Hi everyone,
I’d like to share an issue we’ve been dealing with and ask if anyone has faced something similar or found a way to resolve it.
We shipped a product with signature confirmation, and tracking clearly shows it was received and signed for by the customer. After delivery, the customer even sent us a photo of the product through Amazon messages — not to confirm delivery, but to ask some questions about it. So it’s clear the item was delivered.
Despite this, the customer filed an A-to-Z claim stating that they didn’t receive the item, and Amazon granted the claim.
We submitted two appeals with all relevant evidence — delivery confirmation with adult signature and the customer’s own message showing they had the product. Both appeals were denied.
We’ve tried to escalate the issue four times, and each time the response from Amazon was that the internal team reviewed the case and is standing by their decision, with no option for further discussion.
At this point, we’re unsure what else can be done.
Has anyone dealt with a similar situation where A-to-Z was granted despite signature confirmation and clear buyer communication?
Is there truly no path to escalate this any further?
Any insight or advice would be greatly appreciated. Thanks in advance!
Order ID 113-2513369-3478618