A-Z Claim approved despite PROOF of delivery – what’s the point of being a Seller here?
I’ve reached breaking point and I’m posting this publicly because I’ve followed every process Amazon laid out and have gotten nowhere.
Here’s what happened:
- A customer placed an order and later filed an A-to-Z Guarantee claim, saying they never received the item.
- I reached out to them - multiple times - and found out they missed the first two delivery attempts, but the item was delivered on the third attempt.
- I have proof of delivery from UPS, one of the most reliable couriers out there. It shows date, time, location, everything. The order was clearly delivered to the correct address.
- Despite all of that, Amazon still granted the refund under the A-to-Z claim.
- I appealed. Rejected. No explanation.
- I contacted Seller Support - and all they did was send it back to the same Claims team. A full circle of uselessness.
What more am I supposed to do as a seller?
I fulfilled the order, the item was delivered, I provided solid proof from a trusted courier - yet Amazon sides with the buyer who just says “I didn’t get it.” This is a broken system. If customers can simply claim non-receipt and get refunded, even when there's clear delivery confirmation, then we’re not running a marketplace - we’re running a free giveaway service. This isn’t just unfair - it’s enabling fraud. It’s Amazon rewarding dishonest behaviour and penalising sellers who do everything right.
I’m demanding Amazon explain:
- Why was the claim approved when I had clear delivery proof?
- What is the actual point of using tracked and signed-for delivery if Amazon doesn’t even consider it?
- How are sellers supposed to protect themselves when the appeals process is completely opaque and clearly biased?
This is outrageous. I’ve lost money, time, and trust in this platform. If sellers can’t rely on Amazon to protect them when we follow the rules, what are we even doing here?
A-Z Claim approved despite PROOF of delivery – what’s the point of being a Seller here?
I’ve reached breaking point and I’m posting this publicly because I’ve followed every process Amazon laid out and have gotten nowhere.
Here’s what happened:
- A customer placed an order and later filed an A-to-Z Guarantee claim, saying they never received the item.
- I reached out to them - multiple times - and found out they missed the first two delivery attempts, but the item was delivered on the third attempt.
- I have proof of delivery from UPS, one of the most reliable couriers out there. It shows date, time, location, everything. The order was clearly delivered to the correct address.
- Despite all of that, Amazon still granted the refund under the A-to-Z claim.
- I appealed. Rejected. No explanation.
- I contacted Seller Support - and all they did was send it back to the same Claims team. A full circle of uselessness.
What more am I supposed to do as a seller?
I fulfilled the order, the item was delivered, I provided solid proof from a trusted courier - yet Amazon sides with the buyer who just says “I didn’t get it.” This is a broken system. If customers can simply claim non-receipt and get refunded, even when there's clear delivery confirmation, then we’re not running a marketplace - we’re running a free giveaway service. This isn’t just unfair - it’s enabling fraud. It’s Amazon rewarding dishonest behaviour and penalising sellers who do everything right.
I’m demanding Amazon explain:
- Why was the claim approved when I had clear delivery proof?
- What is the actual point of using tracked and signed-for delivery if Amazon doesn’t even consider it?
- How are sellers supposed to protect themselves when the appeals process is completely opaque and clearly biased?
This is outrageous. I’ve lost money, time, and trust in this platform. If sellers can’t rely on Amazon to protect them when we follow the rules, what are we even doing here?
0 replies
Seller_19xPhE8YgkmxW
Hello Flare_Shisha,
One detail you omit - when the item was finally delivered, was that within the Delivery Window, i.e. before the Latest Delivery Date?
Frustrating...
All Best
Brian
Seller_ZJhFeE3tNKzfh
Sadly - amazon have a get out clause in their A-Z policy for this.
