Dear Amazon Team & Seller Community,

We need urgent clarification on Amazon’s policy regarding A-Z claims for packages stolen AFTER confirmed delivery. Here are the facts of our case:

Order Fulfillment:

Order ID: 113-3705312-7797828

Case ID : 17484914761

Shipped 3 packages via tracked carrier, delivered on time

Carrier confirmation shows packages were left at doorstep (per customer’s default instructions)

Customer Claim:

Buyer reported packages "not found" upon returning home (suspected theft)

We voluntarily offered replacement IF police report was provided

Buyer filed A-Z claim immediately after submitting report

Unfair Penalization:

Amazon granted full refund despite our:

✅ Valid Proof of Delivery

✅ Good-faith replacement offer

✅ Buyer’s admission of potential theft (not merchant error)

Order unfairly counted against ODR

Key Issues Requiring Resolution:

Policy Violation: Amazon’s A-Z Guarantee states sellers aren’t liable for theft after delivery (Condition #3). Why was this claim approved?

Double Loss: We’re penalized for:

Product cost (refunded without reimbursement)

Account health (ODR impact)

Dangerous Precedent: Holding sellers responsible for post-delivery theft:

Contradicts Amazon’s own policies

Encourages fraudulent "item not received" claims

Demanded Actions:

🔹 Reverse the ODR impact immediately

🔹 Reimburse the refund amount per Amazon’s theft protection policy

🔹 Clarify how sellers should handle verified porch piracy cases

This isn’t just about one order - it’s about protecting all sellers from being punished for criminal acts beyond our control. We await your prompt resolution.

Sincerely,

@Seller_FJwyF3iu5qxUY @Seller_1KYLYkgAlu4xX @Seller_s3amN64nZ4y9V @Seller_RsATYbG9XP0HP @Seller_ovM5p622oIbGp @Seller_RsATYbG9XP0HP @Seller_t9kvdr2yixQej @Seller_khUF6HPR2AHxu @Seller_nS0jcFQNDLG3e@Seller_khUF6HPR2AHxu @Seller_vtQxROP6UNr1O @Seller_l3eCP9f1PtJXC

Hi. I had a question about this negative feedback left on our storefront.

"Seriously sick of having excessive delays from Amazon or damaged packages... This feels personal considering Amazon went out of their way to make me unemployed and now I cannot use the service! I AM NOT A SECOND CLASS CITIZEN! I AM WORTHY OF FAIR AND HONEST SERVICE LIKE EVERY OTHER AMERICAN CITIZEN!"

I do not see how I am responsible for delays or damaged packages caused by Amazon.

I ship these items on time and thru USPS myself and not with a warehouse.

But ultimately I have no idea how I am responsible for causing this individual to lose their job.

I would rather have no comment and the negative feedback left on my page versus this politcal statement.

My Brand had some units of of our best selling ASIN stolen from our D2C website using stolen credit cards (Triangulation Fraud) and we have found that the people responsible are selling the stolen goods on amazon as third party FBM sellers through our listing. Our product also isn't available to any distributor or in stores. It is only sold on Amazon and our D2C.

I have opened multiple brand registry cases against these very clear stolen goods sellers. All business addresses are within 2 blocks of each other either with in Brooklyn or Florida and track back to apartments that aren't licensed for business use. We have an open Police investigation into this fraud ring in New York.

Have made minimal progress getting any of the sellers removed and more sellers are created whenever I do make any progress. Amazons responses are automatic bot responses and aren't helpful at all. Its very concerning that Amazon doesn't have a specific case function to call out seller trafficking stolen goods on Amazon.

Understand this is a wide spread problem that many other sellers are facing and hoping another seller has had better luck and has some good advice.

Looking for a moderator help with Brand Registry Case ID 15617855581