A-to-Z Claim Granted Despite Evidence & Buyer Manipulation (Order #112-6172060-8757826)
We are requesting moderator escalation for an A-to-Z claim that was granted unfairly despite clear evidence proving the package was shipped correctly. The buyer claimed the package was received empty. We provided the A-to-Z team with the UPS weight scan confirming the correct weight at their facilities. The appeal was denied without addressing our evidence.
Summary of Events:
03/12: Buyer claimed the package was received empty and accused us of fraud and scams in his first messages. His initial contact came via Amazon Customer Service, and his excessive temperament and accusatory language suggested an attempt to pressure a quick refund by putting customer service into a panicked state.
03/13: We opened a UPS investigation and asked the buyer to retain packaging materials for inspection.
03/13: Buyer stated that the box was destroyed and burned along with his trash on the night of delivery.
03/14: Buyer filed an A-to-Z claim, maintaining that the package was empty.
03/14: Amazon withdrew the A-to-Z claim, stating we should only refund if a return is received.
03/14: Buyer somehow got UPS to generate a return tracking number and had UPS update the original tracking to state the package was "refused and returning to sender."
- The original tracking number still shows "delivered" on 03/12.
- It now also shows "package was refused by the customer" on 03/14—despite the buyer having already claimed possession of the package for days.
03/15:The A-to-Z claim was reopened and granted immediately, saying "In this case, the customer reported an issue with the delivery and the tracking information that you provided shows that the package was refused by the customer."
03/15: We appealed, providing UPS's official weight scan confirmation (3.2 lbs), proving the package was not empty when shipped. At the time of the appeal, we did not notice the recent updates to the tracking which reflected that the "package was refused by the customer"
03/15 (later): Amazon denied our appeal, still citing that the package was refused.
Key Issues & Evidence:
✅ Buyer had possession of the package for days. He never refused it—he claimed it was empty.
✅ Amazon’s denial is based on a delivery refusal that never happened.
✅ We have photos of the package before shipment.
✅ We provided UPS documentation proving the package weighed 3.2 lbs at acceptance, matching the item + packaging weight.
✅ The order was “Claims Protected".
✅ Return tracking hasn’t moved since being generated. The buyer previously stated:
- “So unless you want me to shovel up the ash and send it to you with a big red ribbon THERE IS NOTHING LEFT.”
- What exactly is being returned if the package was supposedly burned?
✅ Buyer ignored the UPS claim process and showed no interest in resolving the matter.
Concerns & Request:
- Amazon ignored clear evidence that we shipped the package correctly.
- Buyer likely manipulated the return process to force an A-to-Z refund.
- Amazon contradicted itself—first requiring a return, then approving the A-to-Z anyway.
We request moderator intervention in order to get reimbursed for this.
Any assistance is appreciated!
Pinned by community manager