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,

@Joey_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Rose_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod@Jameson_Amazon @Ricardo_Amazon @Danny_Amazon