new category) from 8% to 5% for items up to £10/€10.
- We will extend our reduced Low-price Fulfilment by Amazon rates in most categories to products priced at or below £20/€20, lowering Fulfilment by Amazon fees for these newly eligible products by an average of £0.40/€0.45 per unit.
- To help you promote your top selection, we will lower caps on variable fees for Best Deals and Lightning Deals to £200 in the United Kingdom, €300 in Germany and €100 in France, Italy and Spain. This change builds on our November update to reduce the variable rate and add a cap for vouchers.
Finally, we will make selective fee increases to optimise the efficiency of our network, including to monthly storage fees, return-to-seller and liquidation fees, and will update Fulfilment by Amazon fulfilment fees in our Netherlands, Sweden, Belgium, Ireland and Poland stores. Together, these updates will result in an average £0.02/€0.02 increase in fee per unit sold via Fulfilment by Amazon.
To understand how these changes will affect your business, you can use the Revenue Calculator, Fee and Economics Preview report and the new Profit Analytics, which will be updated with 2026 rates by December 15.
For specific fee change details by category and store, go to 2026 EU referral and Fulfilment by Amazon fees.
Your success remains our priority as we continue to provide enhanced capabilities to support your business growth and provide you with a great value. We appreciate your partnership and look forward to an even greater year of seller success in 2026.
Are Royal Mail delivering Signed for Items without getting a signature?
My current VTR as of today is 75%.
I post all my Amazon orders 2nd class signed for myself the next business day.
I have 10 of my 40 items recorded as not having a Signature to prove delivery.
I have another 2 that will come in to my VTR numerator and denominator this week which will take it to 28.6% failed delivery!
I don't have any more sales that will increase my denominator this week.
I am at risk of having my selling privileges removed.
I have contacted Royal Mail on several occasions but they take ages to actually reply.
I have escalated a complaint to them highlighting that on their trucks their branding is 16 billion items delivered safely every year.
Based on my experience, noting these items were posted late November / early December, before the Christmas spike in volumes that means on a simple mathematical assumption they are failing to deliver over 6 billion of items every year!!
No answers on a postcard thanks, unlikely they would get to me.
My prior loss rate, over the 8 years I have been selling on line, over 80 items per week on a range of on-line platforms was one every couple of months.
This beggars belief.
It leads me to ask myself, are they posting signed for items without getting a signature?
Formal Escalation – Buyer Diverted Parcel, Collected After Refund (A-to-Z Misuse)
@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
Formal Escalation – Buyer Misrepresentation, Confirmed Delivery, Unjust Enrichment
@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
Case Id: 11907756102 - 11925831872 - 11965864652
Formal Escalation – Buyer Misrepresentation, Confirmed Delivery, Unjust Enrichment
Order ID: 202-5357290-5713950
Claim date: 13 December 2025
Refund amount: GBP 40.60 (seller-funded)
ODR impacted: Yes
Summary
This A-to-Z claim was granted in error and currently allows the buyer to retain both the product and the refunded funds, despite:
Explicit buyer approval to proceed with delayed dispatch before shipment
Valid dispatch and tracking uploaded after approval
Confirmed carrier delivery before Christmas
No seller fault at any stage
This outcome is factually incorrect, procedurally flawed, and financially unjust.
1. Buyer Explicitly Approved Delayed Dispatch Before Shipment
On 8 December 2025 at 18:40, after being informed of a dispatch delay and offered a full refund alternative, the buyer explicitly confirmed in Amazon Buyer–Seller Messaging:
“That’s fine as long as will be here before Christmas xx”
This approval was given before dispatch and is clearly documented.
The seller did not ship until buyer consent was received.
Once approval was given:
The buyer accepted the revised delivery timeline
The original estimated delivery date no longer applied
The seller acted fully in accordance with the buyer’s instructions
2. Dispatch Occurred Only After Buyer Consent
Following the buyer’s written approval:
The order was dispatched in good faith
Valid tracking was uploaded
The parcel entered active transit
There was no unauthorised dispatch and no seller failure.
