UPDATE : Amazon Mod Susan attempted to assist us, but after submitting the police report and other evidence, the case has been stalled for months with no response. Our previous forum post received replies from the moderators, but we still have not been helped, despite their claims of "looking" into the matter. We have also received no response from Susan since interest in our forum post waned. Please help us resolve this issue. All details are provided below. We urgently need assistance from someone at Amazon. This situation is outrageous, and we have all the necessary proof.

We recently sold a few expensive graphics cards. 2 buyers filed A2Z claims saying they received boxes full of food items instead of the graphics cards. Both buyers won the claims.

We filed a police report, and the police were helpful. They subpoenaed Amazon and FedEx and uncovered the following:

-Both buyers are linked

-FedEx provided X-Ray scans of the packages in transit before reaching the destination, and sure enough the contents were the graphics cards they ordered.

Also:

-The buyer sent photos of a box with neatly packed contents. Including a ripped bag of flour, which had not been spilled out whatsoever. If this package had been shipped with a ripped bag of flour inside, wouldn't flour be all over the package? Also it shows water bottles perfectly standing up. Again, had these been shipped to the buyer the contents would have jostled during shipment. It is clear these photos were staged by the buyers.

We have video surveillance footage from our facility showing the items being packaged, and then picked up by FedEx.

We appealed the outcome of the claim and lost. We opened a case with case ID number 14952036831 which has been transferred to the claims team. We have had these kinds of cases show up as transferred to the claims team with no resolution for weeks, or even months, or at all. Seems like they never get addressed. In the case, I attached copies of the police report, as well as an email from the detective asking us to forward their information to Amazon and to have Amazon reach out so they can provide further evidence.

We are a long time seller, and it is unfair that Amazon does not stand by us in these fraudulent cases.

Can a mod please look into this and help us get some resolution from the claims team so our case does not go unanswered? Or have Amazon actually reach out to the detective so they can provide further evidence on our behalf? So far Amazon has not reached out to them. We would greatly appreciate it, we have tried to appeal with no resolution despite having all this evidence.

@Seller_7e4TizkSOVtBf @Seller_l3eCP9f1PtJXC @Seller_4GjtS9k0cnHHv @Seller_khUF6HPR2AHxu @Seller_hme3Wbydd1ihr @Seller_nS0jcFQNDLG3e

discussion.i have been trying to get Amazon's attention to a2z fraud cases, but it seems no one cares.

I have been getting a lot of claims that the order was not received, whereas it shows it was delivered.

I do purchase shipping via Amazon, and Amazon covers the cost of all the A2Z claims, but it's time-consuming to go back and forth with every customer after their order.

This is how they are committing the fraud

They sell my products on other websites like Walmart or eBay, etc. Someone places an order with them. They come to amazon (the people who are committing the fraud) open a new account with their customers name and info, pay for the order via gift card or temp credit card, have the product shipped to their customer and they (the people who are committing the fraud) then file an A2Z claim.

Every time they do that, they open a new account

112-6053967-2447418 This is one of the orders for an Amazon moderator to check.

How do I know that?

Every time they create an account, they create it with their customer's name and address

I was able to find the real customer phone number online (public records)

I called these customer's and asked if they received their order, and they confirmed that they received it.

When I asked them where they ordered it from, they said Walmart or eBay.

Is there someone at Amazon who could report this to the right department or management.

It's time for Amazon to be able to verify all new accounts to eliminate fraud????

We have a customer that bought quite a few very expensive GPU's from us.

On one of the orders, the customer ordered 2 and said they only received one.

They provided pictures of a box that clearly would hold 2 of these GPUs and said that was their evidence.

We shows them serial number scans at the time of order and showed that they signed for the order.

They started an A-Z claim and they were denied (rightfully), then for some reason Amazon reversed the claim and we lost the appeal.

This is bad enough as we are out $1600 here alone.

Here is that order number: 111-1720240-9741852

This scammer did not stop there, emboldened by their win they started a return on a different order for 2 of these items for $3200 and just sent back a large box that had an empty container of the GPU.

We contacted Amazon with seller support with pictures, informed the customer that they are not entitled to a refund as they did not return the item.

Seller support got their high value team involved and we have reported the customer many times now.

The customer opened an A-Z claim stating they had returned the items.

Seller support advised us not to provide a refund to this customer regarding this.

You can check all of this under case ID 15994746441.

Then the real hit came, as Amazon was investigating the return fraud we received an email stating the A-Z claim was closed as "we issued a refund to the customer".

We did NOT in any way shape or form issue a refund to the customer.

An Amazon agent must have done it when the scammer called in.

We pointed this out in the appeal and all the A-Z claim team did was remove the defect but not return us our money.

Seller support has stated they transferred this to another team and they would reach out to us but no one has.

Here is the Amazon order for the return fraud: 114-0074725-2307401

In short, 1 customer has defrauded us out of around $5k. We have provided proof of this every step of the way with pictures, serial scans and everything else.

Amazon has not provided any help with this at all and even helped this customer commit this when they issued the refund.

Please help as this is an egregious error on Amazon's side.

Again here are the two Amazon orders and the case ID for you to look into:

Item not received fraud: 111-1720240-9741852

Return fraud: 114-0074725-2307401

Seller Support Case ID: 15994746441

@Seller_nS0jcFQNDLG3e

@Seller_Qbd0RsfZFEZBY

@Seller_FJwyF3iu5qxUY

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