Hi everyone,

I'm hoping an Amazon moderator can take a look at this case or advise on what I can do next.

Last month, one buyer placed 8 separate orders with us over the course of a week, with each order being delivered to a different address. Then, two days ago, the buyer opened A-to-z Guarantee claims on all 8 orders at the same time, stating:

"My item is not delivered yet and I no longer needed it now."

Amazon approved all of the claims.

We appealed every claim because all orders were delivered by Royal Mail/Parcelforce, and we provided proof of delivery, including:

Delivery confirmation.

Signature on delivery.

A delivery photo clearly showing the buyer accepting the parcel at their doorstep.

Despite this evidence, every appeal was denied.

To make matters worse, we've tried contacting the buyer using the mobile number provided on the order details, but it appears to be a false number and cannot be reached.

We're a small business, and losing over £200 like this has had a significant impact on us. What's even more concerning is that another buyer who purchased the same item has now done exactly the same thing. We will be appealing those claims as well, but after this experience we're not very hopeful.

Could an Amazon moderator please review these cases or advise whether they can be escalated for a manual review? It feels very unfair that clear proof of delivery, including signatures and delivery photos, has not been considered.

Any help or advice would be greatly appreciated. Thank you.

order number 205-4875063-6670754

@Michelle_Amazon @Yujiro_Amazon @Sandy_Amazon @Indy_Amazon

Hi all,

I’m looking for advice from experienced sellers as I’ve reached a complete dead end with Amazon and I’m facing a £700 loss.

This is an FBM order on Amazon.co.uk for a custom gaming PC.

Order ID: 026-6421254-9144323

Item value: £699.99

Dispatch date: 8 May 2026

Tracking info, Evri: C00HHA0626632254

Amazon has issued a full refund of £699.99 and my proceeds show -£699.99, so I’ve completely lost the funds.

What has happened is that I dispatched the item albeit slightly late with valid tracking, but Amazon refunded the buyer before the situation was fully resolved.

I submitted a SAFE-T claim which was denied, and I’ve been told I cannot appeal further because it is outside the 7 day window. Seller Support keeps telling me to contact the buyer, which I have already done multiple times but have been purposley ignored.

Actions I’ve taken so far:

I have messaged the buyer multiple times through Amazon with no response.

I have sent a formal letter by post to the delivery address and have had no response after over a week.

I have tried escalating through Seller Support but have been told there is nothing more they can do.

Current situation:

The buyer has the refund.

I do not have the item back.

Amazon has closed the case.

SAFE-T is no longer available.

I am left with a £700 loss.

At this point I need to understand what realistic options I have left.

Has anyone successfully escalated a SAFE-T denial after the 7 day limit?

Is there any internal escalation route that still works at this stage?

In situations like this, is the only option now either a courier claim or small claims court against the buyer if delivery is confirmed?

Has anyone actually taken legal action against a buyer in a case like this and recovered the money?

I’m not looking for generic advice like “contact the buyer” as I have already done that multiple times with no response.

Any advice from sellers who have dealt with high value FBM losses would be really appreciated.

Thanks.

Sorry my bad

It was January and not September

So you have 8 days longer than me.

After contacting SS

Case ID: 12967420842

After trying the customise function it does not work in windows 7, 8 or Windows 10 for buyers. (It is unusable in the first two (and yes I know they are ancient and unsupported O.S) However It does work perfectly as expected in Windows 11. Cannot test for Apple buyers as I don't know anyone who uses Mac's.

SS final recommendation was that I contact the millions of potential customers for my custom products, and tell them to use a mobile (Or Windows 11 if they use it) if they want to buy from me!!!

Is there any further chance of any solution? or is thus just a small reason to add to several other bigger reasons to think about leaving Amazon, or at least deleting all my personalised items and finding somewhere else to sell them.

Suzie.