A to Z claims for package not received are a nightmare for sellers. Amazon shows little concern for the seller and often assists buyers in obtaining refunds fraudulently. what can we do to stop Amazon throws away our hard earning?
Hi Everyone,
I am writing to express my deep concern and disappointment regarding the recent A-to-Z claim that was filed against our seller account. The claim was made by a buyer who alleged that they did not receive the package, despite clear evidence to the contrary.
On February 18, 2024, the buyer placed an order for a gray sofa worth $428.98. However, before shipping the item on February 19, the buyer requested a color change to black. We accommodated their request by canceling the gray sofa package and sending them the black sofa in two separate packages via FedEx, each with a unique tracking number. We also communicated this change and provided the tracking numbers to the buyer through Amazon messaging.
On February 24, both tracking numbers showed that the packages had been delivered, with delivery photos clearly showing that the buyer was present at the time of delivery. The photo clearly shows the two boxes placed at the buyer's doorstep, with the buyer standing nearby. Despite the delivery being confirmed and the buyer's presence being evident, the buyer never contacted us after the packages were marked as delivered.
To our surprise, on March 10, the buyer opened an A-to-Z claim stating that they did not receive the packages. Amazon immediately approved the buyer's refund request and recorded it as a defect on our account, citing the reason as "unable to verify shipment." This decision baffled us, as we had clear evidence of the shipment and delivery. In an attempt to rectify the situation, we reached out to the buyer via email and provided them with the delivery photos from FedEx. However, we received no response from the buyer, further indicating their deceptive behavior.
We proceeded to submit an appeal for the A-to-Z claim on March 11, but unfortunately, it was rejected on the grounds of being unable to prove shipment. This decision left us deeply disappointed. We cannot comprehend how the Amazon review team overlooked the internal communication through messaging, the tracking information, and the delivery photos that we provided.
As a dedicated and honest seller on Amazon, it is disheartening to see our hard-earned income being taken away due to fraudulent claims. We kindly request a thorough review of our case, considering the evidence provided, and a fair resolution to this matter. We believe it is essential for Amazon to protect the interests of sellers and ensure that claims are thoroughly investigated before making any decisions.
Thank you for your attention to this matter, and we hope for a prompt resolution. We value our partnership with Amazon and look forward to your support in rectifying this unjust situation.
Sincerely,
@Micah_Amazon
@Troy_Amazon
@Topher_Amazon
@Emet_Amazon
@Dominic_Amazon
@Danny_Amazon
@SEAmod
@Steve_Amazon
@Quincy_Amazon
@Dougal_Amazon
@Cooper_Amazon
@Danika_Amazon
@Glenn_Amazon
@Atlas_Amazon
A to Z claims for package not received are a nightmare for sellers. Amazon shows little concern for the seller and often assists buyers in obtaining refunds fraudulently. what can we do to stop Amazon throws away our hard earning?
Hi Everyone,
I am writing to express my deep concern and disappointment regarding the recent A-to-Z claim that was filed against our seller account. The claim was made by a buyer who alleged that they did not receive the package, despite clear evidence to the contrary.
On February 18, 2024, the buyer placed an order for a gray sofa worth $428.98. However, before shipping the item on February 19, the buyer requested a color change to black. We accommodated their request by canceling the gray sofa package and sending them the black sofa in two separate packages via FedEx, each with a unique tracking number. We also communicated this change and provided the tracking numbers to the buyer through Amazon messaging.
On February 24, both tracking numbers showed that the packages had been delivered, with delivery photos clearly showing that the buyer was present at the time of delivery. The photo clearly shows the two boxes placed at the buyer's doorstep, with the buyer standing nearby. Despite the delivery being confirmed and the buyer's presence being evident, the buyer never contacted us after the packages were marked as delivered.
To our surprise, on March 10, the buyer opened an A-to-Z claim stating that they did not receive the packages. Amazon immediately approved the buyer's refund request and recorded it as a defect on our account, citing the reason as "unable to verify shipment." This decision baffled us, as we had clear evidence of the shipment and delivery. In an attempt to rectify the situation, we reached out to the buyer via email and provided them with the delivery photos from FedEx. However, we received no response from the buyer, further indicating their deceptive behavior.
We proceeded to submit an appeal for the A-to-Z claim on March 11, but unfortunately, it was rejected on the grounds of being unable to prove shipment. This decision left us deeply disappointed. We cannot comprehend how the Amazon review team overlooked the internal communication through messaging, the tracking information, and the delivery photos that we provided.
As a dedicated and honest seller on Amazon, it is disheartening to see our hard-earned income being taken away due to fraudulent claims. We kindly request a thorough review of our case, considering the evidence provided, and a fair resolution to this matter. We believe it is essential for Amazon to protect the interests of sellers and ensure that claims are thoroughly investigated before making any decisions.
Thank you for your attention to this matter, and we hope for a prompt resolution. We value our partnership with Amazon and look forward to your support in rectifying this unjust situation.