3. A-to-Z Claim Opened While Parcel Was in Transit
Despite approving shipment, the buyer opened an A-to-Z claim on 12 December 2025, while the parcel was already dispatched and in active transit.
The buyer’s claim statement was:
“Never arrived and is not dispatched”
This statement is demonstrably false.
4. Confirmed Delivery Before Christmas
EVRI tracking H0377A0013583878 confirms delivery on 14 December 2025 at 15:16, including:
GPS-verified delivery location
Delivery photograph
Correct delivery address
The item was delivered before Christmas, exactly as agreed with the buyer.
5. Buyer Retains Both Item and Refund
Despite confirmed delivery:
The A-to-Z refund (£40.60) remains seller-funded
The buyer has not returned the item
The buyer has not disputed delivery evidence
This results in unjust enrichment, which directly contradicts the purpose of the A-to-Z Guarantee.
Amazon policy does not permit a customer to retain both the product and the refunded amount where:
Delivery is confirmed, and
No seller fault exists
6. Required Corrective Actions
I formally request the following actions:
Immediate reimbursement of the seller-funded A-to-Z refund (£40.60)
Immediate removal of the associated Order Defect Rate (ODR) impact
Correction of the claim record to reflect no seller fault
Confirmation that buyer misrepresentation has been recorded
All supporting evidence (buyer approval messages, tracking, GPS confirmation, delivery photos) is already available in Seller Central.
@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
I am requesting a moderator review and correction of an A-to-Z Guarantee claim that was granted incorrectly, resulting in financial loss and an unjust Order Defect Rate (ODR) impact, despite confirmed on-time delivery with valid proof.
Case id : 11923564632
Order ID: 026-3593311-4376301
Claim date: 18 December 2025
Refund amount: GBP 44.10 (seller-funded)
ODR impacted: Yes (multiple impacts)
1. Order Was Delivered On Time Within the Estimated Window
Delivery estimate: 6–9 December 2025
Delivered: Monday, 8 December 2025 at 15:15 GMT
Delivery occurred within the estimated delivery window. There was no delay.
2. Valid Proof of Delivery Exists
Independent courier confirmation from Evri confirms:
Delivery to the correct address
Timestamped delivery record
Delivery photograph showing the parcel placed at the recipient’s porch
Tracking ID: H0377A0013543355
This meets Amazon’s criteria for confirmed delivery.
3. Buyer’s Claim Statement Is Factually Incorrect
The buyer claimed:
“This parcel never arrived and has no available delivery date.”
This statement is demonstrably false, as delivery occurred on 8 December 2025, supported by carrier records and photographic evidence.
4. Refund Request Was Triggered by Amazon’s Customer-Side System Display
On 15 December 2025, the buyer wrote:
“Can I get a refund for this item as it never arrived and now says I’m eligible for a refund.”
This wording shows the refund request was triggered by Amazon’s customer-facing interface, which did not display full third-party courier details, not by an actual delivery failure.
Amazon’s UI limitation cannot override confirmed delivery or transfer liability to the seller.
5. Seller Responded and Supplied Evidence Promptly
Seller responded to the buyer on the same day
Delivery was verified directly with the courier
Buyer was informed that delivery was confirmed with photographic proof
All evidence was supplied in the A-to-Z appeal
Despite this, the evidence was ignored, and the claim was granted.
6. Resulting Outcome Is Incorrect and Unacceptable
The current outcome is that:
The buyer has the item
The buyer has the refunded funds
The seller has financial loss
The seller has ODR impact, despite no defect
This does not represent a seller failure under Amazon policy.
Request to Moderators
I respectfully request that moderators:
Review the carrier delivery confirmation and photo evidence
Confirm that delivery occurred on time within the estimated window
Recognise that the claim was triggered by Amazon’s tracking display limitation, not a delivery failure
Reverse the A-to-Z decision
Reimburse the seller-funded refund (£44.10)
Remove all ODR impacts associated with this order
This case represents a system-driven error, not a seller defect.
Thank you for your time and objective review.
