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A-Z Claim Appeal Denied Despite Evidence
Dear Amazon Seller Community,
I am reaching out to share my experience with a recent A-Z claim and to seek advice or assistance from fellow sellers who might have faced a similar situation.
Case Details:
Order ID: 702-4885734-4145016
Amazon Seller Support Case ID: 17172786041
Here is a summary of what happened:
The customer requested a return for an item due to it being defective. I responded promptly and issued a prepaid return shipping label on January 23, 2025, well within the required time frame. The return label provided was a unique, one-time-use label, and I clearly communicated the return process, including the need to return the item within 3 days.
Unfortunately, the customer did not return the item within the designated timeframe and never contacted me to request an extension or any additional help. Despite this, on February 6, 2025, the full amount was suddenly granted to the customer without the return being processed, which was a significant financial loss for my business.
To make matters worse, Amazon's Seller Support initially acknowledged my case (Case ID: 17172786041) and assured me that they would respond within 2 days to resolve the issue. I complied with all Amazon policies, provided clear instructions to the customer, and followed all required procedures. But as of now, I have not received any further updates, and the A-Z claim was upheld in favor of the customer. The result is that I have lost inventory, and I am now expected to absorb the cost of both the product and the refund.
This outcome feels unfair, as I acted within Amazon's guidelines and made every effort to comply with the return process. I also communicated the return instructions and timeframe, but ultimately, the customer did not follow through. Now, my seller account has been impacted, and I am facing financial loss because the customer still has the product and received a refund.
Has anyone else encountered a similar issue? How did you go about addressing the situation? Are there any further steps I can take to get Amazon to reconsider this A-Z claim decision? I'm also wondering if there are any strategies to avoid such outcomes in the future, especially in cases where a customer fails to meet the return deadline.
Any insights or advice from the community would be greatly appreciated. I’m hoping for a resolution that is fair to sellers who make every effort to follow Amazon's policies and provide great customer service.
Thank you in advance for your help.
@Jurgen_Amazon
@Ricardo_Amazon
@Daryl_Amazon
@Nano_Amazon
@Lucre_Amzn
@Christine_Amazon
@Sunnie_Amazon
Sincerely.
8 replies
Seller_X2RVf2bYB5cvK
Why is that the customer only have 3 days to return the item after you've issued the return label? 3 days seems to be short, they may use that as an unfair return/refund practice??
Seller_2RslzJRpC1shA
Just once? I mainly sell Physical Media. DVDs, BLU RAYS and Old Video Games (if I'm permitted) One such story was about 2 years ago when I sold a DVD to a buyer somewhere in Canada. I can't remember where. A month later I get an E - Mail claiming I never received it where is it. I told them I don;t like liars just mail it back and you will get a refund. He then proceeds to open a A to Z Claim. I call Amazon and literally turn blue in the face talking and the answer is always the same "Just give them back the money" I refused and they gave it back to him anyway. The Amazon policy is we got our commission and F you about getting your money back. The Post Office even checked to see if they had it on sight just in case and the lady even told me that's a load of B.S. at most he would have got it in 7 days weather business or natural I'm not sure but he must have gotten it in his head or a friend said " Yeah Man just tell Amazon you never got it and you'll get your money back.
Seller_km8tWDDPvaTgw
I've had the same experience. Buyer said it never arrived even tho the tracking number said it did. They did an A-Z and got their money back. I had insurance on the package. When Canada Post investigated and contacted the Buyer, they said they did receive the product. So now I can't collect on the insurance. Amazon sorta said, unfortunate but the A-Z stays. Bottom line? If you want to rip off the seller, Amazon will just let it happen. Horrible people can do whatever they like and Amazon will let them.
Seller_UUKRNFXrvc8YM
@Seller_FwCKjyVA9iAIP easy process file online theft claim against the customer make sure to put fraud and mention it’s happened under Amazon watch once the customer get the report they will contact you so they can get you your money back Amazon team won’t do anything to help you as the az claim designed to take the buyer side
Seller_mHoUF7NK1qblJ
The same situation happened to me many times and each time they found the customer right. What is even more strange is that although there was a picture and signature as proof of delivery, the customer said that they did not receive the product and took their money. The only winners in this trade are AMAZON and CUSTOMERS. Sellers are always doomed to lose. I don't know how this situation will be fixed, but if it is not fixed, I have no reason to continue this trade. In the last 2 months, I have not only lost the profit I made in 1 year, but it has reached serious loss levels. Unfortunately, some customers use this system of Amazon with bad intentions and get free products.
Seller_wfATsf1DYuZpD
Unfortunately, Amazon is like that. No matter how honest you are and how well you do your job, customers who intend to steal are always right. Amazon makes no effort to fix this.
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