We recently had a frustrating experience with an A-Z claim on Amazon and wanted to share it here.

A customer initially requested a return with the reason "Incompatible or not useful for intended purpose." However, the item never returned back to us since it seemingly is stuck with Evri. Amazon auto refund for some reason did not refund when customer posted back the parcel.

Next, the customer filed an A-Z claim, falsely selecting "Damaged or defective item" as the reason. However, their own comment stated:

"It's been more than 10 days since the refund request was initiated, and the product was already returned."

Amazon approved the claim, issuing the customer a full refund—plus the cost of the prepaid return label, which wasn’t deducted from their refund.

We appealed the claim, explaining:

1. The item was never returned to us.
2. Evri (the courier) refuses to accept our loss claim for the prepaid return label.
3. We requested reimbursement for both the order amount and the return label cost.

Amazon rejected our appeal, leaving us to cover the full loss:

The customer received a full refund without returning the item.

They also didn’t have to pay for the return postage, despite Amazon’s policies stating otherwise.

This feels incredibly unfair to sellers. We pay platform and selling fees, yet Amazon refuses to cover losses in situations like this. Shouldn’t Amazon be responsible for these refunds, not the seller?

Has anyone else experienced this? How do you handle such cases?

@Seller_z3k8APxGfbQEK, @Seller_Huz6FT08OxHAR, @Seller_mIRnuhdx7l5sN, @Seller_TSXM2A5nxWSuH please help us reverse the A-Z claim refund and pre-paid returns label.

026-2965965-9169166

Looking for some advice with the following.

A Customer Bought an Item 03-Oct-2024  Deliver ON 04/10/2024 09:46

Customer has called Amazon says he is not home and he got text from delivery company that is delivery is delivered. Can Amazon check is item is delivered Amazon did not check the tracking number and refund the buyer when the buyer came home. He noticed that item has been delivered and he have email us says he received the item and he has happy with the item but by mistake, he got refund from Amazon we have open A2z claim, but Amazon team reject our Appeal you did not used buyShiping service from Amazon Because of this, we will reject your appeal I have attached screenshot of Customer email. He have confirming that he received the item and happy with the item but still Amazon rejecting MY CASE .

Please suggest anyone how to deal with this kind of case Customer confirming he receive item, he want to pay us back

Buyer requested a refund as item hadnt been delivered. I refunded the item and then it ended up being delivered. I contacted buyer to tell them to get in touch with Amazon to let them know to charge their account. Buyer now says his card has been debited the amount but I havent had the money. How do I get in touch with Amazon to discuss this?? Any advice would be appreciated. Thanks