Unjustified A-to-Z Claim – Need Help Removing It from Account Health
Hello fellow sellers and Amazon team,
I’m facing an issue where a customer filed an A-to-Z claim for "Item Not Received," even though the package was successfully delivered according to FedEx tracking. We voluntarily issued a full refund to the customer to maintain good customer service, but unfortunately, the claim is now negatively impacting our Account Health.
Order Details:
Order ID: 112-1965976-5839425
Tracking Number: 286213275592
Carrier: FedEx
Delivery Date: March 14, 2025, at 7:58 PM
FedEx Tracking Link: fedex.com/fedextrack/?tracknumbers=286213275592
What We Did:
Confirmed Delivery: We provided Amazon with official FedEx tracking details showing that the package was delivered without any issues.
Issued a Refund: Even though the package was marked as delivered, we still fully refunded the customer to ensure a good customer experience.
Submitted an Appeal: We clearly explained the situation and asked only for the removal of the claim from Account Health, since we fulfilled all obligations according to Amazon’s policies.
Issue:
Despite providing clear proof of delivery and issuing a refund, our appeal was rejected. The A-to-Z claim remains on our Account Health, even though this situation was completely beyond our control. We are not disputing the refund to the customer, we only request that the claim does not count against us since the package was delivered and the customer was refunded.
Request for Help:
Amazon representatives: Could someone please review our case? We’ve done everything correctly, and it seems unfair that we’re being penalized for a situation where the package was delivered.
Experienced sellers: Has anyone successfully appealed a similar case? If so, what approach worked for you?
Any guidance would be greatly appreciated, as this is affecting our seller metrics, even though we acted in full compliance with Amazon’s policies.
Thank you in advance for any advice or assistance!
Best regards
1 reply
Seller_nRFmxiQg4EGrw
At that point, as far as Amazon is concerned, the issue is resolved, and there is nothing more to do.
Assuming that you purchased your shipping from Amazon, and shipped on time, the proper procedure is to let Amazon handle the A-Z. Once you go ahead and issue the refund, the case is closed.
Of course, if you did not purchase shipping through Amazon, then you were right to refund. But it's still the end of the story; buying shipping through Amazon includes insurance against INR; you don't get to decide after the fact that you want the insurance.
