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:
- The item was never returned to us.
- Evri (the courier) refuses to accept our loss claim for the prepaid return label.
- 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.