Note: If it is unclear if an item has been delivered (for example, if we cannot establish via other tracking information that the item was delivered to the exact customer address), a customer’s Claim is more likely to be granted, which is why signature delivery is helpful. We recommend that you use carriers that can provide POD upon request. If it is unclear whether an item has been received by the customer (for example, if there is no signature confirmation or where the customer informs Amazon that the item has not been received), a customer’s Claim is more likely to be granted to maintain a great customer experience.
That line....
or where the customer informs amazon that the item has not been recieved
...says to me it doesn't matter if you have a signature - amazon will grant a claim to maintain a great customer experience if the customer says they didn't receive the item. Amazon will probably take action IF the customer makes several claims - but yes, it does mean the platform is liable to a higher level of fraud than others.
Seller_PAoOCZ5pKszVP
yep, does not matter if you hand deliver the item yourself, if the customer claims non-delivery you don't stand a chance. It makes running an online retail business really difficult, especially if you are in a low margin category (or high value I suppose).
The only possible solution I could see for this is if amazon put their hands in their own pocket and funded the cost when POD has been provided. Given the amount of money they make from us I am sure they could afford to do that as a formal policy. The onus would then be on amazon then to prevent fraud as it would cost them. As it stands its no wonder they don't seem to care, as they win either way. It's the sellers that lose.
Sorry that's of no help, except to point out you are not alone....
Seller_soBD2wwhsVOww
You need to do what many others have,its not the buyer you sue but Amazon,a Letter Before Action to Amazon followed Money Claim Online against Amazon.
Amazon . co . uk
The Legal Department
1 Principal Place
London
EC2A 2FA
Seller_SooKfqYdUflLd
You need to factor into things that some people are NOT honest and will make claims and get the item and a refund
Look at the bigger picture, MOST people are honest so overall its a plus
Seller_2MDS66zdjPMUU
Forget battling with Amazon against the odds. Your contract is with the buyer so a letter before action is likely to get the resolution you need . It is quick, efficient and usually at no cost to youas you can recover your costs from the buyer if it is successful at court. .
Seller_fkMx0VA8wIN47
Having the same issue, it's a disgrace
Seller_hR3Ip6co3B4T7
WE HAVE SEVERAL A - Z CLAIMS GRANTED WEEKLY ALTHOUGH WE PROVIDE PROOF OF DELIVERY AMAZON SEEMS TO BE PROMOTING FRAUD CLAIMS AND SUPPORTING THEM.
Seller_slThLINAbRkTe
Thanks to everyone who’s taken the time to reply - I really appreciate the support and insight.
Just to clarify for a few who asked: yes, the order was dispatched and delivered well within the required timeframe. There were no delays, no missed shipping targets - nothing that would warrant a refund. Even if it had been delivered a bit late (which it wasn’t), it still doesn’t justify overriding solid third-party delivery proof. That’s the core issue here really - we’re told to use tracked shipping, to keep evidence, and to comply with every policy, but when it comes to disputes, that evidence is ignored as others have pointed out.
What’s even more frustrating is hearing how common this is. It’s clear this isn’t just me - a lot of us have been burned by the same flawed system. I guess there’s some solidarity in knowing we’re not alone, though it’s a pretty bleak reflection of how things are handled.
I’m going to follow some of the advice around issuing a letter before action. I know some might say it’s a sunk cost, but I'll most likely pursue legal action against either the customer, Amazon, or both - I'm not letting my current costs go for nothing.
Seller_540qgZMXuuXdD
Being a seller on Amazon is absurd. Full stop.
Today I've had four fraudulent claims. Interestingly, the last had a photo of the delivery in the customer's porch. I've never had Royal Mail submit a photo before. The customer still claims it wasn't received, and will certainly win an A-Z.
I read a theory from a seller that makes some sense. By granting A-Zs so readily, Amazon locks customers into the Amazon system. Amazon does this by giving away third-party goods, and not its own. Sellers lose. Amazon wins.
I'm seriously considering going to BBC Panorama or similar. The situation is becoming ridiculous. It feels like I'm spending as much time defending fraudulent claims as I am fulfilling orders.