Kind regards,
Urgent Appeal - Case 11652321202 - Request to Remove rp_3p_offer Restriction
@Seller_mIRnuhdx7l5sN
Hello
Thank you for your assistance. We are writing to urgently appeal the "rp_3p_offer" restriction placed on our, which has been unavailable for purchase since October 9th.
We believe this restriction was applied in error, and we have provided substantial evidence in Case 11652321202 (submitted on October 28, 2025, GMT+8 13:49) to support our appeal:
Product Design: Our product is primarily plastic with a minimal metal blade component. The exposed blade length is only 0.12 inches (under 3 mm), which is strictly for household utility use and does not constitute a weapon.
Compliance Measures: We have proactively added an 18+ age restriction to the listing.
Market Context: Similar products with comparable blade lengths are currently being sold on Amazon by other sellers without restriction, indicating an inconsistent policy application.
Despite our repeated attempts to resolve this through standard customer service channels, we have only received automated rejections without manual review.
Therefore, we kindly request your team to conduct a manual investigation, review our submitted evidence, and remove the "rp_3p_offer" restriction at the earliest. This blockage is causing significant disruption to our business.
We are happy to provide any further documentation or clarification needed. Thank you for your time and prompt action.
Sincerely,
DAQUN
Stuck in Brand Ungating Loop – Despite Full Documentation (EEA Distributor)
Hi everyone,
I’m currently stuck in a brand approval loop for a shampoo brand, and hoping to understand whether others are seeing similar delays.
Case ID: 11977137142
Timeline: Submitted 5 Jan, repeated identical responses 6–8 Jan.
All required documents have been submitted, valid supplier invoice, upstream supplier documentation with full contact details, delivery proof, and photos of the physical products (110 units, all documents authentic and within 365 days).
At this point, I’m confident the documentation is correct and complete. However, Amazon continues to return the same response, refering to the original document submitted and not considering additional evidence, stating the supplier’s supplier is not verifiable, without specifying what is missing or incorrect.
It feels like the case is stuck in a review loop rather than progressing.
My question:
Is this more likely a review backlog issue or an automation issue on Amazon’s end?
Any insight from recent experiences would be appreciated.
Thanks!
Unable to Relist ASIN, 8 calls/chats are just going round in circles! HELP!
I have had an account for over 8 years. Amazon regularly ask for compliance documents, which I always supply and are accepted. On Sept 29th I was met with a compliance request, so on the same day, I submitted the SDS requested. In October and November, i asked when it would be reviewed. I was told to be patient. December 25th comes and I am met with the RED warning "Your account is at risk of deactivation". The ASIN in question was deleted. It had over 1000 reviews on it. I've spent the last 2 days, back and forth with a different person, who can't solve reinstating the ASIN, and have tried the proposed solutions about 8 times each. Try "Adding product by catalogue", "Add product by Spreadsheet", And as asin does not appear in the catalogue, this solution does not work. I am also suggested to submit the SDS in product compliance, but I get the "unable to upload file error" every time. I just need to find a way to either get ASIN reinstated, or migrate the reviews to another ASIN, or whatever solution. No one can grab hold of the issue, and I remember a year or so ago, I spoke to a really helpful member in this Irish call centre, who worked my issue through from start to finish, but right now, I'm just getting passed over by every representative. You can't speak to a manager, you can't escalate it, and it all feels like my amazon business (which I rely on to pay my bills) is being massively impacted, because the team didn't review my SDS which I sent the same day! Some advice would be greatly appreciated
Case ID
11993728552
Handmade Kategorie Produkte einstellen
Ich bin mir nicht sicher, ob das viel hilft, aber die Kategorie „Handmade“ wird abgeschafft. Vielleicht liegt es daran? Wir werden gerade alle in den regulären Katalog umgestellt und sollen unsere Angebote bis dahin nicht bearbeiten.
Dieser Artikel ist zwar schon etwas älter, erklärt aber einiges: https://m.media-amazon.com/images/G/02/handmade/CategoryTeam/UK_Handmade_New_Listing_Experience.pdf
*Google translate