Sincerely,
@Micah_Amazon
@Troy_Amazon
@Topher_Amazon
@Emet_Amazon
@Dominic_Amazon
@Danny_Amazon
@SEAmod
@Steve_Amazon
@Quincy_Amazon
@Dougal_Amazon
@Cooper_Amazon
@Danika_Amazon
@Glenn_Amazon
@Atlas_Amazon
64 replies
Seller_OvL8C4BJWiuS9
Did you use Amazon Buy Shipping?
Also, you are not supposed to change anything on an order once it is placed. If they wanted a different color, you should have instructed them to cancel the original order and place the new one.
Seller_Hi7wbO2Kbo6bl
Neither tracking nor photographs are proof of delivery. That's not just an Amazon rule. Signature is acceptable as proof.
Splitting a single sofa into two packages is likely to lead to problems.
Amazon large / heavy templates are best for large furniture items.
SEAmod
Hello @Seller_t5PqWLnhCooFm
As has been posted by the other sellers, @Seller_OvL8C4BJWiuS9and @Seller_Hi7wbO2Kbo6bl, there are a couple of reasons why you lost the A-to-z here.
First, when you changed the product in the original order and shipped a different color product, which is a different ASIN, it effectively broke the original order. Amazon manages to handle the volume of daily transaction through the use of uniform processes and workflows.
When a buyer adds your product to their shopping cart and checks out, an order is placed. At this time, you can‘t add additional products to the order anymore, or switch out the ordered product for another product. If the buyer requests to do so, you can instruct them to cancel the first order and then place a second order for the product.
Second, you cannot ship in more than one shipment with tracking. If you are selling large / heavy products, you should be using the LTL shipping templates because they are designed to support that dimension of product for successful shipment.
- Shipping products with multiple parts
- Large and Oversize
- Freight-shipping templates for less-than-truckload (LTL) shipments
- LInk to related informational post made by my colleague in Community Management
Since you did not understand the policies that contributed to your loss of the A-to-z claim, I will make a request for final review of the claim. I cannot guarantee what the outcome will be because it is another business team that makes those decisions. I may only ask that they review it again.
Thank you for selling on Amazon. I do understand you have the best interest of buyers at heart in your eCommerce business. Thank you for selling on Amazon.
Susan
Seller_4K7eqIN4GuF2E
Amazon (and the useless mods) will not help you because its NOT Amazon's money and Amazon does not care.
Contact the scammer's local police department and file a fraud and theft complaint.
Your only action against Amazon is to file for arbitration (and pay the $2000.00 filing fee upfront - while Amazon will be required to reimburse you for when you win in 6-months).
We do NOT sell anything over $40.00 on Amazon.
As for your use of the word "partnership", are you delusional? You are NOT "partners" with Amazon and Amazon makes that crystal clear in the user agreement and terms of service. In fact Amazon refers to 3P sellers as "internal competition".
Seller_z0STTH7Les03R
I have started adding Signature confirmation on all orders over $100 as I was having a similar problem, customers don't realize they are signing on my behalf and will write me and tell me they didn't get a package, that it wasn't delivered although it states it was delivered and then I send them over the Signature Confirmation and I hear nothing back from them. It hasn't really gotten worse then I have ever seen it and have been with Amazon nearly a decade.
Seller_3xZhfSUQsfek8
If you do not get reimbursed by Amazon for this, I'd contact the "customer" (if even possible) and ask if they'll be returning the couches they received since they were not paid for. If they do not respond or say they didnt receive them, include picture and then let them know you'll be reaching out to the local police for receiving stolen goods or theft. Do not allow this to slide as theft like this affects us all.
Seller_R2dP7Hunjcdj0
You made a big error that resulted in your losing the A-Z Claim:
You SHOULD have requested the Buyer send you a Cancellation Request for the GRAY Sofa and place a NEW order for a BLACK Sofa. That is the correct procedure.
IF the Buyer does NOT Cancel the original order, you should have shipped it as ordered. If the Buyer then wants to Return it because they changed their mind on the color, they can pay for Return shipping.
Your problem with Amazon is that you cannot prove you shipped the GRAY Sofa as ordered. You can only prove you shipped a BLACK Sofa that was NOT ordered.
Do you now see the problem?
And definitely use Amazon Buy Shipping and ship On-Time to receive A-Z Claim Protection arising from any Problem with Delivery in the future.
And yes, since the photo actually shows the door open with a human being there to accept Delivery, this is CLEARLY a case of Buyer FRAUD, and NOT "Porch-Pirates" stealing packages. It is shameful!
I am sure other Sellers can direct you on where to report this CRIME, and to which authorities.
Other than Amaozn, who will not help here.
Good Luck!
Seller_TvqBKOursD63k
There is a problem with the order color change process, so Amazon will consider it your responsibility.
Seller_XJk5RkDQR39p0
It looks different from the buyer's side. A few days ago an Amazon order was delivered to a different house, by Amazon The buyer ID the residence based on the tracking photo, tries three times to contact residents, but they refuse to open the door. It was Amazon's responsibility and so the buyer got her money back.
The seller loses hundreds of dollars...Amazon ensurers buyer gets the item or the money back as it should be.
How else should this play instead?
