Hello all,

We’re dealing with what we believe is a clear case of feedback extortion. The customer returned a completely different item than the one we shipped — not just a serial number mismatch, but an entirely different model. They claimed to have taken a video of opening the package “within 5 minutes” of delivery, and submitted photo evidence to support their claim.

However, the photo metadata they themselves provided showed the photos were taken exactly 1 day and 5 minutes after delivery. This completely contradicts their timeline and strongly suggests the evidence was staged. Additionally, the photos they provided show different packaging material and a different item than the pictures taken at our shipping station.

The A-to-Z team denied the claim, siding with us based on our evidence. However, the customer is now refusing to remove their false 1-star feedback, claiming they’re still owed a refund. This is clearly a fraudulent return attempt, and the customer is now using negative feedback as leverage.

We opened a case and chatted with Seller Support, explaining that although this doesn’t fall under the standard removal guidelines, the customer is clearly violating Amazon’s policies, and the situation is far outside the scope of what the guidelines were meant to cover. We strongly believe the feedback should be removed.

Has anyone dealt with similar cases where policy violations justify removal outside the normal criteria? Would appreciate any insight or help escalating this.

Thanks,

Ryan.

Order 113-1935137-9819419

Case ID 17432518941