TWO A to Z claims with photo proof and clear proof of collusion, Amazon granted but ODR not affected, next steps for our lost money?
Customer placed an order for an item - two weeks later, customer made A to Z claim despite photo proof of delivery
Customer Comment "hello The order showed delivery but I didn't get the whole package I talked to neighbors and family and looked around Didn't even see my package I need you to check it Give me a refund thank you"
Amazon granted, and following appeal A to Z decision stands but ODR not affected - so we lose £60
One week later, a different customer placed an order for the exact same item, customer goes on to make an A to Z claim, again despite proof of delivery.
Customer Comment "hello I didn't receive the whole package I've talked to neighbors and family I also looked for the surroundings Didn't even see my package The address is also correct Please check and give me a refund thank you"
Note the significant similarities in the customer comments including the misspelling of 'neighbors'
Amazon granted, but following appeal A to Z decision stands but ODR not affected - so we lose another £60
Further fuel for the fire...the two addresses are 30 miles apart
TWO A to Z claims with photo proof and clear proof of collusion, Amazon granted but ODR not affected, next steps for our lost money?
Customer placed an order for an item - two weeks later, customer made A to Z claim despite photo proof of delivery
Customer Comment "hello The order showed delivery but I didn't get the whole package I talked to neighbors and family and looked around Didn't even see my package I need you to check it Give me a refund thank you"
Amazon granted, and following appeal A to Z decision stands but ODR not affected - so we lose £60
One week later, a different customer placed an order for the exact same item, customer goes on to make an A to Z claim, again despite proof of delivery.
Customer Comment "hello I didn't receive the whole package I've talked to neighbors and family I also looked for the surroundings Didn't even see my package The address is also correct Please check and give me a refund thank you"
Note the significant similarities in the customer comments including the misspelling of 'neighbors'
Amazon granted, but following appeal A to Z decision stands but ODR not affected - so we lose another £60
Further fuel for the fire...the two addresses are 30 miles apart
34 replies
Seller_Nprc5XWvdLYk9
the vat invoice (if you have amazon produce them for you)
will have the customer billing address on it,
obviously you arent allowed to use this information for anything
but would be interesting if they are connected directly or if just working in collusion - either the same person or subscribing to the same "get rich quick" newsletter/discord etc .
Seller_soBD2wwhsVOww
With the wording so similar could be a dodgy dropshipper
Seller_GPLxAbyNPI33I
I am a bit of detective. I don't think it will do you any good in respect of Amazon but you could see if these two buyers both have Facebook profiles & better still it showed them as friends too each other.
Amazon won't do anything as I have said countless times before, it's not Amazon's money that is being refunded it's yours. You could have a picture of the man or woman accepting a parcel from their postie with the door number visible & the buyer holding up a note saying "I am scamming stands out ltd" & they still would not lift a finger.
I posted a few weeks ago to ask if anyone has documented evidence of buyers having accounts suspended for this kind of activity, when you Google it Amazon says that they do take action, but that is coming from Amazon web pages. I have not seen any proof that buyers do get suspended.
Seller_s9KNnxjDTYNS4
We had the EXACT same the other week, we have a post on here with similar details, only ours was an 8 minute drive from each other and the value of items were over £700 each!!
It's outrageous that Amazon say you cannot take action outside of Amazon then do absolutely nothing to assist with appeals, the most we got was 'we understand your position, but we stand behind our decision'
The A-Z reason even states "The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate." however the full amount of the order was still refunded to the customer.
@Sarah_Amzn @Winston_Amazon
Seller_K8edOfPu9HEmN
Doesn't stop you dragging Amazon through the small claims court
Seller_s9KNnxjDTYNS4
I've tried LBA's with Amazon but they reject the post at the address. Unless I am sending them to the wrong one?? Do you know the address to initiate this process?
Seller_ZJhFeE3tNKzfh
Always assumed it is
Amazon UK Services Ltd
1 Principal Place, Worship Street, London, London, EC2A 2FA, England
Seller_K8edOfPu9HEmN
Amazon's UK legal team is located at 1 Principal Place, Worship Street, London, EC2A 2FA, England. Send all documents with special delivery and record the cost of A) the postage price and B) the cost of time and trouble sending the letter. Add it to the claim.
Seller_pvx82zrXMTSpX
Hey @Seller_s9KNnxjDTYNS4,
This is high-value, fraud that may be acted on by Action Fraud UK. Please raise a report with Action Fraud UK and select, "I would like to be contacted by victim support".
Crazy that Amazon are siding with the buyer in these high-value instances despite the substantial evidence of proof of delivery "to preserve the customer experience". They are as bad as the malicious buyers out there. Hopefully they face their day to cough up compensation for all of us affected sellers.
I am always sorry to see these issues and hope you are able to resolve it. All the best.
Seller_s9KNnxjDTYNS4
Thanks for the support. We wouldn't be able to take it up with action fraud though would we as this would violate Amazons Policies as I assume action fraud would go after the fraudulent buyer?
Seller_pKZr0JFvrbIkJ
I've been going through this a lot of times. It's already 5 orders I lost with tracking showing that parcel has arrived and some of them even with proof of delivery and signature, Amazon still decided to reward the clients.
I lost up to 400 sterling for doing my job properly! I told customer care that they are allowing digital shop lifting and I cannot understand how they base their decisions . It is totally unfair and also illegal as they keep YOUR money and hand it out as they please. If Amazon has a policy that customers can claim and get refunded whenever they claim, they should hand out THEIR money. We pay a subscription, we pay the commissions on sales and we get robbed in our faces. It is too much
Seller_PAoOCZ5pKszVP
honestly that is disgraceful, and worrying for all sellers. We need an ability to speak to someone in the UK who has the authority to apply some commonsense and fairness to this process, rather than a bot or team in India. Anyone in their right mind can see this is fraud.
Happens to me a lot, I try to guilt them but doesn't work, these people have no morals....We as sellers can only take it for so long, the margins for mayn of us just aren't there to cover theft like this.
Seller_TRs8x2JRNgiPL
This has also happened to us > something needs to be Done. It seems more and more common now and Amazon should be held accountable for this .
Seller_DIFv8iTFVXKAl
Disgraceful at the end of the day theft is theft - but buyers do not seem to look as this as theft
Roberto_Amazon
Hello! @Stands_Out_Ltd
This is Roberto. It is really shocking the similarity between the comments you received from these buyers, I am sorry you have to deal with this issue.
I'd like to investigate this matter in more detail. Would please share both of the Order IDs here? Looking forward to hearing from you.
Regards,
Roberto
