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

@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

realise this is 2 weeks old, i refund and send a replacement, we get more positive feedback from fixing 'problems' than from being perfect and delivering in 24 hours, costs us less than a tenner, i remember in my business degree about an upside down pyramid, people will spread a bad experience 10 times faster than a good one, why give them the chance? just my opinion, cheap advertising and no downside other than a small loss,as you said like us it is very rare, so why antagonise an already upset buyer, eat the loss, happy buyer:)