A to Z claim denied appeal item not delivered using buy shipping
Customer claimed non-receipt & requested a refund through A to Z claim. I had purchased Amazon buy shipping. Tracker indicates package was delivered. A to Z claim indicates seller funded refund and my odr is impacted. Submitted appeal but was denied. Below is the breakdown.
Estimated ship by: 07/07/2025
Shipped on: 07/07/2025
Estimated delivery by: 07/09/2025-07/10/2025
Delivered on: 07/09/2025
A to Z claim response: The tracking information for this order shows that it was delivered to an invalid address.
Appeal submission: uploaded tracking, selected option this was amazon buy shipping, provided delivery dates which fall within estimated, also uploaded amazon policy with regards to buy ship.
Appeal response: We have reviewed all of the available information and determined that you have not provided sufficient evidence to prove delivery.
Amazon or anyone please help. I have followed all parameters indicated but still account has been impacted by this.
A to Z claim denied appeal item not delivered using buy shipping
Customer claimed non-receipt & requested a refund through A to Z claim. I had purchased Amazon buy shipping. Tracker indicates package was delivered. A to Z claim indicates seller funded refund and my odr is impacted. Submitted appeal but was denied. Below is the breakdown.
Estimated ship by: 07/07/2025
Shipped on: 07/07/2025
Estimated delivery by: 07/09/2025-07/10/2025
Delivered on: 07/09/2025
A to Z claim response: The tracking information for this order shows that it was delivered to an invalid address.
Appeal submission: uploaded tracking, selected option this was amazon buy shipping, provided delivery dates which fall within estimated, also uploaded amazon policy with regards to buy ship.
Appeal response: We have reviewed all of the available information and determined that you have not provided sufficient evidence to prove delivery.
Amazon or anyone please help. I have followed all parameters indicated but still account has been impacted by this.
23 replies
Seller_Sram36TnVt73c
When you look at the order details does it show that the label you purchased is claim protected?
What is the tracking number?
Seller_OvL8C4BJWiuS9
Was the order scanned as "accepted" by the carrier on or before the ship by date?
Seller_Sram36TnVt73c
It looks to me like this should be covered so you just have to keep appealing the A to Z claim until you can no longer appeal it and hopefully before that you'll get reimbursed and if not come back for more help
Seller_roNdLQpqbVoOH
That makes no sense.
Did you submit the delivery image to Amazon, including the "Proof of Delivery" information that UPS provided?
How can the package be sitting on someone's porch and yet be at an "invalid address"? It could be the wrong address for this order, but it's not an invalid address. But, no matter, Amazon doesn't know if it was delivered correctly or not.
Did you share the delivery photo with the buyer? Did they say that's not their house/apartment?
Seller_4zBzdtgCyS9EI
You said you dropped it off the same day, but according to tracking, you printed the label a day before you dropped it off. Amazon does not allow to confirm shipping before the package is mailed. What was the mailing date on the label/order? Does it show "shipped" on the 6th? I know that was a Sunday, but may still be the issue.
Seller_KFN7iieE7BBUf
hello, i wanted to give an update. Yesterday amazon responded to a seller case i opened and reverted the original resolution however not the full amount was given back.
First response: We have granted an A-to-z Guarantee claim of $580.10 on the order 114-9277144-6298659. We have debited the amount from your account and have counted the claim against your order defect rate.
Last response: Thank you for taking the time to provide us with the additional information regarding the A-to-z Guarantee claim on the order 114-9277144-6298659. Upon further review, we have decided to reverse our original decision. We have credited USD 472.49 to your account and your order defect rate will be updated within 48 hours to reflect this change.
This is the first time in my 12 years selling with amazon I see amazon reverses a decisions or covers a seller, but not for the full amount. There a $107 difference. Has anyone seen this and do you think i should reopen seller case to review?
Thank you everyone for your help on this
