Number one question is did you use Amazon buy shipping?

What was the A-to-Z opened for? Item not received or something else?

did they request a refund and you didn't respond?

This has been happening (alot lately) - AtoZ was opened, it doesnt matter if you respond immediately, (AI is running the show) - This will be legit the downfall of this company, if they keep doing this. ( signature was done ) - insurance, is good enough - but you paid extra for signature and additional insurance, you can try to open a Safe-T claim, but I would go straight to IC3.gov, and depending on the shipping service, file a claim. (it will actually be double) since you are out the product and the funds.

Seller_bVA8NVf43qvAr

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We had no opportunity given to attach a pdf with the customers signature and delivery confirmation.

Whats the actual point of paying for signature tracking? As a seller we should have the opportunity to attach documents as proof.

It may be too late for you, but a memo for other sellers who may be reading this: Often, Amazon employees look only at the order and any email exchanges. They make their decision based on what they see. They have zero incentive to look for or ask for more information.

So make a screenshot of the tracking and a screenshot of the signature and email both to the customer. ( Do this politely, with the pretense of trying to 'help' the customer, even though you know that he is a thief. )

OP, you might still be able to benefit from doing this, if you can get this issue escalated.

We have had several packages bought with Amazon buy shipping WITH signature confirmation delivered on time and shipped on time. Customers simply claims " item not received" and Amazon debits our account. Amazon does not adhere to their own policies and are constantly doing things like this that harm our business and revenue. Have an entire thread where i went back and fourth wasting hours showing amazon the issue and after 30 plus messages and 4 weeks they still tell us that we are liable. Makes absolutely no sense. They simply do not care about sellers or the abuse we endure, they participate in the abuse it seems to me.

We also lost a case with AtoZ for Signature Confirmation for a $150 item. And our case seems to keep getting transferred with no resolution or reason why our appeal was rejected.

Order 111-2540216-0567404

Case ID 15495926681

Buyer had claim delivery was not completed but the package was held at a facility. They filed the AtoZ, won the claim before the carrier even attempted to return the package and then went to pick up the package at the hub. We were denied reimbursement and the buyer did not return the item. Carrier confirmed delivery with Signature Confirmation

The delivery driver could take a picture of the recipient while they hold their driver's license in one hand while signing for the package with the other and that wouldn't be enough proof for the "claims specialist" 😂

Did you ship on time?

Hello @Seller_bVA8NVf43qvAr- thanks for detailing this issue and I'm glad to see the discussion in this thread from fellow sellers. I wanted to let you know I submitted this issue for further review, and will share what updates I receive on this thread as they become available.

Thank you very much for engaging here on the forums, and I will echo the guidance in this thread to provide documentation through Buyer-seller-messages, though it does sound like that was successfully completed.